Net RPC_iYogi_CHD_V4 0_1

© 2012 IBM Corporation

Project Template (RPC Improvement)

Name (GB/BB): Ravi Walter

Date:

© 2012 IBM Corporation 2

Project CharterDefineBusiness Case

Site missed on site level SLA targets for Net RPC for the Q4 2012. It became an exigency to meet the SLA target LOB wise through optimize utilization of call volume along with channelizing the mythology.

Competency: ICOE

Location: Chandigarh

Project Benefits: Q4’2012 Financial Savings

Saving IBM Client Total

In INR 2,273,167 2,565,833 4,838,999

In $ 41,330 46,652 87,982

Project TeamSponsor / Champion : Himanshu RathoreCharting Manager: Charu AhluwaliaProject Leader : Ravi WalterProject Mentor : Anshu ManglikSME : Nishit RajanTeam Members : Nishit Rajan, Sanket Khandelwal, Akshay Sethi and Parikshit Jassal

Problem StatementIn the last quarter i.e. Q4 2012 we missed the SLA targets for both the LOBs considering Quarter’s performanceNet RPC Printer Netgear SEM Overall AchievedOct'12 $8.83 $7.20 $8.02Nov'12 $10.53 $7.86 $9.15Dec'12 $9.97 $10.10 $10.04

Average $9.78 $8.39 $9.07

Goal StatementWe need to meet the target as per the SLA Targets:Printer- $13Netgear SEM- $10

ScopeIn Scope- Both The LOBs Printer and Netgear SEMOut of Scope: All other sites or process i.e. the project is for only iYogi CHD site .

Project Plan

Phase Completion Date Status

Define 19th Jan'13 Close

Measure 8th Feb'13 Open

Analyze 28th Feb'13 Open

Improve 28th Mar'13 Open

Control 8th May’13 Open


iYogi & End User To generate maximum revenue with FCR and end user satisfaction Net RPC

Voice of Customer Define


CTQ

Opportunities: All incoming resolution provided calls

Independent Variables

Dependent Variables(Key process steps)

Net RPC

Maximum Revenue Generation Outflow Reduction

Opportunity and Defect Definition

Solution Tree Define

Effective Utilization of call Volume

Less CPA

High Value Sales along with healthy sales

conversion%

Appropriate Customer Education

/Resolution/Value for Brand

100% efforts on each call before picking the next call and following all the procedures. Reduction in

Call Avoidance

Defect: Non converted probable revenue generating call


Financial Benefit maximization

CCR

CTQCTQ

Net Revenue Per Call

Net Revenue / Total Inbound Calls

Practitioners below target for Net RPC- Q4

Printer- 79.53%Netgear- 68.30%

Printer- $13 & Netgear - $10

CTQ Details Define

JPEG image

iYogi & End User To generate maximum revenue with FCR and end user satisfaction Net RPC


Define

S Supplier

I P O C Customer

Output

Process

Input

IBM GPS iYogi

Incoming Calls on CISCO

Process Sales of iYogi

Plans (Annual/Gold Etc)

