UnplannedShri

nkage:Whenanagentisrost
eredbutdidnott
urnup,i
sknownas
unplannedShr
inkage.Unpl
annedshr
inkagei
ncludesbot
hAbsentsandUSLs
(Unschedul
edLeaves).

Tar
get
:Maxi
mum:
6%

Cal
cul
ati
on:

Unpl
annedShr
inkage= Absent
s+USLs*100
Tot
alRoster
ed

Eg:
Case Team St
rengt
h WeekOf
f Absent USL Unpl
annedShr
inkage
1 20 0 2 0 10.
00%
2 20 0 0 2 10.
00%
3 20 0 2 2 20.
00%
4 20 5 2 0 13.
33%
5 20 5 0 2 13.
33%
6 20 5 2 2 26.
67%

PlannedShri
nkage:Whenwerost
erthel
eaveofanagentt
henthisi
sknownasPl
anned
shri
nkage.Pl
annedShri
nkagei
ncl
udesonl
ythosel
eavewhichareupdat
edi
nther
oster
.

Tar
get
:Maxi
mum:
5%

Cal
cul
ati
on:

pl
annedShr
inkage= Rost
eredLeaves*100
TotalRost
ered

Eg
Case Team St
rengt
h WeekOf
f Leav
es Roster
ed Pl
annedShri
nkage
1 20 0 2 18 11.
11%
2 20 5 2 13 15.
38%
Tot
alShr i
nkage:TheSum t
otal
ofpl
annedandunpl
annedshr
inkagei
sknownast
otal
shr
inkage.

Tar
get
:Maxi
mum:
11%(
6%Unpl
annedand5%Pl
anned)

Cal
cul
ati
on:

Tot
alShr
inkage= Rost
eredLeaves+USLs+Absent
s*100
Total
Roist
ered

Case Team St
rengt
h WeekOf
f Absent USL Leave Roster
ed Tot
alShri
nkage
1 20 0 2 0 1 19 15.
79%
2 20 3 1 2 1 16 25.
00%

Attr
iti
on:Whenanagentmov esoutofthesy
stem.Heei
therr
esi
gnsori
sabscondf
rom
the
System.Thesameiscalcul
atedasfol
lows

Tar
get
:Maxi
mum:
8%

At
tri
ti
on= __Tot
alNo.ofagentAt
ti
red *100
(
OpenCount+Cl osi
ngCount
)/2

Opening Closi
ng
Mont
hs Count Count Av
erage Resi
gned UAT ATL At
tri
ti
on%
Apr
il 81 76 78.
5 5 3 0 10.
19%
May 75 69 72 9 3 0 16.
67%
June 71 104 87.
5 1 0 3 1.
14%
Jul
y 104 85 94.
5 8 12 0 21.
16%
Aug 88 82 85 4 6 0 11.
76%
Sept 80 73 76.
5 5 7 0 15.
69%
Oct 72 80 76 7 2 0 11.
84%
Nov 85 87 86 7 0 1 8.
14%
Off
eredCal
ls:Tot
alNo.ofcal
l
slandedonI
VRaf
tersel
ect
ingcust
omercar
eopt
ionon
I
VR

Answer
edCal
ls:Tot
alNo.ofcal
l
slandedonAv
ayaoranswer
edbyagent
s

AbandonedCal
l:
TheCal
lwhi
chi
sdi
sconnect
edbycust
omeraf
terl
andi
ngonI
VRand
bef
orelandonACD/
Avay
a.

Shor
tCal
lDisconnect
:Call
whichget
sdi
sconnectedbycust
omerwi
thi
n5secaf
ter
l
andi
ngonIVRandbef or
elandi
ngonACD/Avaya.

Aver
ageSpeedofAnswer(ASA)
:Av
eraget
imet
akenbycust
omert
ogetconnect
edwi
th
cust
omercar
eexecut
ive.

Tar
get
:Lesst
han20sec

Cust
omer Ti
meTakentogetconnect
ed
A 13Sec
B 22Sec
C 13Sec
D 9Sec
ASA 14Sec

Note:Delayti
meshoul
dnotbemor ethan20Sec,
thati
scal
lshoul
dbeanswer
edwi
thi
n
20secelseitwoul
dimpactser
vicel
evel
.

Servi
ceLev
el(SL):Thi
sisanef
fi
ciencymatr
ixwhi
chi
ndi
cat
eshowqui
ckl
ywer
espondt
o
thecust
omers.Thesameiscal
cul
at edasf
oll
ows.

