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shome_arijit

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  1. Lean opportunities in newly launched queue

    shome_arijit posted a topic in Applicability in ITES (BPO/ KPO)
    Greetings All, We are trying to stabilize a new queue introduced to us by our client. Its an e-mail tech support (personal computers) queue. Its been launched a couple of months now however the performances of the teams are of real concern. They have achieved targets of CSat/First time resolution at times but consistency is not there AT ALL. There are Floor supports/SMEs to the ratio of 5:1. It would be very helpful if you can provide me insight on the areas where we can focus/organize and even potential lean project opportunities. Thanks and regards, A Shome.

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