Notes

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 17 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.
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Attrition Control:meant: leaving the company with any reason and how to control it i will keep my agents motivated. i will share all good things. if they be with the company for long and perform well they would get different roles to perform at higher level not in operations in other departments like wfm, training as well. if they leave the company they wonder from their career path and will have to restart all over again. i will make them understand what is their carrer path in the company so that they could stick along with the company.
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Why Only You :



Formulae:- 3Count of “Yes” Response
-------------------------------------------------------------------- * 100
Count of “Yes” Response + Count of “No” response

Aux Codes:- (Auxiliary Codes) Those codes which informs the ACD(Automatic Call Distributor)that a particular agent is not available to take calls. Hence, ACD does not route calls to that Nortel ID which is not ready to take calls.

There can be different reason to apply these codes.
E.g:- Feedback, Training, after call wrap-up, Down Time, Breaks, etc.
These codes vary from call centre to call centre

Productive Time:-

Productive Efficiency: - Out of the total Logged-in time, it is the percentage of total time spent on handling the calls. Also called as Pure Productivity %

Formulae:- Total Handling Time (Talk Time + Hold Time + Wrap-up Time)
--------------------------------------------------------------------------* 100
Total Login-in Time

Productive%:- (For Agent’s Performance Evaluation)

Formulae:- [Total Logged-in Time-Non Productive Time (Meal Break,Tea Break,Misc.Break,Sick Break,Not ready,Wrong codes)]
---------------------------------------------------------------------- * 100
Total Login-in Time



Qualities of good leader :



• Able to assume multiple responsibilities and remain productive in critical conditions.

• Alway ready to face challenges to meet and succeed objectives.

• Ability to analyze and interpret data in a meaningful manner.

• Capable to observe, analyze and give constructive feedback over performance.

• Capable of working in a team as well as individuality.



Responsibilities of a team leader



To understand all the issues of respective team & get it resolved with in TAT.

Try to solve all the issues on first level & if not solved then escalate to next level in proper way.

To complete all the tasks given by Supervisor with in TAT.

To keep the team updated with all necessary briefings of product & process & be updated self as well.

To take care of all the compliance & DOs & DONTs.



______________________________________________________________________________



Ques: What is operations.

Ans:- Operation is a dept. where employees mainly earn actual revenues for company with their work. This department is mainly responsible for generating revenue for company. Other departments are only for supporting operations so that operations can work effectively. All the target that's are being given to company, operation is responsible for achieving that all targets given by client.



Ques: Why only operations.

I have been working here since last 28 month, i have learnt many things on floor. I know each and every activity about operations. i have always experimented with my self to get all my kPI's, so i think that i can make use all those practices and qualities in operation as compared to other departments. As a growth point of view i this operations is the best place to promote your self. we can have a example of Sukhdeep Sir, he joined here as a Team Leader and now he is working as a Manager Operations.



Responsibilities of a Team Leader

First of all I team leader should have a ability to lead a team, 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.



*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.



Attretion Control: i will keep my agents motivated. i will share all good things. if they be with the company for long and perform well they would get different roles to perform at higher level not in operations in other departments like wfm, training as well. if they leave the company they wonder from their career path and will have to restart all over again. i will make them understand what is their carrer path in the company so that they could stick along with the company.
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How to control Shrikage :
Shirkange is a critical area however we still have devices to control the same. i will make roaster in such a way so that it is in accordance with the prefrences of the agents and their unplanned absence could be taken care off. i will make them understand the negative affects of absent on their stacks. However exceptions are always their if my one agent is not coming to office on someday i should have maintained a cordination with my agents that others who are on week off on the same day come to office and help in the smooth functioning of the process.


