Exceeding Service Levels for Backoffice Support through excellent quality management

Challenges.

• Week wise plan to transition the brands
• Prioritize high volume queues
• Achieve quick turnaround times
• Deliver High Quality
• Achieve the SLAs

Solution.

• Three site solution to manage the regions and mode of contact effectively
• Peer partnering for new resources to get hands on with the product in a better and faster way
• Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery
• Regular refreshers and Knowledge checks were done to mitigate errors due to knowledge gap(s)
• Live monitoring, Feedback & Coaching on agent errors were done on a daily basis
• Used dedicated tenured resources to clear backlogs

The Impact.

• Average volumes handles
• Back Office – 5500 Transactions
• Contract Loading – 2000 Plus Transactions
• Increased Efficiency to capture more Bookings
• TAT Adherence – Quick turnaround times
• Better Services – Quality Management