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Operator
Customer
Sorting Hats
Put on Hold
Salary ranges
12 Associates
7 Sr. Associates
• Using automated answering machine to obtain a more useful network with less labor cost
• Removing less productive associates and senior associates with previous average which will help reduce the
service time
• Rescheduling the timings of the employees such that those who are the most efficient in handling the customer
problem and resolving them should operate in a time when most calls are made.
• Providing training by one senior associate in two phases for better utilization of associates and fewer burdens on
senior associates.
• Making records available to all associates and sr. associates so that associates could learn from them.
• Identifying and categorizing the calls being received by the directors and directing the calls to the expert of that
category to reduce the time of resolution.
• Making one senior associate and one associate an expert in each category of problem depending on the number
of problems that are coming from each category.
• Identifying the category of the problem and diverting the client call to the respective associate or senior associate
based on the complexity of the problem to resolve the problem in less time.
Recommendations
Thank you