I have been working with IBM for () months. I have maintained a good record of performace. I am the only Sr executive service as a member of Delhi Prepaid Escation Helpdesk. I am holding a more responsible position than other executives. I am confident, i am good enough and I think now i should be given an opportunity to move at a higher carreer path so that my efficiency could be best utilized.
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How to control Shrikage : (Absentism and AOD or absent on duty)
Shirkange is a critical area however we still have devices to control the same. i will make roaster in such a way so that it is in accordance with the prefrences of the agents and their unplanned absence could be taken care off. i will make them understand the negative affects of absent on their stacks. However exceptions are always their if my one agent is not coming to office on someday i should have maintained a cordination with my agents that others who are on week off on the same day come to office and help in the smooth functioning of the process.
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1. TEAM LEADER IS A PERSON WHO IS LOOKED UP TO AS A BRIGHT EXAMPLE AND ONE WHO LEADS BY EXAMPLE



2. EVERYBODY HAS TO BE A LEADER IN SOME PART OF LIFE LET IT TO BE IN WORK PLACE,IN SOCEITY POLITICS EVEN IN FAMILY AND SO ON.




3. HE MUST LEAD THE WAY SO THAT OTHERS FOLLOW HIS STEPS AND ACCEPTS HIS AS A MODEL THEIR SHOULD BE NO MISMATCH HIS WORDS AND ACTION



4. TO BE GOOD LEADER HE HAS TO BE HONEST AND SINCERE FIRST



5. HE SHOULD NOT MAKE IMPROPER USE OF HIS POSTION AND SHOULD ALWAYS TRY TO KEEP PROMISES.



6. HE SHOUL NOT MAKE ANY DISCRIMINATIONS AMONG HIS TEAM MEMBERS.




7. HE SHOLUD HAVE THE POWER TO INFLUNCE A LARGE NUMBER OF PEOPLE AND WORK GENUINELY FOR THE WELFARE.



8. EVERY BOSS HAS TO BE A GOOD LEADER IN ORDER TO DRIVE BEST OUT HIS TEAM .


9. HE SHOULD HAVE THE RIGHT KNOWELEDGE GREAT FORESIGHT


10. HE SHOULD HAVE THE POWER TO FORMULATE THE RIGHT PLANS,ANTICIPATION,INTERPERSONAL AND COMMUNICATION SKILLS


11. HE SHOULD ACT BOTH AS A FRIEND AND A MONITOR


12. HE SHOULD HAVE THE ABILITY TO GET THE RESET OF HIS TEAM MEMBERS THAN ONLY HE CAN BE A GOOD LEADER



Service Leve:- It is the percentage of calls answered within a specified time. Can also be referred as PCA10 (Percentage of Calls Answered within 10 secs)

Formulae: - Calls Answered with in 10 secs.
-----------------------------------------------------------------* 100
( Calls Offered – Calls Abandoned within 10 Secs )

AHT:- It constitutes of 3 components (Avg. Talk Time/Avg.Wrap Time/Avg. Hold Time)

Formulae :- ( Total Talk Time + Total Wrap Time + Total Hold Time )
----------------------------------------------------------------------------
Total Calls handled (answered)

Abandoned:- Abandoned Calls are those calls which were offered at Skill set but got abandoned while in queue ( was not answered ).

Formulae: - Total Calls Abandoned
------------------------------- * 100
Total Calls Offered

Short Calls:- All those calls which were answered by the agent but whose duration was less than 5 Seconds ( This duration can be defined as per the Client’s need )

Avg.Answer Delay:- (Average Speed of Answer) Usually calls wait in queue before being answered. “Average Answer Delay” is the average delay taken before the call was picked (Answered)

Formulae:- Total Time is Queue before the call getting answered
--------------------------------------------------------------------
Total Calls Answered

Max.Answer Delay:- It is the Maximum time when any call waited in queue before getting answered.

Login Efficiency:- Every agent is scheduled to Login for defined hours. Login Efficiency is the percentage of those defined hours an agent has given.

Formulae:- Total Logged-in Hours
--------------------------- -- * 100
Total Scheduled Hours

FCR%:- ( First Call Resolution ) It is the percentage of calls that were resolved in first attempt

Formulae:- 1 - Repeat % Where Repeat % = Total Repeat Interactions (Repeat Wrap-ups + Repeat SRs)
---------------------------------------------------------------------------*100
Total Interactions

ICE%:- (Instant Customer Engagement)