Six Sigma Black Belt Project Theme:- Reducing Call Handling Time

Project Undertaken by: Sk. Noor MohammadTrainer: Mr. Prabhas Surana

Lean Six Sigma Black Belt Project Theme:- Increasing CSAT%

19/22/2015

Present Pain areas

2Define

Project Charter3Business Case

Digicon Technologies Ltd. is a leading BPO in BD. There is a process called Airtel Inbound among many other project which contributes to 80% of the total revenue. High customer dissatisfaction threatens to loose its business & brand image.There is an opportunity to reduce customer dissatisfaction % by using control factor, which would help the organization to achieve increased efficiency and competitiveness. Goal Statement

To increase the Monthly CSAT% of the DTL Airtel Inbound process by up to 2% within 31st Aug15 along with consistency. Opportunity Statement

With the help of Customer dissatisfaction data for DTL, last 2 months defect % are 19% & 18% respectively. Which causes huge customer churn of Airtel BD and decreases clients growth level as well. Check below CSAT% for last 2 months: Project Scope

In Scope: All the CSE taking calls for DTL Airtel Process.

Out of Scope: CSE apart from DTL Airtel Inbound process.CSE involved others apart from call taking responsibility.

Define

Project Time Line

4*** GANTT chart is being used to define the timeline of the project.Define

Targeted Benefits

5Define

Ensuring Customer satisfaction.

Count of churn customer will be decreased.

Call volume will be increased ( Daily basis ).

Repeat %age will be decreased on daily basis.

Client satisfaction will be ensured.

service quality will be improved.

Company reputation will be increased.

Definitions

6DefineIndicatorsFull FormDefinitionCSATCustomer SatisfactionCustomer satisfaction is the measure of the overall satisfaction of the interaction or service.PFSProduct Fact SheetsThe detailed overview along with features of an entire product is described in this document which is provided by AirtelMISManagement Information SystemA Team dedicted to supoort Operations Team with data points on different KPIsKMTKnowledge Management TeamA Team who deals with the know-how of all the products and also involved in cascading the information to the Floor agentsCSRCustomer Service RepresentativesOne who is assigned to answer callsHRDHuman Resource DepartmentThe Department who deals with the recruitment of the CSRs during requirementSOPStandard Operating ProcedureThe standard guideline which CSR needs to followVOCVoice Of CustomerCustomer's opinion regarding Airtel product/process.

Team MemberA Approval of team decisions I.e., sponsor, business leader, MBB.R Resource to the team, one whose expertise, may be needed on an ad-hoc basis.M Member of team whose expertise will be needed on a regular basis. I Interested party, one who will need to be kept informed on direction, findings.Key StakeholdersDefineMeasureAnalyzeImproveControlSponsorWahid SharifI & AIIIIProject LeaderSk. Noor MohammadR & AR & AR & AR & AI & ATeam MemberMd. Salauddin AhmedMMMMMTeam MemberMahmudul HassanMMMMMTeam MemberHafizur RahmanMMMMMTeam MemberMaruf HossainMMMMMTeam MemberASM SalahuddinMMMMMCommunication PlanInformation or ActivityTarget AudienceInformation channelWhoWhenProject StatusLeadershipE-mailsSk. Noor MohammadBI- WeeklyTollgate ReviewLSSBBE-mails / or meetingsAs per project planProject activitiesMembersE-mails / or meetingsWeekly

Define7

Increasing CSAT%Meet customer satisfaction on every callIncrease day wise CSAT%The day wise CSAT% should be >=83%CTQsLSL = 80% USL = 85% Any day where in the FTD CSAT%0.05, hence the data is normal and can be considered to go ahead and work on this specific project.

Graphical SummaryAnalyze 18

As the P Value is >0.05, hence the data is normal and can be considered to go ahead and work on this specific project.

Cause & Effect Analysis Analyze 19

Vital Few Xs chosen for improvement Analyze 20ImpactCATEGORYHIGHMEDIUMLOWIN CONTROL1. Lack of communication skill (lack of fluency and pronunciation problem)2. System navigation issue3. Inattentive on call4. Not following SOP1. Complicated PFS5. Argument/ cunning attitude2. Unorganized Knowledge drive6. Hurridness & interruption3. Inadequate pre shift briefing7. Unhelpful Attitude4. Absence of soft skill training8. Less enthusiastic on call.5. Charging mechanism9. Lack of responsiveness10.Lack of product knowledge11.Willingness12.Not putting on hold13.Avoiding tendencyOUT OF CONTROL 1. Call drop from conversation1. Too many system checks required2. Poor Network coverage3. Application Down

All the CSAT controllable parameters belong to the parameters of Call Quality Vital few Xs chosen through controllable factors to prioritize the solutions based on the control and noise factors.

