Notes

This is navpreet kaur I am from tarn taran and have been working with this honorable organization from last 3 years. I have learn alot of things from here and I feel so glad that I can be a part of it. I have done my b.tech from acet in 2018. Currently I am working as subject matter expert for flipkart chat from about 6 month. I would like to remain a part of this organization cuz I feel the employes and a customers are greatly valued here.

I believe I am suited to the role of team leader, firstly, because I have the skills, qualities and attributes to match the job description, and secondly because I am someone who simply has a keen desire to lead and manage people.


Firstly I find root calls and make two list one for those who achieving the targets and one for who are fail to achieving targets after finding the root call I will focus on things stopping agent to achieving the targets I will prefer doing audits on daily basis and will share the feedback with agents one o one I will focus on reducing the agent error once the error will be reduce the score will automatically enhanced.

csat 69
rr 60
pcd 85

shrinkage :- unplanned + planned *100
total rostered

attrition:- total no. of agent attired *100
(open count +closing count)/2

Aht :- total talk time +total hold time+ total acw *100
total calls taken by agent
or
AHT=ATT+ AVERAGE HOLD TIME +AVERAGE ACW