Post on 13-Apr-2017
Undertaken by : Digicon & Airtel CS Team
Project Samadhan
Problem Statement
In order to provide uniform & proper service to the Customer, process needs to follow Standard Operating Procedure (SOP). Hence by non adherence of SOP causes high repeat %age and low FCR %age, which is directly impacting the Customer experience and result into Customer dissatisfaction.
Opportunity Statement
For the last 3 months, airtel process has not been able to met SOP adherence target which is affecting delivering uniform information, Decreasing FCR along with contributing in the high Repeat calls for which this project is initiated.
Project Charter
Month Month wise SOP Adherence %age
August'15 64%September'15 58%
October'15 67%
Project Scope
In Scope: All the CSE taking calls for airtel Process..
Out of Scope: Associates involved others apart from call taking responsibility.
Goal Statement
To increase the SOP adherence of airtel process by 15%age within 31st December’15.
Project Time Line
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4Form Team
Finalize SOPTraining
Gather DataAnalyze Data
Select SolutionsDevelop Implementation Plan
Monitor ResultClosure and Recognition
ActivityOct'15
Nov'15Dec'15
Targeted Benefits
Ensuring Customer satisfaction.
Count of churn customer will be decreased.
Repeat %age will be decreased on daily basis.
Service quality will be improved.
SOP Adherence Trend – Month wise
Huge non adherence observed in September’15.
SOP adherence is not up to the mark in any month.
Activities under the Project Refresher on SOP.
Random calls listening. Monitoring %age of adherence. Dipstick on daily basis. Mystery calls. Feedback sharing on non
adherence.
Impact AnalysisData of all the above activities will be tracked and worked on a daily basis in order to ensure an improving trend wrt SOP adherence %age.
Thank You