Notes

This is Harjot kaur I am from Mohali. I have done my b.tech from CGC in 2018. I 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. Currently I am working as subject matter expert for flipkart chat process from last 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 denotes the difference between the time customer service agents are paid for answering calls and to serve their customers, and the amount of time they actually spend doing their job and making/receiving calls. The difference in the two duration is known as shrinkage.
shrinkage :- unplanned + planned *100
total rostered

Attrition rate is defined as a percentage of employees that left your call center during a particular period. You can calculate it, dividing the number of these employees by the average number of employees for that period.
attrition:- total no. of agent attired *100
(open count +closing count)/2 ( we can dividing only 2 cuz there is 2 component only)

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

aht-480
art-30
acw-35-40