d

define

Project Leader: **************

Project Charter

Business Case: ************ is a prepaid card that is issued with a set $ amount.
This card can be used to purchase meals, entertainment, goods from catalogs,
online vendors or at any store. FIS handles the Inbound Voice Customer Service for
this product. AHT is the billing criteria for this inbound process. As per the data
reviewed from Nov to Dec12 the AHT is 340 Sec which is very high as per the target
of 270 seconds.
Hence, it is extremely important to commence a project to reduce AHT. This
would*saving of***********

Team Members:
Sponsor 8888888888
Champion- 8888888888
Black Belt 88888888888888888
Process Owner 888888888888
Members 88888888888888888
Resources-8888888888888888888

Problem Statement: For the period Nov12 to Jan13 the AHT of the process
was ********** seconds

Goal Statement: To reduce the AHT to

****** Sec by Aug13.

Project Scope:
In scope:
Department: ***********
Location: India(Gurgaon, Mumbai)
Out scope:
Technology: Technological changes

Stakeholders:
**************

Preliminary plan
Start date: 1-Mar-2013

Target Date

Actual Date

DEFINE

7-Mar-2013

7-Mar-2013

MEASURE

28-Mar-2013

28-Mar-2013

ANALYZE

18-Apr-2013

18-Apr-2013

IMPROVE

10-May-2013

10-May-2013

CONTROL

30-Aug-2013

30-Aug-2013

Completion date:

Communication Plan
A R M I Worksheet
Key Stakeholders

Define
I
A,I
R
R,M
R
R

A
B
C
D
E
F

Message

Measure
I
A,I
R
R,M
R
R

Analyze
I
A,I
R
R,M
R
R

Improve
I
A,I
R
R,M
R
R

Control
I, A
A,I
R
R,M
R
R

Audience

Media

Who

When

Project Activities

Email

Weekly

Project Tollgate

Meeting

At the end of every phase

Projects Meeting

Meeting

Twice a Week

Project updates

Meeting

Weekly

A Approval of team decisions outside their charter/authorities, I.e., sponsor, business leader
R Resource to the team, one whose expertise, skills, clout may be needed on an ad-hoc basis.
M Member of team, with the authorities and boundaries of the charter.
I Interested party, one who will need to be kept informed on direction, findings, if later support is to be forthcoming .

Understanding VOC
Customer

Sample Comments

Key Output Characteristics

Important to Customer
(CTQ's)

300

280

293

265

257

358

355

Calls Answered
412

462

AHT Trending from 2010

Dec2012

Nov2012

Oct2012

Sep2012

Aug2012

Jul2012

Jun2012

May2012

257

290

302

Any Call with AHT

more than 270
Seconds is an
Opportunity

Apr2012

Mar2012

Feb2012

350
338

314

302

Metric:-Total
Time/Total Calls

Jan2012

Dec2011

Nov2011

302

AHT-Secs

Oct2011

266

260

236

227

300

Sep2011

Aug2011

Jul2011

Jun2011

235

206

187

400

May2011

Apr2011

Mar2011

217

251

253

234

228

239

CTQ

Feb2011

Jan2011

Dec2010

Nov2010

Oct2010

Sep2010

228

212

209

232

218

Optimizing AHT

Aug2010

Jul2010

Jun2010

May2010

Apr2010

200
228

450

Mar2010

250

223

500

Feb2010

Jan2010

CTQ drilldown
Focus area is High
AHT Volume

Project Y(Primary) =
Total Time Taken
Total Calls

300000

150

100

0
250000

200000

150000

100000

50
50000

measure

Normality testing

The data follows a normal distribution.

This means the data is consistent and predictable

Data collection plan

#

Data

Duration

Reason

1.

Associate Wise AHT Data

Jan to Mar2013

To measure Associate wise

AHT trending

2.

TL Wise Measurement

Mar13

To see TL wise AHT

performance

3.

Location Wise Specs

Jan to Mar13

For measuring Location wise

variance among AHT
parameters

4.

Shift Wise analysis

Feb13

To measure shift wise

variance among the floor

AHT by Associate - Measurement

Quartile Analysis

2000

Box Plot Analysis

Quartile Analysis-AHT(Seconds)

AHT(Sec.)