Customer Satisfaction

iYogi End user

Customer

Incoming CallsCreation of Customer’s

Account

Understand Customer’s

technical issue to identify

In-scope/OOS issue and take remote for

resolutionProvide Resolution

Pitch for subscription Plan for Sales. Else free support if small issue

Results in revenue

generation

Start End


Project Charter

CTQs: Net RPC

Total time to completion ( in Months ): 3 months

Project Charter

CTQs: Net RPC

Total time to completion ( in Months ): 3 months

DEFINE Summary Define


Measure Measure

Measure Net RPC

Operational Definitions

Net Revenue / Total Inbound Calls

What When How

Net RPC Daily WFM reportJPEG image


MeasureKey Input & Process Indicators for CTQ

CPA High Value Sale Less Outflow

Month Calls Per Agent Overall Outflow % Net RPA Net RPC

Oct_12 15 12 $137.14 $7.97

Nov_12 16 9.96 $159.23 $9.12

Dec_12 15 10.66 $168.59 $10.03

Jan_13 13 9.19 $178.17 $12.01


Measure

Oct_12 Nov_12 Dec_12 Jan_13

Calls Per Agent 15 16 15 13

Overall Outflow % 12 9.96 10.66 9.19

Net RPA $137.14 $159.23 $168.59 $178.17

Net RPC $7.97 $9.12 $10.03 $12.01

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Calls Per Agent

Overall Outflow %

Net RPA

Net RPC

Above Mentioned Trend- Shows positive trending for factors contributing to CTQ


Measure

2426

29

34

$7.97 $9.12

$10.03 $12.01

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Oct_12 Nov_12 Dec_12 Jan_13

High Value Sales

Net RPC

AHT

Month AHT High Value Sales Net RPCOct_12 24 1247 $7.97 Nov_12 26 1235 $9.12 Dec_12 29 1530 $10.03 Jan_13 34 1141 $12.01


AnalyzeQUALITATIVE- Analysis

Low Net RPC

High Outflow High CPA

Low Net Revenue Less High Value Sales

Incorrect Sales

Incorrect T/S

Incorrect Branding

Customer Dissatisfaction (Services)

Inappropiate Customer Education

Lack Agent Ownership

Due to lack of L1/L2 O wnership

Incorrect payment authorization

High Call Avoidance

High OOS calls

High Ghost Calls

InadequateTech/ Comm SkillsNot Following Quality Procedures

Unnecessary Transfers

High OutflowLow value sales

Offer all valid plans

Non Sale Pitch Adherence

Less Affordability

Agent Behavior Issues

Lack of 100% Efforts/Explore all Sale opportunities

Cause and Effect


AnalyzeQUANTATIVE- Analysis

Gagan JethiGaurav Chahal M Raj Manish Gill

Mukesh Sharma

Parikshit Jassal Ratish Jha

Sachin Sarohi

Shobhit Shankhdhar

Vipin Bhateja

Oct $8.57 $7.10 $6.54 $9.03 $7.12 $6.19 $8.44 $8.27 $8.99 $9.98

Nov $10.22 $7.63 $6.64 $10.23 $2.82 $7.42 $11.24 $8.61 $10.36 $9.85

Dec $10.67 $11.53 $7.62 $10.67 $8.38 $10.61 $9.94 $8.68 $8.76 $14.48

Jan MTD $12.10 $12.30 $9.18 $10.57 $8.26 $11.81 $11.93 $11.40 $14.38 $13.50

$2

$4

$6

$8

$10

$12

$14

Oct

Nov

Dec

Jan MTD

Most of the teams shown improvement from Dec’12 onwards due to rigor around performance on Net RPC


Analyze


Mukesh Sharma


Sachin Sarohi

Shobhit Shankhdhar

Vipin Bhateja

No of Calls 13400 16574 3777 16359 5128 16725 12721 18194 16243 12508

High Value Sales 494 676 105 551 151 583 506 674 613 522

0

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12000

14000

16000

18000

20000

No of Calls

High Value Sales


Mukesh Sharma


Sachin Sarohi

Shobhit Shankhdhar

Vipin Bhateja

Net Revenue $134,974.27 $154,575.06 $27,437.83 $164,834.96 $39,195.23 $145,489.33 $130,641.35 $165,879.82 $164,073.14 $144,714.81

Outflow % 14.92% 8.08% 10.50% 12.01% 6.27% 7.02% 10.20% 6.82% 12.85% 6.66%

$0

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Net Revenue

Outflow %


Analyze

Equal distribution of headcount/Calls/team Size month Wise


Analyze

Agent Tenure does not have any influence on Net RPC as lower quartile itself is 1.5 years old in the system. So most of the Agents are tenured on the floor


Analyze

Prime focus on bottom quartile who are sitting at odd $6 RPC


Analyze

There is a difference of 50 calls from top, middle and bottom quartile, need to work on reducing variability.

