CRM Review

Agenda

1. 2. 3. 4. 5. 6. 7. 8.

Team Strength Quality & Orders Screening Errors Incoming Load Service Level Irrelevant Chats Customer Championing TCR Analysis

Team Strength
Process Live-Help Inbound* Email Photo Team Coach Total No. 10 7 2 5 1 25

* 2 Agents have resigned. Raymond Fernandes & Rajesh Mane impacting the required Manpower.

Points to discuss
1. Post launch of Report Misuse Screenings, Help-calls incoming load has dipped to an average of 155 calls per day as compared to the earlier count of 235 calls per day. Screening Error % has dipped post launch of Incentive deduction. Soft Skills training to be offered to New hires. Complete One month training period should be there which should include Soft Skills, Product & Process Training. Hiring of Skilled agents to avoid investing of greater training time.

2. 3.

4.

Quality & Orders

Metrics Email Calls (CSAT) Incoming Calls (CSAT) Live-Help (CSAT) Oct13 85% 96% 95% Nov13 79% 90% 95% Dec13 80% 94% 95% Jan14 86% 94% 93% Delta 8% 0% -2%

Customer Delight Orders

2863 556

3071 710

3587 502

3936 623

10% 24%

Delta has been calculated on the basis of Dec13 vs. Jan14

Incoming Load
Screening Initial Screening Re-Screening Photos Abusive Message Abusive MB Message Oct13 160029 222589 408573 3114 2583 Nov13 166399 205750 407296 6964 2539 Dec13 193331 221848 453353 2703 2756 Jan14 237110 224237 547812 3229 3332 Delta 23% 1% 21% 19% 21%

ROG Screening

3440

3428

3692

5024

36%

Query Resolution Inbound

Oct13

Nov13

Dec13

Jan14

Delta

Email
Live Chat

7363

6398

5861

6912

Calculated for the Interval of 14:00 hrs to 24:00 hrs Delta has been calculated on the basis of Dec13 vs. Jan14

Service Level
I-Screening Oct13 Nov13 Dec13 Jan14 1 hr 100% 98% 96% 96% 2 hrs 100% 100% 98% 100% Re-Screening Oct13 Nov13 Dec13 Jan14 1 hr 100% 98% 97% 96% 2 hrs 100% 100% 99% 100%

Photos Oct13 Nov13 Dec13 Jan14

1 hr 84% 60% 61% 60%

2 hrs 92% 79% 79% 79%

Abusive Msg Oct13 Nov13 Dec13 Jan14

1 hr 100% 100% 100% 100%

2 hrs 100% 100% 100% 100%

ROG Screening Oct13 Nov13 Dec13

1 hr 74% 80% 84%

2 hrs 91% 94% 95%

Email Oct13 Nov13 Dec13 Jan14

4 hrs 94% 92% 93% 94%

6 hrs 98% 95% 95% 96%

Jan14

86%

97%

Irrelevant Chats
Month Oct13 Nov13 Dec13 Jan14 No Response 78% 72% 63% 65% Friendship 17% 24% 36% 35% Foreign Language 4.48% 4.19% 1.23% 0.84%

There is a dip in No Response Chat percentage because of the Irrelevant Chat audits done by the Team coaches and feedback shared with the team thereafter. Min evaluation: 3% audit of No Response chat.

Customer Championing
Process Email Customer Delight % Inbound Live Chat Oct13 79% 83% 82% Nov13 70% 78% 82% Dec13 69% 81% 81% Jan14 75% 84% 77% Delta 9% 4% -5%

Process Customer Delight count Customer Delight Response Rate

Oct13 2863 13%

Nov13 3071 14%

Dec13 3587 17%

Jan14 3936 17%

Delta 10% 0%

Delta has been calculated on the basis of Dec13 vs. Jan14

TCR Analysis
Emp Code 693 1046 1251 2574 3609 3728 4602 4946 Name Vilas Patil Prasad Shetty Neeraj Jaiswal Benito Fernandes Waseem Qureshi Deepesh Gohil Rajesh Mane Raza Shaikh Tenure 7.1 6.1 5.1 3.7 2.4 2.2 1.7 1.4 Designation Sr.CRO CRO Sr.CRO Sr.CRO CRO CRO CRO CRO Comm Skills 4 2 4 3 4 2 2 3 Service Skills 3 2 4 5 4 3 3 3 Product Knowledge 4 3 5 4 3 3 4 4 Total Average 4 2 4 4 4 3 3 3

5157
5160 5169 5186 5387 5430 6211 6214 6275 6340 6679

Umang Joshi
Sayed Zeeshan Ali Raymond Fernandes Rakesh Savulla Dhirender Sanil Girish Dhawde Rajbeer Multani Kunal Shettiyar Rohit Mylvaganam Max Godinho Anand Achrekar

1.2
1.2 1.2 1.1 1.0 1.0 0.6 0.6 0.6 0.5 0.3

CRO
CRO CRO CRO CRO CRO CRO CRO CRO CRO CRO

3
3 4 3 4 3 4 4 2 3 3

3
4 3 4 5 3 4 4 2 2 4

3
3 4 3 4 3 3 3 3 2 2

3
3 4 3 4 3 4 4 2 2 3

Legend Threshold Caution Risk Threshold Neeraj Jaiswal Benito Fernandes Waseem Qureshi Vilas Patil Raymond Fernandes Dhirender Sanil Rajbeer Multani Kunal Shettiyar Plan of Action Product training Product training Above 4 & below 5 Above 3 & below 4 Below 3 Caution Deepesh Gohil Sayed Zeeshan Ali Raza Ahmed Shaikh Umang Joshi Rakesh Savulla Girish Dhawde Anand Achrekar Plan of Action * * * * * * *

Risk Rohit Mylvaganam Prasad Shetty Max Steven Godinho

Plan of Action Superior Communication Skills training Superior Communication Skills training Customer Service Skills training

* Caution agents needs to be provided with Superior Communication Skills & Excellent Customer Service Skills training at the earliest to avoid them fall in the Risk bracket.

Screening Errors
Name Sangeeta Kodi Shruti Talekar Zoheb Sayed Raza Shaikh Brijesh Kumar Rohit Mylvaganam Shift Morning Morning Morning Evening Night Night Nov '13 15.02% 19.33% 5.94% 7.25% 12.50% Dec'13 8.40% 6.45% 5.35% 5.58% 6.10% 8.68% Jan'14 21.67%

Aditya Shettiyar
Farhan Khan Waseem Qureshi Deepesh Gohil Vilas Patil Dhananjay Gawade Dhirendra Sanil Sayed Imran Ali Mandeep Singh Harish Jakkani Prasad Shetty Umang Joshi Kailash Jha Rakesh Savulla Ruchira Kadam Raymond Fernandes

Night
Night Evening Evening Evening Night Evening Night Morning Night Evening Night Night Morning Morning Evening

5.33%
27.03% 8.64% 14.74% 10.00% 5.41% 15.06% 9.12% 7.74% -

5.81% 11.90% 5.08% 7.71% 5.11%

15.88%
10.00% 9.21% 8.92% 7.94% 7.52% 6.70% 6.67% 6.31% 6.25% 6.02% 5.95% 5.91% 5.75% 5.33% 5.11%

Thank you