1800
1600
1400

725

707

686

1200

Q4

1000

Q3

800

444

432

406

Q2
Q1

600
400
200

362

361

355

307

311

281

AHT-Jan

AHT-Feb

AHT-Mar

1400

Quartile Analysis-Tenure days

1200
258
1000
800

286
280
230

600

235

297
246

400
200

242

402

329

297

241

Potential AHT reduction of 14% by

focusing on Top quartile associates.
Jan to Feb tenure has an impact on
AHT. Tenure doesnt show an impact
for March
Variation has increased in the month
of Jan and Feb as compared to
December

0
Avg.Tenure-Jan

Avg. Tenure-Feb

Avg. Tenure-Mar

AHT by Team Leader Measurement

(March 2013)
Supervisors

Calls answered

AHT

Avg. acdtime

Avg. acwtime

Avg. holdtime

Focus-TL's

324
358
342

214
232
229
220
270
267
187
234
230
196
211
183
225
206
225
231
184
225

46
64
52
35
89
63
50
41
81
65
89
78
55
61
83
79
73
58

64
63
60
57
105
61
48
43
68
52
60
66
59
61
78
64
48
61

OK
Medium
Low
OK
Very High
High-TT
OK
Low
High
OK
High-ACW
Medium
OK
OK
Very High
High
Low

Grand Total

3295
7307
3351
6329
1649
1420
514
5258
3636
529
628
605
3753
5127
811
1045
660
45917

312
464
392
285
319
379
313
360
327
339
328
386
374
305
344

Team Leaders are analyzed as per their teams performance. There is

an opportunity to reduce the AHT by 10 seconds by focusing on 5 Team
Leaders.

AHT by Team Leader Measurement

(March 2013) contd.
Supervisors

Calls answered

AHT

Avg. acdtime

Avg. acwtime

Avg. holdtime

Focus-TL's

324
347
342
312
347
347
285
319
347
313
347
327
339
328
347
347
305
332

214
221
221
220
221
221
187
221
221
196
211
183
225
206
225
221
184
217

46
64
52
35
65
63
50
41
81
65
65
65
55
61
65
65
65
56

64
63
60
57
62
61
48
43
62
52
60
62
59
61
62
64
48
58

OK
Medium
Low
OK
Very High
High-TT
OK
Low
High
OK
High-ACW
Medium
OK
OK
Very High
High
Low

Grand Total

3295
7307
3351
6329
1649
1420
514
5258
3636
529
628
605
3753
5127
811
1045
660
45917

Potential Savings of

AHT
11

Avg. acdtime
8

Avg. acwtime
2

Avg. holdtime
2

If 5 Team Leaders are brought down to the floor average, there is a potential to
reduce AHT by more than 10 Seconds per call.

10

Location wise specs (Gurgaon &

Mumbai)
The Analysis is based on the associates in
AHT

SUMMARY
Groups
Column 1

Column 2
ANOVA
Source of Variation

Varianc
Sum Average
e
19507.9 361.258 10215.3
54
7
8
8
8731.85
18448.2
25
1 349.274
8

the system from Jan to March. Taken Data

for March(551)

Count

ATT
SUMMARY

Groups
MS
F
P-value F crit
2454.49 0.19203 0.66245 2.77184
Between Groups
1
4
5
5
1 Column 1
12781.4
Column 2
Within Groups
77
8
ANOVA
986628.
Source of Variation
Total
6
78
There is no Statistical Difference in GGN and MUM AHT.
Between Groups
F value is very less as compared to F Critical Value
Within Groups
SS
2454.49
4
984174.
1

df

Immediate Action Needed

Action Needed

OK

Varianc
Sum Average
e
12212.8 226.164 3110.69
54
7
3
1
4981.14
5476.17
25
9 199.246
8

Count

SS
12382.3
1
296294.
9

df

MS
F
P-value F crit
12382.3 3.21786 0.07676 2.77184
1
1
9
4
1
3847.98
77
6

308677.
Total
2
78
There is a Statistical Difference in ATT for GGN and MUM @90 % C.L.This
means GGN Team need to get share the best practices for Talk time. There
is a Mean difference of 27 Secs per call

Gift Card process is performed in GGN and MUM.