Variability in Revenue Generation also needs to be reduced


Analyze

Few teams need to meet $10 mark and more to reduce variability


Analyze

Few teams need to reduce the outflow% to below 10% mark and more to reduce variability


AnalyzeMajor Category & C-E matrix

Major Cat Description Control Impact Anticipated Benefit

Outflow

Incorrect Sales High High

Reduction in defects by 60%, by coaching , mentoring , audits, floor support and actions on non compliance cases. Anticipating below 10% defects. Current defect @ 15.19%,

Incorrect T/S High HighCurrent defect @ 4.57%, anticipating it to be at ~ 2%, by Audits and coaching on KB articles usage

Incorrect branding High High Current defect @ 5.87%, anticipating it to be at ~ 2%, by Audits and coaching

Customer Dissatisfaction (Services) Low High OOS for adamant customers

Incorrect Payment Authorization High Low Current defect @ 42.98%, anticipating it to be at below 10%, by coaching

Due L1/L2 Low Low OOS

Agent Ownership High HighAnticipating below 5% defects by coaching , mentoring , audits, floor support and actions on non compliance cases

Customer Education High High

Current defect @ 17.44%, Anticipating below 10% defects by coaching , mentoring , audits, floor support and actions on non compliance cases




CPA

Call Avoidance High HighCurrent defect @ 1.80%, Anticipating it to be @ ~ 1% by coaching , mentoring , audits, floor support and actions on non compliance cases

OOS Calls Low High OOS, as do not have control on call volume

Ghost Calls Low HighOOS ,as do not have control on call volume

Tech/Comm. Skills High HighCurrent defect @ 4.57%, anticipating it to be at ~ 2%, by Audits and coaching

Avoid Transfer Low LowOOS, as do not have control on Cisco and Business intelligent tool. Random Audits are the only check point.

Not Following Quality Procedure High LowCurrent Scores at ~ 63%, Anticipating it to be @ 70% by coaching , mentoring , audits, floor support and actions on non compliance cases




High Value Sales

Agent Behavior High High

Agents are in a habit, not to pitch for high value plans Presuming sale opportunity will be lost , We are guiding the Agents to use effective sale pitch and usage of rebuttals . Current defect% at 7.18% . Anticipating all the Agents pitching for Annual Plan minimum by Audits/Pitch Adherence report and floor support

100% Efforts and Provide all Sale Plans High High

Agents are being coached to provide all the possible Sale Plans to the customer

and give 100% efforts to crack sales




Zero Seller % Less Efforts High High

Current Situation at 21.95%, this percentage should be below 20%. All the Agents have been informed that they have to crake sale everyday, QA team monitors previous day calls for the agents with no sale and provide appropriate feedback


Implementation Plan Improve

Description Improvement Action Plan Benefit Owner Status Artifacts

Outflow

1.Performing 100% outflow scrubbing and publishing the report on weekly basis, constructive feedbacks are being provided to all the agents to whom outflow is attributed

1.43%/$11,546.27 Quality On Going

1.Educating the agents about the attribution reasons and guiding them about making sales through providing correct information

Zero Sellers:

1.Dedicated QAs have been assigned to agents with zero sales, guiding them to crack sales using effective rebuttals, and they are provided with real-time feedback

8.52% Quality On Going

1.QA team is also auditing calls for zero seller for their team members and providing feedback on opportunity areas

Call Per Agent

1.QAs are regularly keeping track on agents with high no. of calls to ensure they are not wasting calls due to call avoidance or missing on opportunities around sales. Real time feedbacks are provided to them to ensure meeting the Net RPC targets

Reduced by 1 callAt present its at 13

calls per AgentQuality/

OPSOn

Going

High Value Sales

1.Publishing pitch adherence report to check if agents are pitching for high value sales or not

3.66% Quality/OPS

On Going 2. Agents are being coached to pitch for High value sales, QAs are

regularly taking sessions to ensure pitch compliance

Compressed (zipped) Folder


Implementation Plan ImproveKey Actions ( Quality Team Perspective) Status

Weekly outflow analysis shared with the Operational stakeholders, and feedback shared with the respective defaulter , with the objective of reducing Outflow Ongoing

