sreejitn

Hi, we've intitiated Repeat call reduction Project...we've identifed the reasons for repeats calls and have done root cuase analysis..implemente solutions based on them...No we are looking to create who will be assigned high segmented customers with repeat callhistory..this team will call such customers and resolve their query......The challenge here is to have a documented call handling guideline for this particular team...as they are expected to resolve theses queries in the first attempt itself...call resolution is expectde to be very high....any suggestions on the framework of Guideline...I've gta structure in mind..and im following it to prepare one...however would be glad to have your valuable suggestions.... Regards

Hi, Im doing a project on reducing customer callbacks. My broader objectives are: [*]To reduce Customer Call bacsk.[*]To improve the Callback reporting system. [*]to improve the resolution on all the call backs. If any one has worked on a similar project, please share your inputs , it'll be a great help. Thanks

hi, thanks everyone for your suggestions.....especially Manian as your insight is very interesting and thought provoking....well i thought to just update you all on progrees on my project... i've identified the key reasons for fatal errors..did paretto on CSR's, tls, departments, teh fatal errors... f...then went about doing a brainstorming session to plug the areas....so i'm looking here at two aspects one is the behaviour & second the process...For behaviour we designed a performance development plan...and for process..we have come up with a crisp action plan targeting the three most reasons impacting customer experience...... as Manian mentioned earlier...the focus is on strengthening process which will thereon minimise the possibility of human error...many of the activity which i've planned along with is to keep the CSR's Motivated and improve their awareness on fatal errors.....

Hi All, I'm going to lead a project on reducing fatal/critical errors while taking inbound customer calls (BPO). I intend to identify the root causes for fatal errors and plug it thru various process changes. I'm sure many of us would've done project on similar objective..it'll be great if you can share your insight. It'll be great help in my project......

Hi All, Need your help.......on the above post.

Hi All.. I'm working on a project for Quality Improvement in a BPO...and I found that the Quality evaluation form used doesn't give me consistent results..in other words the form is difficult to comprehend. one error gets marked under several parameters, which doesn't give me a clear picture and thus the scores are misleading....For eg. There is a parameter "Ownership"..which can encompass anything and everything a CSR should do...The solution I thought to break down Ownership like parameters into specific actionables. Which throws me a new challenge of having a quality form which is very extensive....Please let me now if there is any a way to engineer a form...(currently I'm going by the historic data ie. VOC).....