karthik.shankaran

Hi Sree, with reg to Fatal Error / critical error reduction. Point # 1 : we can ask our quality team to call the individual associate on there avaya and perform a surprise process check, this way it will help us to reduce the fatal error / critical error and to indentify who is not upto date on the process or product. Point # 2 : to avoid the fatal error in future we should make a model in the training period we should teach them what are the fatal error and how will it affect the business or the repetation of the client. Senario based process test for the new hires, call auditioning to be done by new hires for the good calls and bad calls . this way there is an opportunity for the new hires to avoid the same mistake on the call which will lead to reduction on fatal error or critical error. Point # 3 : also to aviod this we can create a software (Depends upon the company). we should create a drill down tree or a decision tree for the calls handled by the associate or calls made by the associate step by step for all the calls handled by the associate were he can document the same in the drill down tree or a decision tree and copy paste the same in the CRM this way the FE will reduce and agent will also not missed any of the process. Point # 4 : Week Quiz to be conducted by the Team Manager or the OPS Manager or by the quality team on the process & product updated, for 30 min in a week or 45 mins. when we do this it benefits for the Associates and the manager they know who is capable of what and we can identify and give more roles and responsibility for the associate this way retention & access to manager will be good. it will be WIN WIN Senario Point # 5 : When an assocaite made any fatal error or critical error on call. are we giving the feedback on the same day for the fatal error?. we should also identify the agent controllable and no controlable of the fatal errors. based on that we should give feedback to the associates. also when we provide feedback we should identify what is the problem for associate and try to close this issue if it official. please do let me know if you have some more on the fatal error or critical error reduction Regards KS