Notes

PCA= %age Call Answered

LOB= Line of Business

CWN= Closely watched Numbers

KPI's= Key Performance Indicators

KRA's= key Resposibilty Area

OCR= Over the call Resolution

FTR= First Time resolution

PFA= Please find attached

FYI= For your inforamtion

MIS= Mgt information System

MTD= Month Till date

WOM= Weekly operation Meet

MOM= Minutes of meeting

QOM= Quarterly Operation Meet

USL= Upper specified Limit

LSL= Lower Specified Limit

MBR - Monthly business review

QBR - Quarterly business review

Hey Guys,

______________________________________________________________

Process targets

Service level : 80% + -2
Ice 85 +- 3
qulaity 85 +-3
FCR 85+-3
abondone % 5% +-2



Ice till date :86%

ice last month :87%

quality last month :83%



_________________________________________________________________________________________






===============================================================


Sukhdeep Singh/IN/DAKSH
03-06-2008 06:14 PM


To



cc



Subject
Excel Tips











========================================================================


Anand/CHD/NITRO/DAKSH
18-01-2009 07:06 PM


To



cc



Subject
EXCEL TIPS..



.....HAPPY LEARNING.....







======================================================================
Vlookup :- once use it again
text to column :- to remove - this space in between Firsh Name and last name Example... (Deepak-sharma)
data compliation :-
formatting :-
Conditional formatting :- reg
Pivot table :-
Macro :- To Record some data of daily usage includes function , Formula's , //////use it practically+++++
Calculation :-
Cell formatting.. Like with the help of conditional formatting u can formt a particular Cell Like green ,Red ,


Macro
Formula Auditing
Pivot Table
Advance Filter
Options
Auto Correct
Group Outline
List :- Ctrl+D
Consolidate
Share Workbook
Page Break

=============================================================
why only u
I have been working with operation since last 28 months, i have been already awear about each and every activity which a team leader should know. My positive attitude and vision of think, my creativte mind all diferentiate me with respect to others.


*skills in tl req. should be dedicated towards work ,should have a good communication skill, good product knowledge, supportive, can understand needs of a individual as well as a group. Should be flexible with the working environment. Should have a healthy relationship with team member, so that he/she can motivate their team members while to show your leadership skill for example in call rush, OT etc. should have a managing skill on odd hours. should have a ability to send concern to higher departments with less Variance.

*importance of tl . teams performance depends upon him

F
Forcast
1000





CO
Call Offered
850





CA
Call Answered
800





CA10
Call Answered Within 20 Sec
725





CAB
Call Abounded
50





CAB20
Call Abounded with in 20 Sec
15








Formulas

PCA
Pecentage Call Answered


SL/PCA 20
86.83%
CA20/CO(CAB20)

LOB
Line Of Bussiness


Adherence Leval (AL)
94.12%
CA/CO

CWN
Closely Watched Numbers


Abonded %
5.88%
CAB/CO

KPI's
Key Performance Indicators

KPI's
Targets
Tolerance
Rewards
Penalty
KRA's
Key Responsibility Area

PCA20 (SL)
> 70%
+ - 2%
1.50%
1.50%
OCR
Over the call Resolution

Abounded
< 7%
+ - 2%
1.50%
1.50%
PFA
Please Find Attached

C.Q.(Celtycs)
> 80%
+ - 3%
2%
2%
FYI
For Your Information

CTA
> 42%
+ - 3%
1%
1%
MIS
Management Information Sysytem

ICE
> 75%
+ - 3%
2%
2%
MTD
Month Till Date

KPI's
Score For Double Penalty



WOM
Weekly Operation Meet

PCA20 (SL)
< 66%



MOM
Minutse Of Meeting

Abounded
> 11%



QOM
Quarterly Operation Meet

C.Q.(Celtycs)
< 74%



USL
Upper Secified Limit

CTA
< 36%



LSL
Lower Specified Limit

ICE
< 69%



MBR
Monthy Bussiness Review

For Holiday




QBR
Quartly Bussiness Review

Daily
120% of Forecast



LCA
Learning Curve Analaysis

Monthly
115% of Forecast









Why Operations: Operations is where revenue is generated. It functions as the backbone of the company.

Growth rate and career development is faster in operations as compared to other departments. I feel I can give

the desired shape to my career in this field as I have been working with IBM in operations for 18 months.

My knowledge,skills and exprience can be best utilized in operations. If an opportunity is given and

I am selected as a lead it would be an honour and satisfaction indeed and motivation for the rest of career ahead.
=============


=============================================================
Give ur Introduction in below mentioned way : -

() Name & age , () Strengths or Qualities ., () Friends ., () Qualification . () Family & what family means to you

1. Tell me about yourself.

2. What are the qualities of a good leader?

3. What are the responsibilities of a team leader?

4. Why do you want to stay in Operations, why not other functions like Training, Quality, WFM, HR etc.?

5. Why should we hire you?

few simple steps that make this leadership trait simple to practice

•“Get up and get out” - of your office that is. Knowing, teaching leading is done “with people,” not “to people.”

•“Follow through Every Time” – nothing destroys trust and goodwill between leader and follower more than hollow promises and unfulfilled commitments.

•“Be Curious not Inquisitive” – show interest in the jobs and the lives of those you lead. What can you learn from them? Demonstrate that learning and bettering yourself is everybody’s job, including yours. Imagine the exhilration an entry level person would feel to teach “you” something .

•“Acknowledge Through Feedback” - P rovide indicators throughout the organization that communication is working and that you have listened and acted. Tangible changes to process or policy at the working level lets everyone know that you not only listen but that you have the understanding and authority to make changes and that everyone has a voice.