Tar
get
:Mi
nimum 80%f
orpr
epai
dand85%f
orpost
pai
d

Ser
viceLev
el= Cal
l
sansweredwi
thi
nThreshol
dTime(20Sec)*100
Cal
lsof
fered–AbnCal
lsLessThan5Sec

Cal
lsOff
ered Abdnwi
thi
n5Sec Cal
lsAnsweredwithi
n20sec Ser
viceLevel
40000 50 38000 95.12%
45000 30 44800 99.62%
50000 15 49300 98.63%
AnswerLev
el(AL):I
tisthepercent
ageoft
otal
cal
l
sanswer
edoutofal
lthecal
l
sof
fer
ed.
Thesameiscalcul
atedasfol
lows-

Tar
get
:Mi
nimum 95%f
orpr
epai
dand97.
5%f
orpost
pai
d

AnswerLev
el= Tot
alCal
lsAnswer
ed*100
Call
soff
ered

Cal
lsOff
ered Abdn Cal
lsAnswered AnswerLev el
40000 0 40000 100.00%
45000 50 44950 99.
89%
50000 100 49900 99.
80%

AbandonPercentage:I
tist
heper
centageoftot
alcal
l
sremai
nedunanswer
edoutofal
l
thecal
lsof
fered.Thesameiscal
cul
atedasfoll
ows-

AbandonPer
cent
age= Total
Call
sAbandoned*100
Cal
lsof
fer
ed

Tar
get
:Maxi
mum 5%f
orpr
epai
dand2.
5%f
orpost
pai
d

Cal
lsOff
ered Abdn Cal
lsAnswered AnswerLev
el
40000 0 40000 0.
00%
45000 50 44950 0.
11%
50000 100 49900 0.
20%

NetAbandoned:Tot
alAbandoned–Shor
tcal
l
sDi
sconnect
.

Av
erageTal
kTi
me(
ATT)
:

ATT= __
_ TotalTal
kTi
me____
Total
Call
sTakenbyagent

Tot
alTal
kTime(I
nSec) Cal
l
sTaken ATT(I
nSec)
23200 160 145
21900 150 146
20580 140 147
ACW:itst
andsforAft
ercal
lwor
k.Usual
l
yagentget
s3secsaf
terev
erycal
ltocapt
uret
he
cal
lsummaryinsyst
em.

AverageHandleTi
me(AHT):Thi
sisanav
eraget
imet
akenbyanagentt
owi
ndupt
he
cal
l.Iti
ncl
udesTal
kti
me,Hol
dTimeandACW.

AHT= _Tot
alTalkTime+TotalHol
dTime+tot
alACW_
TotalCal
l
sTakenbyagent

Or

AHT=ATT+Av
erageHol
dTi
me+Av
erageACW

Call
s ATT ACW Hol
d ACHT
1137 106. 39 2.
04 3.
57 111.99
1881 119. 43 1.
21 1.
15 121.79
1378 131. 33 1.
78 4.
26 137.37
1428 125. 56 1.
53 0.
35 127.45
574 81.85 0.
00 5.
64 87.
49
1680 132. 26 1.
40 3.
65 137.31

Tel
ephoneOccupancy

Thi
sismatr
ixwhichhel
pstomeasur
ethepr
oduct
ivi
tyofandofanagentorpr
ocess.The
sameiscal
cul
atedasfol
lows

Tel
ephoneOccupancy= _Tot
alCall
sTaken*AHT_*100
St
affTi
me–AUXTi me

Or

Tel
ephoneOccupancy= _ Tot
alCal
l
sTaken*AHT______*100
(
Tot
alCal
l
sTaken*AHT)+(Av
ail
Time+Break)

LogIn Avai
l Occupi
ed Tel
Agent St
affTi
me AUX Time Ti
me Cal
l
s AHT t
ime Occupancy
A 540 60 480 7050 150 145 21750 75.52%
B 540 70 470 7480 140 148 20720 73.48%
C 540 50 490 2370 170 159 27030 91.94%
Not
e:-Staf
fTi
me,AUXandLogInTi
meisi
nminut
es
AHT,Av
ail
Time,
andOccupi
edTi
meisi
nSec

Cal
lPr
oject
ion/Cal
lFor
ecast

TheEsti
mat i
onwhichcli
entgi
vesregar
dingthecallf
lowt
oit
sServiceProvi
der
/BPO/Cal
l
Centert
hathowmanycal l
sitbewill
bereceivi
ng.Thi
sest
imati
onisgivenwell
inadv
ance
sothatproperr
oist
eri
ngisdonetoensurethatSLandALtar
getsaremet .