This gives us an opportunity to analyze location
wise data.
11

Location wise specs (Gurgaon &

Mumbai) contd.
ACW
SUMMARY
Groups
Column 1
Column 2
ANOVA
Source of Variation

Varianc
Count
Sum Average
e
3388.27 62.7458 1474.66
54
4
1
5
1862.05 74.4822 1601.45
25
7
7
2

Within Groups

SS
2353.86
1
116592.
1

Total

118946

Between Groups

df

Avg. Hold Time

SUMMARY
Groups

Count

Column 1

MS
F
P-value F crit
2353.86 1.55454 0.21624 2.77184
1
1
2
6
1 Column 2
ANOVA
1514.18
77
3
Source of Variation

78

Between Groups

There is no Statistical Difference in GGN and MUM ACW. This is because

ACW contribution to the total Call is less. But F Value is comparatively near Within Groups
to F Critical Value which means GGN has less ATT than MUM.
There is a Mean difference of 12 Seconds
Total

54

Sum

Average

Varianc
e

3906.82 72.3486
9
9 2489.82

1888.64 75.5458 5656.92

25
5
2
4
SS

df

MS

174.672
8

267726.
6

77

P-value

F crit

174.672 0.05023 0.82324 2.77184

8
7
5
1
3476.96
9

267901.
3
78
No Difference

12

Potential solutions
The analysis shows that Talk time is a significant factor. GGN has high Talk time
1. As per the Managers there is a language fluency and accent variation in GGN and
MUM.
2. Checked the VNA (Pass1) throughput for GGN and MUM i.e. GGN has a VNA
throughput of 39% and MUM is on 70%

Solution:- Extension of VNA training for GGN may help improving Agent quality
on ascent which may eventually help reducing TT
ACW for MUM is higher than GGN. There is a difference of around 20 Sec(Weighted
Avg.)
1. A typing test can be conducted for GGN and MUM to check, if typing is a significant
factor

Solution:-While calls listening it has been observed that GGN Agents do ACW
while talking to customers which is good practice and can be shared across
Mumbai

13

AHT by shift and by hour Measurement

The entire day has been broken in to shits. Which states that there is an opportunity to put more focus on
30% of the shift time
Avg. hold time

130

700

Calls Answered

120

600

110
500

100
90

88.3

80

68.6

70

76.6

75.0

73.7

67.8

400

60

68.5

67.7

62.4

300

67.6

57.3

56.5

200

50.8

50

45.2

42.5

40

100

30

26.9

18 0

65

10-11 AM

9-10 AM

8-9 AM

7-8 AM

6-7 AM

5-6 AM

4-5 AM

3-4 AM

2-3 AM

1-2 AM

24-1 AM

23-24 PM

22-23 PM

21-22 PM

20-21 PM

19-20 PM

18-19 PM

20

700

65.0
62.6

60.6

60

57.5
55
50

56.8

60.7
58.6

600
57.9

56.3

55.1
50.1

48.6

53.9
51.6

50.6

45

400
300

41.8

40

35

500

200

35.3

100

30

0
18-19
PM

19-20
PM

20-21
PM

21-22
PM

22-23
PM

23-24 24-1 AM 1-2 AM 2-3 AM 3-4 AM 4-5 AM 5-6 AM 6-7 AM 7-8 AM 8-9 AM 9-10 AM 10-11
PM
AM

AACW

Calls Answered

14

Potential savings
#

Data

Duration

Reason

Potential Savings

1.

Associate Wise AHT

Data

Jan to
Mar2013

To measure Associate 14% AHT Reduction

wise AHT trending

2.

TL Wise Measurement

Mar13

To see TL wise AHT

performance

4% AHT Reduction

3.

Location Wise Specs

Jan to Mar13

For measuring
Location wise
variance among AHT
parameters

26 seconds Avg Talk

time and 10 Secs
ACW

4.

Shift Wise analysis

Feb13

To measure shift wise 11 seconds AHT

variance among the
reduction(9 Secs for
floor
Hold time and 2
seconds for ACW)

15

analyze

Mother
NatureEnvironment

Root Cause Analysis

Methods / Procedures
Customer asks for
multiple transactions

Machines / Equipment

Browser limitation for promotion

codes

Transactional history
takes maximum of the
time

Amex CC is accepted and GC is

not acceptable with some
merchants

Slow working of buy online tool

Effect (Y)

Hold time for certain calls

is high

Adding Demographics
can be done online
Associates seriousness

AHT

Operational Issues
Less knowledge about certain
updates with some associates
Knowledge about
certain procedures
No Access to common
websites for quick resolution
to customers

