few learnings from similar projects, validate them and provide quick fixes, close the project in 45 days but can further improve on constant basis
– average call handling time of the agent is the output Y. check for the maximum call handling time for query, complaint or request calls
– check for these respective inputs like – call handling time = call answering time+hold time+wrap up time, see the contributor
– hold time can be reduced by providing several information on one screen (front end) or a URL which can be referred to. also enhance decision power of agents (especially to reduce time taking approvals etc), specific inputs through training on certain process after listening to few long duration calls
the entire data can be collected for the last one month to arrive at improvements
We always reduce call handling time for our sake (reduce operating expenses by enhancing productivity) but make sure what the customer wants (resolution), hence agents should not become time sensitive but customer sensitive
regards,
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