You will have a team that is committed to your vision and strategic plan if they know that you understand their unique circumstance. Dwight D. Eisenhower utilized this principle on the eve of the allies’ invasion of Normandy. The Supreme Commander walked the staging areas shaking hands with the young troops that would execute the greatest military invasion in history. Eisenhower didn’t quiz them on military tactics or equipment maintenance. Rather, he asked them about home, families and girlfriends. He was connecting, understanding, learning. He was leading.

He was connecting, understanding, learning. He was leading.

1.Introduction

Name----intro-------------------???????

My strength is my positive out look ,whatever i do i believe will be give me fruit sooner or later, learning should be open for whole life, also i believe that hard work is the only key for success there is no short cut to it.

2.what are the qualities of lead.

() He must be loyal to process

() Able to handle pressure

() Flexible to working atmosphere

() Should know each member of a team and to motivate them when needed like call rush 0`

() Should be having managing skills on odd hours

() Should be able to snd concerns to higher department with less variance

3.Why we will select u for LEAD

•I have basic knowledge abt process

4.Why should we hire you?

My vision to work as a lead is clear

I know what is the job,i love to motivate people and since i am working in operation as a Agent so i have a knowledge of a job because i have deliver the same when needed so i will make sure that my team or fellow colleague will deliver the same when needed//so that i can contribute into company revenue and business .

5.Why do you want to stay in Operations, why not other functions like Training, Quality, WFM, HR etc.?

•I have interest in operations only the simply job i knew that how to motivate people towards their maximum output//i have only knowledge abt operations so i think i will be able to deliver in operations with maximum output.Moreover I have been assciated with operation since..... months.So I belive I can best utlise my all qualities of head and heart in OPERATIONS.

1. IN call rush how can u handle breaks

I'll do RTA & Chk out how is draging their call , using unnecessary, old ,acw then tell them dont use the code & give them feedback if required. firstly personally bcoz he /she will tell me y he/she is using unnecessary code whether he have some personal problem or not willing to take good calls.)

we will consult from client that is there is any foresight for call rush ,we will manage accordingly.

2.In less avial how can U manage leaves .

We should have good and healthy relation ship with team memebers, so that u should be able to know correct needs//i should make agent realize abt the importance of being present in the office as in to their team\AM\ and also to company ,how will it effect as asn whole,

3) AL ,ICE ,CQ Target , means TL KPI'S

Ans:-( KPI'S Means SL , AL , ICE ,CQ Target)

4)Why do u want to become TL?

Ans:I think am better for this position/know how to handle Team & floor ...rest make urself

Quality is the perfection based on certain guidelines and principles. We can say that we are providing quality only when if we are following those guidelines and principles on a common platform in achieving a good customer experience

Any Question from BQT training can be asked.

((A))BRAINSTRORMING ND TECH USING :

generating new ideas. Brainstorming is an idea generating technique. it can b used for identifying prblmc, finding out causes and for generating ideas

Cause and effect ;

(B)AFFINITY DIAGRAM :

5why anaylsis

putting questions again and again and at the we'll check out the root cause of the problem.

(D)PARETO ANALYSIS :

vital few trival many(if we resolve 20%major problem then 80% minor problem will get automatically solved.

Pareto an italian economist used this tech to classify the causes of a prblm into two categories (vital few and trivial many)

(E)GANTT CHART :

first of we'll do brain storming and the we'll parerotise issues and then we'll take some action plan

Henry Laurence Gantt developed Gantt Chart.

Gantt Charts were used as a visual to show scheduled and actual progress of projects. Gantt Charts were used to large constructions.

Interation % == Interactions / calls Answered * 100

Short call $%== Short call Ans / total call answered *100



PCA
Percentage Call Answered


LOB
Line Of Business


CWN
Closely Watched Numbers


KPI's
Key Performance Indicators


KRA's
Key Responsibility Area


OCR
Over the call Resolution


PFA
Please Find Attached


FYI
For Your Information


MIS
Management Information System


MTD
Month Till Date


WOM
Weekly Operation Meet


MOM
Minutes Of Meeting


QOM
Quarterly Operation Meet


USL
Upper Specified Limit


LSL
Lower Specified Limit


MBR
Monthly Business Review


QBR
Quartly Business Review


LCA
Learning Curve Analysis




Formulas



SL/PCA 20
CA20/(CO-CAB20)



Answering Level (AL)
CA/CO



Abandoned %
CAB/CO


SPIKE%

offrd
forecast
Spike%

120
100
20%

(Calls Offered-forecast)/Forecast











AHT Target for Process - 210 Sec. ( Tolerance Level 105%)

Calls Offered - 100 Calls

Answered - 75 Calls

Abnd - 10 Calls

Abnd 20s. - 15 Calls

Ans within 20s. - 70 Calls







Formulaes Targets

AL% - Ans Calls / Offered Calls *100



Abnd% - abnd calls / Offered Calls *100 7% (+ , - 2%)



PCA 10 /



Service Level - Calls Ans 20s / (Calls Offered - Abnd 20s.) *100 70% (+ , - 2%)



ICE - Instant Customer Engagement



How to Calculation - No. of Yes / No. of(Yes+NO)* 100 75% ( + , -3%)

Reply %age for ICE - 10% - 11%

C.Q. Celtycs

Average C.Q. Scores for Process 56%(+ , -3%)



LCA - Learning Curve Approach

ICE LCA Threshold - 70% (15 Days) Previously - 68%

C.Q. LCA Threshold - 50% ( 15 Days - 2 C.Q. Audits) - 2 FEs.



KRAs - Key Resposiblitiy Areas