Overview

One of the global customers was struggling to achieve Service Level Agreement (SLA) goals in various lines of business. Their queues often missed targets even though they monitored all of it, which comprised about 40 percent. The issue was that there was no shortage of data, but an inability to transform performance instantly.

The Challenge

• The client continued to miss SLA goals, yet he was unaware of the reasons. All the performance metrics were tracked, but there was no direct method of altering the behavior or correcting the errors as they occurred. 
• They were reluctant to recruit additional employees since the current ones were not utilized fully, and there was an unusual loop of poor performance capacity. 
• The complaints turned out to be more and more of the customers, and the client required a data-based solution that would restore SLA stability and reliability.

Our Diagnosis

The profound examination of Nirvaana identified numerous holes that damaged productivity and compliance. Findings included –

• 3,000 hours lost in work due to either late logging in by agents or leaving without logging out. 
• Schedule non-adherence – Agents failed to log on at the appropriate time. 
• The time-based call patterns were not appropriately covered by the shift plans. 
• Breaks were not recorded as required, and hence some of the agents had excess breaks which went unnoticed. 
• Even the work-from-home agents had downtime, which was not recorded despite the system indicating their working status.

The client was viewing performance, and he could not have done something to affect what was occurring at that time.

The Approach

To create and deploy an integrated performance-control system that provided visibility, responsibility, and rapid response, Nirvaana CS created and installed the following system –

• Agent Performance Report (APR) – Designed a tracker that captures late logins, early logouts, compliance, breaks, activity, and productivity- summarized to teams and managers. 
• Real-Time Performance Dashboards – Refreshed after every two hours to enable team leaders to identify and rectify issues in a short time. 
• Downtime Tracker – A transparent program on how the agents report technological downtime with necessary evidence. 
• Smart Scheduling – Headcount math was used to match the staffing to the volume of each interval, followed by rebalancing the shifts and rosters.

The Results

• Service Level Improvement – Fallen SLA dropped by 40 to 17 percent within 45 days. 
• Productivity Gains – Saved more than 1,500 productive hours in 60 days. 
• Less Downtime – The time spent by the agents in downtime was reduced to near zero in 30 days. 
• Greater Satisfaction – Improved client and end-customer satisfaction via constant service delivery.

Key Takeaway

Through live analytics, tracking compliance, and the strict staffing process, Nirvaana has transformed passive reports into proactive control in which quality is maintained without the need to employ more staff.