Nesting close rate has gradually improved month after month. Wave 23 ended at 24.34% and Wave 24 at 24.86%.
Nesting has consistently exceeded CLIENT XX’s METRIC X’s Requirement.
Change in Process
CLIENT XX implemented nesting scorecards as basis for endorsement to Operations towards end of February.
CLIENT XX (Jane Doe) is now involved in the deliberation of who will be endorsed to Operations through client provided nesting scorecard.
QA Re-roll out to be done during mid-nesting for reiteration and reinforcement.
Nesters were skilled to 4 in order for them to take back to back phone calls and achieve the 100 call requirement.
Nesters are now getting 3 documented side by side coaching sessions and 1 documented DRS coaching session.
Nesters are now receiving 2 QA audits on day 3 of nesting.
SMEs/SIS – to handle at least 3 nesting waves before we reshuffle.
Changes in the Training Team
Dedicated Training Manager – John Doe took on the role of XX Manager for Company X and Jane Doe2 took the role of Training Manager for both LOB 1 and LOB 2.
New Members – Trainer XX joined February from Company X and Trainer XXX was promoted in March. They will be the dedicated process trainers for LOB 1.
Dedicated Training Supervisor – Training Supervisor X will take on the role of Training Supervisor for CLIENT XXX beginning Q2. Training Supervisor XXX from BPO X will be joining us as the dedicated Training Supervisor for 2 LOBs.
Performance Dashboard Summary LOB 1 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Close Rate – 24% Metrics 2 – 50% AHT – 500 to 800 seconds Quality – 80% Attrition – 20% Client Value Employee Value
Overall Close Rate
Q1 2010 Jan Feb Mar 40% 78.17% 1093.11 67.32% 23.29% 16.67% 87% 1011.41 81.82% 12.79% 28.57% 77.75% 1026.87 71.87% 23.77% 14.29% 68.08% 976.08 66.48% 24.59%
LOB 1 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause
March Nesting close rates were consistently within goals.
February Nesting close rate trended downwards.
Waves 22 to 24 close rate trended upward.
Wave 19 close rate was 53.33% away from the nesting goal.
New SMEs/SIS’ kept on rotating every wave except for waves 23 and 24.
Wave 19 trainer was only suppose to co-facilitate but had to take over the whole class because of lead trainer going on ML.
Trainer wasn’t able to follow wave 19 nesting because of an overlapping class. Wave 20 NHT started on Wave 19’s first day of nesting.
Wave 19 SMEs/SIS haven’t attended the SME boot camp yet. SME Boot Camp’s first session was on January 30.
Mindset, Process, Content, Closing Feb Jan Mar 28% 2.25% % Improvement Reduce AHT/ More Calls Better CX experience Q2 Q2 500-800s 80% AHT QA When Impact Goal Focus
CLIENT XX outsourced another line of business to one of our sites in the Philippines
Waves 1 and 2 process training started on January 18, 2010 and all 40 trainees we’re trained by Trainer XX with Supervisor X.
LOB 2 in the Philippines received the very first call on February 1, 2010. Our hours of operations was from 6am to 3pm PST.
A week after the launch date, we immediately stretched out our HOOPS from 6am to 4pm PST.
From February 21, our HOOPS is from 6am to 6pm PST.
CLIENT XX Supported our Launch and Q1 Operations
CLIENT XX John Doe and Jane Doe were at the QC site to support the initial waves and launch date.
CLIENT XX Jane Doe 2 and Jane Doe 3 supported us from March 16 to 25.
New Training Team Members
Trainer XX joined wave 1 as one of the dedicated trainers for LOB 2.
Trainer XYZ joined LOB 2 as the Senior Trainer.
Performance Dashboard Summary LOB 2 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Cancel Rate – Lower than 23% or at least plus/minus 2% from Operations MTD AHT – 400 to 700 seconds Quality – 80% Attrition – 20% Client Value Employee Value
Overall Cancel Rate
Feb Mar Q1 Nesting 12% 63.98% 710.9 16.45% 32.84% 50.40% 769.40 17.90% 27.17% 57.19% 740.15 17.53%
LOB 2 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause
The pioneer batch have higher cancel rate’s despite the number of support from both Vendor and Client.
Wave 3 nesting ended with the lowest cancel rate.
All waves achieved the client requirement of 23% (or less) for Operations. Nesting requirement is plus/minus 2% from Ops performance.
Waves 1 and 2 have the highest cancel rate among all the 4 waves.
There were some changes on the processes as CLIENT XX visits rotated. With Wave 3, they were given rebuttal sheets to still save: Reason 1, reason 2 and reason 3.. This option wasn’t available with waves 1 & 2 and was put to a stop effective wave 4. These types of calls are now considered as dead ends and should be cancelled.
There was no Train-the-trainer prior to launching the program. Waves 1 & 2 trainer trained and learned as we move along with classroom training.
Mindset, Process, Content, Closing Feb Mar 28.51% % Improvement Better CX Experience Q2 80% QA When Impact Goal Focus