Improve 21

Action Plan for ImprovementImprove 22

Improved Process Flow Improve 23

VOC Tracker has been introduced to increase CSAT% for modification/change the product/process modalities.Introduced KAIZEN to satisfy the customer after providing service by prioritizing them before end of the call.

Initiative : VOC Tracker Improve

24CSRs are used to write VOCs here regarding product/process features.** These VOCs help client to take decision to keep/change the product/process modalities. This practice increases CSAT% rather chances the customers into churn.

Control 25

CSAT Trend Month Wise Control 26Significant improvement observed in month wise CSAT trend.

By end of Aug15, it has come up to 84% from 79%.

Impact Analysis CSATControl 27We identified total 25 agents whose CSAT were significantly low and below 76% CSAT score during Apr15 & May15.All these agents have undergone refresher Trainings and the Quality auditors kept them under rigorous call monitoring to understand the implementation of learning through Refreshers.We have seen 100% agents have improved and their average CSAT have come up to 82% from 75% which impacted a lot in the overall CSAT of the process.

Impact Analysis CQ Control 28We identified total of 25 agents whose Call Quality Scores were significantly below the target of 80%.All these agents have undergone refresher Trainings and the Quality auditors kept them under rigorous call monitoring to understand the implementation of learning through Refreshers.We have seen improvement in the agents and their average Call Quality scores have come up to 82% from 80% which impacted a lot in the overall CQ of the process.

Sigma Calculation Post ProjectControl 29Total Opportunities84381Total Defects14202DPMO168308Sigma Level2.46

The Process sigma level has increased from 2.35 to 2.46. Hence the process have improved.

Process Capability Post Project Control 30

Test of = 80.45 vs > 80.45The assumed standard deviation = 0.01701

Variable N Mean StDev SE Mean 95%LowerBound Z PCSAT 62 83.1934 1.5747 0.0022 83.1898 1269.93 0.000As the P value is less than 0.05, hence here we can reject the null hypothesis.

So we can say that process i.e. CSAT has improved.

Changes done in Action PlanControl 31

Thank You32

Sheet1MonthCADefectProcess Sigma Apr'1556075993463.63May'1551782778323.67Jun'1552416778393.67Jul'15(Till 4th)7064410113.69

MonthSatisfiedDissatisfiedCSAT%CQ%April'1536073934679%8247 %21May'1534068783281%8314 %19June'1535912783982%8328 %18July'1534464721283%8338 %17Aug'1535715699084%8240 %Customer satisfaction is really long-term revenue generation -build customer loyalty and keep them doing business with the organization.Contact centers should make things easy for the customer.The contact center is available when the customer needs it and has access to all the information necessary to answer customer questions or solve customer problems.

Apr'15May'15Jun'15Jul'15Aug'158247 %8314 %8328 %8338 %8240 %

Sheet2

March MTDMTDLOBFCCOCAFDHOFAHTService LevelTargetActualNormalizedPost Paid94725588915854862.20%61.80%12580.00%94.60%95.64%Prepaid444792451261446822101.50%100.50%10870.00%93.77%95.42%RHD12767312565612502698.40%97.90%8675.00%88.79%89.51%Non Airtel102960900128888987.40%86.30%10580.00%93.96%95.62%Platinum53541409254041376.40%75.50%11690.00%93.12%95.62%Grand Total82369176674575969893.09%92.23%106545783MTD AprilMTDLOBFCCOCAFDHOFAHTService LevelTargetActualNormalizedPost Paid94678594665909162.80%62.40%12380.00%94.20%94.20%Prepaid49592946363346105393.50%93.00%10970.00%94.81%94.81%RHD14427114066213642197.50%94.60%8875.00%80.15%80.15%Non Airtel108202939589310186.80%86.00%10880.00%94.75%94.75%Platinum58614409024061569.80%69.30%11690.00%93.71%94.70%Grand Total90169479862179028188.57%87.64%107560759May'15MTDLOBFCCOCAFDHOFAHTService LevelTargetActualNormalizedPost Paid99824573595710857.50%57.20%12080.00%96.09%96.09%Prepaid48175642595442388988.40%88.00%10470.00%96.28%96.28%RHD14322513097512985491.40%90.70%8275.00%88.44%88.44%Non Airtel95485867448616790.80%90.20%10780.00%96.44%96.44%Platinum47742370343683077.60%77.10%11490.00%95.83%96.87%Grand Total86803273806673384885.03%84.54%102517827MTDLOBFCCOCAFDHOFAHTService LevelTargetActualNormalizedPost Paid96272540815321956.20%55.30%11680.00%85.98%93.51%Prepaid46879844276143641194.40%93.10%9970.00%87.49%90.69%RHD13393713301312717999.30%95.00%8175.00%80.68%89.59%Non Airtel92084104992102588114.00%111.40%9780.00%86.18%87.06%Platinum46044351893453776.40%75.00%11290.00%86.32%94.15%Grand Total83713577003675393491.98%90.06%98524167MTDLOBFCCOCAFDHOFAHTService LevelTargetActualPost Paid110956531632258.90%57.00%11580.00%65.61%Prepaid548446188459928112.80%109.30%9570.00%69.52%RHD152511636916127107.30%105.70%8175.00%77.05%Non Airtel102841584115074154.00%146.60%9280.00%69.34%Platinum53114581439486.30%82.70%11390.00%66.16%Grand Total96785105206101845108.70%105.23%9470644

