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Nps

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Nps Nps Presentation Transcript

  • NPS
  • What is NPS?The Net Promoter Score is a system to ensure the quality in the delivery of our programs to our customers by using a feedback system.
  • Customer Gauge
  • Survey
  • 1-6 : Promoter 7-8: Passive9-10: Detractor
  • Cases
  • Troubleshooting
  • Tracker
  • PROMOTERS• Good job! =)• Get a case study.(Preferably VIDEO)• Update the spreadsheet.• If the case is open – Close it.
  • Promoters with a bad comment /detractors/passivesCase 1:You have screwed up with themTo do:• Accept it.• Mail them an apology letter• Take feedback on how we can improve.(System help)• Make a report.• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.
  • Case 2:You have not done anything wrong - To do:• Option 1:• If they are happy - get a case study!• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.• Option 2:• If they are just being ridiculous• Get the supporting documents and make a report.• Update the spreadsheet• If the case is open – Close it.
  • The way forwardProcesses (Trainee Buddy System) IM
  • Pre Realization• Standardized Expectation Setting Documents• Cultural Preparation/Webinars/EP newsletter• Minimum Quality Promise• Education about NPS• Quality Jobrole• Discover India & Tracking tools• Trainee Buddy Assignment and Introductory mail• Details about accommodation• TMP TLP on Exchange for iGCDP
  • Realization• Pick up• Homestay/Drop at the flat
  • Post Realization• SIM card• Drop to work on the first day• Induction and constant engagement
  • OGX• EPIC• Expectation setting and Cultural Preparation• Constant touch• Re integration
  • Quality team• Implementing Trainee Buddy System• Training TN Managers/Buddies• Expectation Setting(Pre&Post Realization)• Centralized Realization tracking of all departments• Conceptualizing on forums for LC-trainee interaction• Maintaining Facebook trainee group• NPS tracking and report making• Helpline management• Learning Cycles/Networks• Trainee Information Management (Trainee and Buddy Case Studies,Feedback,Videos etc)