Management

Materials

Man
Potential Causes (Xs)

16

IMPACT
Organizing potential
causes

Cause & Effect

Diagram

High

C
O
N
T
R
O
L

In our Control

Out of Control

Medium

Operational Issues
Transactional inquiry
calls
Adding Demographics
Calls

Knowledge about
certain procedures

Browser limitation for

promotion codes
Amex CC is accepted
and GC is not
acceptable with some
merchants

No Access to common
websites for quick
resolution to
customers
Hold time for certain
calls

Control/Impact Matrix

Low

Slow working of buy

online tool

17

Data collection plan on potential

causes
Operational Definitions
Measure

Measure Type

Data Type

How

Sample

Duration

( What )

Balance Inquiry calls

Process

Discrete

To check if balance inquiry calls can be attended

through IVR

Process
Mapping

NA

NA

Transactional Inquiry Calls

Process

Cont.

To check the feasibility for reducing transactional

history calls AHT

Process
Mapping

NA

NA

Disposition Wise analysis

Process

Discrete

Calls Barging
exercise

383

1 month

Adding Demographics Calls

Process

Discrete To check the feasibility to move it online

Process
Mapping

NA

NA

Floor Governance Impact

Process

Pilot run on a
group

12
associates

1 week

Cont.

To Track the Transactional history calls with AHT for

feasibility analysis

The Impact the Governance can put on AHT

18

Disposition Analysis
Count

AHT

66
44
43

253.6
355.6
428.0

39
34
18
17
17
12
11
10
9
9
6
6
4
3

345.5
431.6
215.0
256.8
597.6
607.0
323.2
243.3
842.6
528.3
438.2
37.3
512.0
1419.7

3
3
3
3

402.7
384.7
224.7
151.0

2
2
2
2
2
1
1
1
1
1

1198.0
373.0
341.0
228.0
158.5
1139.0
800.0
601.0
383.0
360.0

1
1
1

357.0
355.0
300.0

1
1
1
1
1
1
1
1
386

256.0
233.0
190.0
189.0
168.0
160.0
129.0
100.0

Till Now 386 calls

have been
listened out of
which 43 are not
usable because
they are tagged
as General
inquiry
Balance Inquiry
has the highest
call volume
Transactional
history has a very
high AHT of more
than 6 mins.
which can be
curbed by putting
it on IVR

19

Pilot Governance

Our understanding of Amex-Gift Card

Gift Card is a prepaid Card that is issued with a set $ amount.

A Pilot has been conducted on from 8th to 17th April on a set of 12 agents
The test was focusing on Hold Time and ACW Time

Important Parameters In Gift Card

Hold Time
ACW
AHT
RTA Governance process

Pain Point
Average Handle Time of a call is an opportunity

20

Pilot scorecard
Before
Pilot
(12 Agents)

Non Pilot

Pilot
Overall

Pilot

Non Pilot

Change
Overall

Pilot

AHT (Sec)

431

406

408

376

388

387

12.76%

Calls
Answered

2531

25218

27749

3285

33770

37055

13.5%

Avg. Hold
Time

99

75

84

84

78

78

15.15%

ACW

81

75

75

44

64

63

45.6%

Result
Pilot team has shown tangible improvement in all three areas
AHT has reduced by 12.75%
Pilot ACW has come down by 45.6% which is a marked improvement.
Avg. Hold Time has reduced by 15.15%

21

Potential solutions to be implemented

in Operations

improve

Data

Solution

Potential Savings

1.

Associate Wise AHT Data

Focus on top quartile 14% AHT Reduction

associates

2.

TL Wise Measurement

To focus on top
contributing TLs

4% AHT Reduction

3.

Location Wise Specs

To get the best

practices among
locations

26 Secs ATT and 10 Secs ACW

4.

Shift Wise analysis

To align supervisors
among shifts

3% AHT reduction

Operational Governance

Put RTAs for floor

governance

12%

22

Potential solutions to be implemented

for process maps
#

Data

Solution

Balance Inquiry Calls

Moving more than 1 calls on

IVR for Balance Inquiry

Transactional History Calls

Moving the IVR option on top

for transactional inquiry calls

Adding Demographics Calls

Opportunity to move them

online

23

control

Results
Pre

Post

24

Statistical validation
Pre

Post

There is a change in UCL from 401 seconds to 291 seconds

25

Sigma shift
Pre

Post

26