WHITE PAPER ON CONTACT CENTER CLIENT

PROBLEM STATEMENT

Before partnering with Precistat for Contact Center services, our esteemed Client based out of the West Coast in the USA, was struggling with extremely high backlog volumes of Unanswered Calls, Chats & Emails; also, to mention no CSAT score. Limited resources were available to cater service delivery requirements in terms of answering Customer Calls, responding to customer Chats etc. They were struggling with capacity planning and the COVID pandemic worsened the situation. They were contemplating on partnering with a Vendor in the Contact Center Services Spaces to overcome few issues as follows.

Ever Increasing Backlog of 5000+ Open Tickets.
Unstructured Data – No Proper Coding of the Reasons by Product, etc.
No CSAT Score Implemented.
Redundancy Building, More so Owing to Pandemic.
Unplanned Capacity and Delayed or no Responses.
No Insights into Metrics Leading to a Lack of Metrics Driven Approach.
No Proper Documentation for every Process.

BLENDING SELF-DRIVEN, LIVE, COLLABORATIVE LEARNING AND QUICK SERVICE DELIVERY

Understanding the Business Model by Product Lines and Collaborative Approach in Defining Standards.
Identified the 20% Items Creating 80% Noise and Designed a Plan of Action Accordingly.
Most Common Contact Reason.
Products with Most Escalations/Noise.
Reason by Product Analysis.
Defined Process Flows for AP (Procure to Pay), AR (Order to Cash) with Detailed Checklists, Exceptions, Dependencies, etc.
Documentation Build on a ‘Self Learn Approach’ Mode.
Measured and Optimized Capacity.
Value Based Reporting and Metrics Driven Approach.
Structured Data – Proper Coding of Actual Reason/Issue for the Call, Chat, Email, by Product, etc.
Live Dashboards.
Improved SLAs.
Comparative Trend Analysis of SLAs & Volumes Handled.
Awareness into Process Gaps, Productivity Tracking & SLAs.
Collaboration with the Client to Add More Products and set up In-House Lab for Effective Training.

VALUE-ADD INITIATIVES: KEY POINTS ON QUICK TURNAROUND

Data Analytics and Capacity Planning.
Most Common Contact Reason.
Extensive Review of the Available Data in Terms of Volumes from all Segments Viz, Calls, Chats, Emails, etc.
Designed Capacity Planning Considering Coverage Across Geographies of the Customers.
Detailed Staffing Requirements for both Onshore and Insights Satellite Teams.
Clearing Backlog.
Cleared the Back Log Volumes of Open Ticket Items of Around 5000+ with an Accuracy of 98.53%.
Closed 541 Tickets on Live Processing of 3 Hours Per Day in the First Week of Training.
First Response Satisfaction Starts Exceeding First Response Breach Levels (Jan 22nd thru Feb 1st).
Built in Redundancies.
Agents Certification Status/Capability Index: email-14, voice-9, chat-5.
All Certified on General Queries and 5 Agents Specialists on Tech.
Dashboards & Reporting.
Built a LIVE Dashboard Showcasing.
Ave Response Time (ART), Average Handle Time (AHT), Total Calls, Total Inbound, Total Outbound, Calls Answered, Calls Abandoned.
Current Day.
All the above by Hour, US team and India team.
Some Metrics as on March 31st.
SLA Growth from 10% in Jan – 21 to 60% in 3rd Week of March.
Abandon Rate Reduction = 62% –> 48%.
ART Steady Reduction = 4.4 –> 2.7 mins.
IVR Options Introduced – Customer Auto Classification.
Calls/Agent Day = Converging towards US Team Metrics = 133 vs 83 as on Mar 31st.
Proper Categorization of all Issues.
Implementation of CSAT Score.

ROI FOR THE CLIENT- VALUE ADD TO THE CLIENT

Created Absolute Redundancies for all Segments Viz, Calls, Chats, Emails Across Customer Geographies.
Quicker Turn-Around Times in Terms of Service Delivery.
Helped Establish CSAT Score.

INSTITUTIONAL UNIQUENESS

PreciStat distinguishes itself in three different ways: Precision, Pace & Partnership which is achieved by its People, Process & Products. Precistat is the ideal partner because of its collaborative approach with a steady focus of ‘Precision’ and Quick Turn Around times and enhance the value-add services to clients.

Experienced Team with Overnight Processing Capabilities Available 24/7 to Meet Client Requirements.
Powerful HR Model to Place Qualified Resources Quickly.
Processes Focused on ‘Continuous Improvements’ Based on Lean & Six Sigma Principles.
Products Developed in House with a Focus to Add Value to the Clients.
Bring on Board a Team to Quickly Move to a Go-Live Status.
Blended Team with Qualified and Experienced Personnel, Productivity Round the Clock, Process Mapping with Detailed Checklists, CTQs, Exceptions.
Highly Qualified People Involved Fully in Service Delivery to ensure Good Quality and Turn Around Time with Deep Insights into Process Improvements.
Full Time Tele-Commuting Employee for Real-Time Clarifications and Consensus.