Pointshouldbenot edov erhereisthatwhateverprojecti

onisgiv
enbycl i
ent,
Service
Providershouldensur ethatSLandALt argetsaremetev enon120%ofcal lfl
owr ecei
ved
againstcall
sforecast edorpr oj
ected.
Howev erifCallf
lowi smor ethan120%ofCal lForecastandSL/ALt argetsarenotmet
thendayst andstomi ti
gate.Perfor
manceoft hatdaywi l
lnotbeincludedinmont hly
performancebuti fstill
Serviceprovider
smanagest omeetSL/ ALt argetsevenwithmor e
that120%ofcal lflowt henper f
ormanceoft hatdaywi l
lbeincl
udedi nmont hl
y
performance.

Cal
cul
ati
on

For
ecastPer
cent
age = _Actual
CallFlow_*100
Cal
l
sForecasted

Cal
l
sFor ecast
ed Act
ualCal
lFl
ow For
ecastPercent
age SL/AL
50000 48000 96% Mustbeachi
eved
48000 57000 119% Mustbeachi
eved
45000 58000 129% DayMiti
gat
es
Qual
it
iesofGoodTeam Leader

 GoodLeadermustbear ol
emodel ;hemustsetexampl esfi
rstbefor
eheexpects
hi
steam t
odoso
 Hemustbeagoodmot i
vator.
 Hemustbeagoodco- coordinator
.
 Hemustbeinnovati
ve.Heshoul dnotbeafrai
doffail
ureandshouldalway
sbring
newwaysofdoingthings.
 Hemustbegoodpubl icrelati
onman.
 Hemustbeaggressive.
 Heshoul
dhavest r
ongpr ocessknowl edgeandproductknowledge.
 Hemusthavestronganal y
ticalski
ll
s

Rol
esandResponsi
bil
it
iesofTeam Leader

 I
sappr oachableandof ferssuppor ttocol leaguesonwor kprobl ems
 Delegat esresponsibili
tyandaut horit
yt osubor di
nates
 Reinforcesanenv i
ronmentoft r
ust
 Givespeopl espacet owor k(avoidanceofmi cro-management )
 Demonst ratesfundament albeli
eft hatev eryonehast al
entandcapabili
tytodev
elop
 Ensur esthatper f
ormancemet rics/gr aphsar eshar edwithall
 Createsanet hi
calwor kenv i
ronment
 Keepspeopl echarged
 Demonst ratesa‘humant ouch’
 Retainshi ghperformer s/highpot entialempl oy ees
 Prov i
desi ncenti
vesi ntermsofcar eerpl anningandgr owthinsidetheorgani
zat
ion
 Accur atel
yassesseswhatpeopl ear ecapabl eof
 Uti
lizesMI Seff
ectively
 I
nv i
tesnewi deasfrom peer s&subor dinatesf orbetterqual
ityorProducti
vit
y
 Showstoleranceandconsider
ationforot
hers
 Showsconcer nforpeople’
sproblems
 Maint
ainsdiscipl
ine
 Getspeopletowor katthesamepaceashi s
 Ensur
essubor
dinat
esf
eel
comf
ort
abl
etoshar
ethei
rvi
ewswi
tht
hem

Howt
ocont
rolAHT

 Str
ongpr oductknowledgewi l
lensuret hatagentswindupt hecal
ls
 Agentshouldav oi
dunnecessarypr obing;probingpartofthecal
lshouldbev er
y
ef
fectiv
eandpr ecise.
 RegularAudit
sandi nstantf
eedbackbyt eam leaderwouldalsoensurethatagent
s
ar
et ouptodateonpr oduct.
 Weshoul danalyzeisthereanyparticularqueryonwhi chagenti
sstruggli
ngand
 gi
vi
nghi
ghAHTandaccor
dingl
yshoul
dconductr
efr
esheront
hesame.

Howt
oIncr
easeSL/
AL

 Absenteei
sm shoul
dbebroughtdown.
 EnsureAdequateStaf
fi
ng
 ReduceAHT
 Bri
ngdownorFr eezeAUXduri
ngPeakHour
sordur
ingQueue

Howt
oImpr
oveQual
it
y

 Strongpr oductknowl edgewoul dal

way sensuregoodqual i
tyscor e.
 Instantf eedbackshoul dhappen
 Wemustmakeagent sli
stentothecallssothatt heygettoknowwhatgoodorbad
hashappenedoncal ls.
 TLshoul dal soaudithisteam regul
arlyandshar efeedback
 Inor dert oimpr ovequalit
yanalysi
sshouldbemadeonpar amet erwiseand
accor di
ngl yagent sshouldbemadeawar eoft hat.
 Speci alfocusshoul dgi v
ent onewagent sorthosewhoar eregul ardefaul
ter
sof
quality.
 SoftSki llTraini
ngshoul dbeconduct edtoimpr ovecallet
iquettes.
 No.ofFat alshouldbebr oughtdown.
 Wecanal sor uncer t
aincontesttokeepthecompet i
ti
vespi r
itali
v e,
italso
mot ivatesagent s.