Sheet3

ActivityJune'15July'15Aug'15Week 1Week 2Week 3Week 4Week 1Week 2Week 3Week 4Form TeamFinalize CharterTrainingGather DataAnalyze DataSelect SolutionsDevelop Implementation PlanMonitor ResultClosure and Recognition

Sheet4

ARMIARMIKey StakeholdersDefineMeasureAnalyzeImproveControlSponsorWahid SharifI & AIIIIProject LeaderSk. Noor MohammadR & AR & AR & AR & AI & ATeam MemberMd. Salauddin AhmedMMMMMTeam MemberMahmudul HassanMMMMMTeam MemberHafizur RahmanMMMMMTeam MemberMaruf HossainMMMMMTeam MemberASM SalahuddinMMMMM

Communication PlanInformation or ActivityTarget AudienceInformation channelWhoWhenProject StatusLeadershipE-mailsSk. Noor MohammadBI- WeeklyTollgate ReviewLSSBBE-mails / or meetingsAs per project planProject activitiesMembersE-mails / or meetingsWeeklyvA Approval of Team DecisionsvR Resource to the TeamvM Member of TeamvI Interested Party

SIPOCSIPOCSupplierInputProcessOutputCustomerAirtelProductCallCustomer awareness & serviceEnd customersHRDCustomer Service RepresentativesCall handlingEnsure customer satisfactionEnd customersAirtelStandards scriptsStart the call with the standard greetingGood customer experienceEnd customersAirtelSOPSUnderstand the query/request/complaintProvide resolution to customer's issueEnd customersAirtelProcess trainingQuality of the resolutionIncrease knowledge of agentsEnd customersAvayaAccess to CRM and customer informationVerify the customer identityProvide compact customer serviceEnd customersAvayaCall recordingCall monitoringTake preventive/corrective actionsEnd customersMISData points Data analysisMeasuring agent's performanceEnd customersTraining DepartmentSoft skillTrainingProvide quality service to all customerEnd customersQuality DepartmentCall auditConstant feedback/refresherMake customer satisfy by providing quality serviceEnd customersSupplierInputProcessOutputCustomerAirtelProductCallCustomer awarenessEnd customers of AirtelHRDCustomer Service RepresentativesCall handlingMeeting daily forecastEnd customers of AirtelAvayaCall recordingLong call monitoringTake preventive actionsEnd customers of AirtelAirtelProduct Fact Sheets Pre-Shift BriefingEnhanced Agent KnowledgeEnd customers of AirtelAirtelProduct Fact SheetsRefresher TrainingEnhanced Agent KnowledgeEnd customers of AirtelAirtelCallUsing product knowledge and systemCustomer satisfactionEnd customers of AirtelMISData PointsEvaluate dataMeasuring agent performanceEnd customers of Airtel

CTQCTQ ElementsIncreasing CSAT %Increase day wise CSAT%Project GOAL Meet customer satisfaction on every callDefinition The day wise CSAT% should be >=83%Target USL = 85% LSL = 80% USL/LSL Any day where in the FTD CSAT%=83%Target USL = 85% LSL = 80% USL/LSL Any day where in the FTD CSAT%