Dedicated QAs have been assigned to agents with zero sales, guiding them to crack sales using effective rebuttals, and they are provided real-time feedback Ongoing

QA team is also auditing calls for zero seller for their team members and providing feedback on opportunity areas Ongoing

QAs are regularly keeping track on agents with high no. of calls to ensure they are not wasting calls due to call avoidance or missing opportunities around sales. Real time feedbacks are provided to them to ensure meeting the Net RPC targets

Ongoing

Publishing pitch adherence report to check if agents are pitching for high value sales or not Ongoing

Agents are being coached to pitch for High value sales, QAs are regularly taking sessions to ensure pitch compliance Ongoing

PLA (Performance Level Approach) process to ensure agents are giving the optimal performance and meeting the specified metrics Ongoing


Before – After Improve

Oct_12 Nov_12 Dec_12 Jan_13 Feb_13 MTD March_13$0

$2

$4

$6

$8

$10

$12

$14

$16

$8.12$8.98

$9.97

$12.02$12.70

$13.40

Before After

Over All Net RPC


ImproveBefore – After

Oct_12 Nov_12 Dec_12 Jan_13 Feb_13 MTD March_13

$0

$2

$4

$6

$8

$10

$12

$14

$7.20$7.86

$10.09

$11.69 $12.07 $12.29Before After

NetGear SEM


ImproveBefore – After

Oct_12 Nov_12 Dec_12 Jan_13 Feb_13 MTD March_13$0

$2

$4

$6

$8

$10

$12

$14

$16

$8.83

$10.53$9.97

$12.56

$13.82

$15.18Before After

Printer


Standardize and Sustain ImprovementSL. No.

Process Description Control Point Specification Frequency Responsibility Control

Method Reaction Plan

1. Outflow Scrubbing

Refund and Chargeback and potential Outflow calls are being checked by the QA team for Feedback and Action

Through Feedback we need to reduce the outflow% (target below 10%). So that Net RPC should not get adverse affect

Weekly outflow analysis shared with the Operational stakeholders, and feedback shared with the respective defaulter , with the objective of reducing Outflow

Quality

WFM Reports /Internal Dashboard/BI real time reports

Periodic Flagging/Team Sessions/for behavior issues actions as per DG

2Zero Sellers

Audits To ensure no Agent goes without Sale.

Dedicated QAs have been assigned to agents with zero sales, guiding them to crack sales using effective rebuttals, and they are provided real-time feedback

Daily QualityWFM and Internal Quality Report

Creation of Focus Group and PIP

Process

Control


Standardize and Sustain ImprovementSL. No.

Process Description Control Point Specification Frequency Responsibility Control

Method Reaction Plan

3. CPA (Call Per Agent)

QA team Audit calls for the Agents with high number of calls, to check whether calls are being utilized appropriately or not and there are no instances of call avoidance.

Through Feedback we need to reduce the outflow% (target below 10%). So that Net RPC should not get adverse affect.

Daily/Weekly Quality

WFM Reports /Internal Dashboard/BI real time reports

Periodic Flagging/For behavior issues actions as per DG

4.High Value

Sales To ensure all the Agents Pitch for High value Sales

Agents are being coached to pitch for High value sales and Shop Products, QAs are regularly taking sessions to ensure pitch compliance

Daily QualityWFM and Internal

Quality ReportCoaching and

Feedback

Control


Business Impact

Business Challenge

Key Observations

Project Start Date: XXXX

Project End Date: XXXX

Project Leader: XXXXX

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Bharti Airtel

The Client

Solution Applied

Performance Metric

BaselinePost

Improvement Cost/Unit

XXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXX.

PROJECT TITLE : XXXXXXXXXXX

XXXXX

XXXX

XXXX

XXXX

ONE PAGE STORY BOARD


SIGNOFF & ARTIFACT CHECKLIST

Description StatusChampion Signoff ?Sponsor Signoff ?Mentor Signoff ?Finance Signoff ?One Page Story Board ?GB Training ?


Documents

Net RPC_iYogi_CHD_V4 0_1