Howt
oCont
rolFat
alPer
cent
age

 Itshoul
dbeensur edthatagentsattendbr i
efing-debri
efi
ngwi thoutfail
soast o
remainupdatedont heproduct.I
twi l
lreducespr oductrelatedfatal.
 KET( KnowledgeEv aluat
ionTest)shoul dbeconduct edaf terregulari
nter
val.
 Analysi
sshouldbemadei sthereanypar t
icularqueryonwhi chagentisstruggl
ing,
accordi
nglyrefreshershouldbeconduct edf ortheagent .
 Weshoul dmai ntaincontactcheckonagent ssot hattheydonotbecomecasual
oncall.

KPI
s(KeyPer
for
manceI
ndi
cat
ors)

 SL80%f orPrepaidand85%forpostpai
d(Mini
mum)
 AL95%f orprepaidand97.
5%forpostpaid(
Minimum)
 Abdn5%f orprepaidand2.
5%forpostpaid(
Maxi mum)
 Quali
ty80%(Mi ni
mum)
 AHT145Sec( Maximum)
 C-SAT90%f orprepai
dand92%f orpost
paid(Minimum)
  Uni
queTagging95%f orbot
hprepai
dandpostpai
d(Mini
mum)
 HotTip90%forbothprepai
dandpostpai
d(Mini
mum)
 Absenteei
sm 6%forbothpr
epai
dandpostpai
d(Maximum)

KRA

shri
nkage
achive
Target
Attr
it
ion
Aht
real
moniting
bott
om
perf
ormanc
eOneo
One

Howt
oCont
rolAt
tri
ti
on

Well
!WhatIper sonall
yfeeli
st hati
fwetal
kaboutbri
ngingattr
it
iondowntozeroand
maint
ainitconstantl
y,whichseemst obeamythbecausethosewhohav ejoi
ned
or
ganizat
ionwillsurel
yleaveitoneday.Howev
erpracti
call
ywecansur el
ypostpone
at
tri
ti
onofanagentandy esofcour sewecanachiev
e0%at t
ri
ti
onandmai nt
ainitf
ora
whil
etoo.

Fort
hat
:-

Weneedt ocr
eateconduciveenvironmentforemployeewhereopport
uni t
iestogr owar e
ample.
HRshoul drol
loutIJPsfrom timetoti
me
Ratherthanhi
ringfrom outsideforhi
gherposit
ionsHRshouldrel
yoni nternalresources
andgiv et
hem chancetogr ow.Iam sureemployeewill
har
dlylookoutsidef orbetter
oppertuni
ti
es.

Apartfrom that,beingteam l
eaderweour selv
escancont r
ibut
eal otev
eni fHRissuitabl
e
candidateforrequiredpositi
onfrom i
nternalr
esources.
Delegationwillsurelypr
ovetobeanef f
ecti
vetool,weneedt oidenti
fySPOCsf rom our
team anddel egatethewor kamongt hem, i
tnotonlyreducesthewor kpressur
ef r
om
supervi
sor sbutalsobr i
ngssenseofr esponsi
bil
it
yandbel ongingnessamongt he
subordinatesandpr eparesfutur
eleadersfororganizat
ion.

Weneedt
obui
l
dver
yst
rongt
eam bondi
ngwi
thourt
eam member
ssot
hatnev
erf
eel
i
gnor
ed
Speci
al f
ocusshouldbegi ventoagent swithl esst
hat30daystenureonfl
oor,because
general
lytheycontr
ibut
eal otintotalatt
ri
tion.Forawhiletheyshouldbekeptincomfort
zonebecauset heywil
ltaketimet olear
nt hingsandweshoul dnotbuil
dpressureon
them andalsoshouldnottreatthem thesamewayweusual lyt
reatoutol
dagent son
fl
oor.

Ihasbeenwellsaidbysomebodyt hat“
peopl
edonotleav
eorgani
zat
ion,peopl
eleave
peopl
e”.
Mostoftheti
me, becauseofourownconduct,maybewearenotabl
et ojel
lupwith
employee,
Theymov eout.
Weneedt ospendsomet imewitheachandeveryt
eam membersandwi t
henti
reteam as
well
.
Weneedt ogiv
et hem humantouch.

OTHERWI
SETHEREI
SNOMAGI
CALRODAVAI
LABLEWHI
CHBRI
NGSATTRI
TIONDOWN
TOZEROOVERNI
GHT.