JCM –INITIATIVE TO ENHANCE QUALITY OF SERVICE AND CUSTOMER EXPERIENCE

Confidential – Limited Access Document

Joint Call Monitoring (JCM)

Prepared By: Ajay Tarani

Objectives

Confidential – Limited Access Document

To Improve overall ‘Quality of Service’ on calls for agents

To Enhance Customer Experience

Prepared By: Ajay Tarani

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Quality of Service

Confidential – Limited Access Document

Quality of Service refers to the generic Call Quality given by the agent on a given call

Quality of Service refers to agents awareness of tools & alertness on call (active listening)

Quality of Service refers to the agent’s swiftness and agility to service the caller

Prepared By: Ajay Tarani

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Customer Experience (CE)

Confidential – Limited Access Document

Last / Latest interaction of the customer with the Contact Centre Agent.

Point of View of the Customer (C-SAT, VoC)Make or Break situation for an EOELeads to Customer Loyalty or Customer

Migration

Prepared By: Ajay Tarani

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Improving Quality, CE through JCM

Confidential – Limited Access Document

Each Week Two Agents per team monitored. Each Agent monitored, coached wherever need be and improvement

to be tracked in the succeeding week, change showcased. JCM independent from Quality, C-SAT, VOC purely and entirely

based on CE. Instant Feedback to the agent after the call is over to foster change,

build awareness and strengthen efficacy. Focused approach to overall Customer Satisfaction (Remote Heat

Check) on call. Focused on Call Control techniques and also on Tool Navigation. Focused on “FCR” to avoid “FCR Non Compliance on Call” and

“EOE” Capture more Cases/PNR’s as EOE Busters. Increases Agents Alertness on the call soon as JCM is visible on the

floor.

Prepared By: Ajay Tarani

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Participants/Inventory/Involvement

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Lead by SDM, along with Team Managers and Team Leader (or TL,TM&SDM)

Not more than 5 people at any given point in time to rate the call on CE

A TL/ATM workstation, Grading Scale (to be published soon) JCM timings to be flexible to cover all the shift except BQ SDM intervention on 40%-50% spot feedback of the calls to create

seriousness to business in the agent’s mind

Prepared By: Ajay Tarani

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Showcasing JCM

Each period (week or fortnight) data to be published on a visible dashboard to increase involvement

JCM to be showcased as ‘Surprise Check on Call’ or ‘Flying Scout’ in PSBs

Prepared By: Ajay TaraniConfidential – Limited Access Document

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