vcustomer confidential april’ 09 – march’10 cghs helpline performance review
TRANSCRIPT
vCustomer Confidential
Monthly Call and email Analysis
Monthly call and email Summary Service level Outbound Call Summary Outbound Call Activity Analysis
Monthly Queries Composition
Customer Query Composition Monthly Query Analysis Statewise Call Summary Zone Wise Call Summary - Delhi
Team Quality – April 09 – March 10
Opportunity Areas and Recommendations
Review Agenda
vCustomer Confidential
Monthly Calls Comparison
Month Total Calls Offered Total Calls Handled Calls Abandoned Abandoned % Answered %
April 111 108 3 2.70% 97.30%
May 2411 1707 704 29.20% 70.80%
June 1786 1522 264 14.78% 85.22%
July 2796 2583 213 7.62% 92.38%
August 3205 2796 409 12.76% 87.24%
September 3108 2934 174 5.60% 94.40%
October 3121 2800 321 10.29% 89.71%
November 2977 2815 162 5.44% 94.56%
December 3101 2986 115 3.71% 96.29%
January 3034 2982 52 1.71% 98.29%
February 3657 3598 59 1.61% 98.39%
March 4627 4500 127 2.74% 97.26%
Monthly Call Comparison
111
2411
1786
3205 3108 31212977 3034
3657
4627
29342796
31012986
4500
3598
298228152800
17071522
25832796
1082.70%
29.20%
7.62%
12.76%
5.60%
10.29%
5.44%3.71%
1.71% 1.61%2.74%
14.78%
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
Total Calls Offered Total Calls Handled Abandoned %
vCustomer Confidential
E-mail Summary – Monthly Comparison
Monthly E-mail Summary
7
240 258
406461
592 614
409467
408327
386
7
215
322283
327
421442416500
345
233
393
2 151 51 70 48
85
4 23 3 0 180
100
200
300
400
500
600
700
Total Emails Offered Emails Answered Cummulative Open cases
Month Total Emails Offered
Emails Answered Pending Emails Cummulative Open
cases
April 7 7 0 2
May 240 233 7 1
June 258 215 43 51
July 406 345 61 51
August 461 322 139 70
September 592 500 92 48
October 614 416 198 85
November 409 442 -33 4
December 467 421 46 23
January 408 393 15 3
February 327 327 0 0
March 386 352 34 18
-The open case are those which are being sent to the Nodal Officers for clarifications and their replies were awaited.
- The Difference in the number of emails offered and handled are the pending emails.
- Received high volume during Aug till October where we had maximum pending emails
vCustomer Confidential
Zone Wise pending cases Count 1 Week of Pendency 2 Week of Pendency 3 Week of pendency
Head Quarter 1 0 1 0
Outside Delhi 2 0 1 1
Central Delhi 0 0 0 0
South Delhi 7 0 4 3
North Delhi 6 0 4 2
East Delhi 2 0 2 0
Total 18 0 12 6
Pending Cases Summary-March'10
7
6
2 1 2
0
Head Quarter
Outside Delhi
Central Delhi
South Delhi
North Delhi
East Delhi
Open Cases Summary - March’10
vCustomer Confidential
-Decline in the service level in the month of May’09 because of the high call volume in specific half hours
-Consistent Improvement in the Handling capacity of the team.
- December onwards we cross trained one associate so as to provide support at the time of crisis.
-January Out bound Calling activity was also initiated to inform the beneficiaries regarding their plastic cards availability with the dispensaries.
Service Level- Comparison
Answer Percentage and Abandoned Rate
71%
85% 87%
29%
15% 13% 10%
97%98%98%96%95%90%94%92%
97%
3%2%2%4%6%6%3% 8%
0%
20%
40%
60%
80%
100%
120%
Answer Percentage
Abandoned Rate
vCustomer Confidential
Outbound Call Summary
January – The outbound calling activity for Jungpura Dispensary conducted for the plastic cards
March – The outbound activity for South Zone was conducted to inform the beneficiaries regarding their Plastic Cards
130 120 120 90 130 128 42143 168 103 67 83 11 37 21 76 33 26 30
385
52 67 10
2310
0
500
1000
1500
2000
2500
April May J une J uly August September October November December J anuary February March
Outbound Call Summary
Outbound Call Made to Nodal Officer Outbound Call Made to User
vCustomer Confidential
Summary Total Percentage
Informed the beneficiary 1241 53.7%
Unable to contact 703 30.4%
Number Not Available 134 5.8%
Received the cards 215 9.3%
Does not need the cards 17 0.7%
Total 2310 100.0%
Outbound Call Summary- Jan’10 and March’10
Outbound Call Summary-March
53.7%
0.7%9.3%
30.4%
5.8%
Informed thebeneficiary
Unable to contact
Number Not Available
Received the cards
Does not need thecards
Outbound Call Summary-Jan
44%
6%2% 1%
46%
Informed the beneficiary
Unable to contact
Number Not Available
Received the Cards
Don't require the cards
Summary Total Percentage
Informed the beneficiary 176 46%
Unable to contact 171 44%
Number Not Available 24 6%
Received the Cards 9 2%
Don't require the cards 5 1%
Total 385 100%
vCustomer Confidential
Queries Category Composition
Customer Queries marked as ‘Others’ include calls relating :
• E Mails enquiries (Feedback on the pendency of the email cases)
• Test Calls (Twice or thrice daily)
• Misroute Calls/ Disconnections
Query Composition Summary
Query Category Count Percentage
Plastic Cards 10584 33.34%
Misc 13629 42.93%
Medical Reimbursement Claims 3368 10.61%
CGHS Cards Procedures & Dependents Criteria 1772 5.58%
Complaints / Grievances 720 2.27%
Permissions For Investigations 541 1.70%
Procurement Of Medicines 174 0.55%
Contact # of Officers 359 1.13%
Procurement Of Imported Drugs 92 0.29%
Outside City Treatment Procedure 97 0.31%
Outside Country Treatment Procedure 28 0.09%
Home Visits By CGHS Doctors 19 0.06%
Referrals/Permissions for OPD/FU Treatment 15 0.05%
CPIO List/Procedure to apply under RTI Act 233 0.73%
Others 119 0.37%
Query Category Composition
0.55%
0.31% 0.09%0.29%
0.06% 0.05%1.13%1.70%
0.73%0.37%
2.27%
5.58%
10.61%
42.93%
33.34%
Plastic Cards MiscMedical Reimbursement Claims CGHS Cards Procedures & Dependents CriteriaComplaints / Grievances Permissions For InvestigationsProcurement Of Medicines Contact # of OfficersProcurement Of Imported Drugs Outside City Treatment ProcedureOutside Country Treatment Procedure Home Visits By CGHS DoctorsReferrals/Permissions for OPD/FU Treatment CPIO List/Procedure to apply under RTI ActOthers
vCustomer Confidential
Customer Queries Composition Overview
Plastic Cards
2992
2856
2945
1791
0 500 1000 1500 2000 2500 3000 3500
Caller want to knowthe status of the
plastic card
Procedure for thecorrection in plastic
card
Procedure forapplying for the new
plastic card
Procedure for lost ofcards
Miscellaneous
2689
2698
2854
2890
2498
2300 2400 2500 2600 2700 2800 2900 3000
Want to know the diagnostic centers for the prescribed investigations
Caller want to know the empaneled Hospital
Approved rate list/Website address
Ward entitlement
J ob related
vCustomer Confidential
Customer Queries Composition Overview
Medical Reimbursement Claims
1750
1618
1550 1600 1650 1700 1750 1800
Caller want to knowthe status of MRC
Want to know theamount that will be
reimbursed.
Complaints / Grievances
406
314
0 50 100 150 200 250 300 350 400 450
CallerwasComplainingabout dispencery
CallerwasComplaining
about CMO
CGHS Cards Procedures & Dependents Criteria
994
778
0 200 400 600 800 1000 1200
Caller was asking thecard procedure
Wants to know thedependents criteria
vCustomer Confidential
Statewise Call Summary
Statewise Summary
324 171309379
213511482955
2940
4023
21024
Delhi Haryana Uttar Pradesh Maharashtra Tamil Nadu West Bengal
Karnataka Bihar Andhra Pradesh Punjab Others
• Count marked as “Others”: are rest of cities where the call count is less than 10
State Total
Delhi 21024
Haryana 4023
Uttar Pradesh 2940
Maharashtra 955
Tamil Nadu 482
West Bengal 379
Karnataka 309
Bihar 324
Andhra Pradesh 171
Punjab 213
Others 511
vCustomer Confidential
Zone wise Summary - Delhi
Zone wise Summary
4784
4876
4634
3184
3546
0 1000 2000 3000 4000 5000 6000
North Zone
South Zone
East Zone
West Zone
Central Zone
Zone Count
North Zone 4784
South Zone 4876
East Zone 4634
West Zone 3184
Central Zone 3546
Total 21024
vCustomer Confidential
Team Quality – Monthly Comparison
Months Quality Scores
April 88%
May 91.29%
June 93.42%
July 94.00%
Aug 95.17%
Sept 95.00%
Oct 92.77%
Nov 90.27%
Dec 90.00%
Jan 91.00%
Feb 94.30%
March 95.00%
Quality Scores
88%
91.29%
93.42%
94.00%
95.17%
95.00%
92.77%
90.27%
90.00%
91.00%
94.30%
95.00%
82% 84% 86% 88% 90% 92% 94% 96% 98% 100%
Quality Scores
• Consistent Increase in the quality scores till Oct 09
• Two new associates were on board.
• One new associate cross trained.
•The associates are out of their Learning Curve and Since January 2010 we see an increasing trend in the scores
vCustomer Confidential
Opportunity Areas And Recommendations
Recommendations:
Website updation on a regular basis regarding the Mediclaim Status. Plastic Card Status, Contact Numbers of the Nodal officers, Rate list approved by CGHS
Regular responses from the concerned authorities to ensure timely closure of cases.
Tender information regarding the empanelment of the hospitals and the contact person’s information so that the same could be given to the caller.
Proper and Separate list of dispensaries related to Ayurvedic and Homeopathic.
Updated list of the ADs and the Nodal officers to be shared with the helpline team.
Staffing to be Increased for handling the increased volume (Inbound + outbound)
Minimise the abandonment %
Regular and Rigorous follow ups on the pending cases and escalations in order to reduce the pendency to zero.
Opportunity Areas: