Notes

My self kiran kumar. i belong to himachal pradesh distt kangra. i am bsc graduate. i complete my bsc from wrs govt pg collage dehri in 2016.

experience i have an experience of One year as a maths tuition teacher.
one year experience in tata motors as a salesmen executive in cmpl tata motors pvt ltd and now curranty working in Teleperformance from more than two years as a customer service executive..

skill... i have good convincing power.

family............... if i talk about my family...there and 7 members in my family....we are 4 brother one sister and my father and my mother.......
my father is in govt job under iph department in my hometown.
my elder brother is a computer hardware engineer.
second one is carpenter.
and 3rd one i am.
and my younger brother is in hp police.
sister married.

hobbies...........if i talk about my hobbies ..i love Travelling and reading books.

strength ....my bigest strength is self motivation and if i talk about my weakness i easily trust on any person...sometimes its good for me and sometimes i feel very bad experience with that
sometimes i trust on any person ...but some persons are not doing the same that i think...i am a person with helping nature.....but not every person is same as nature wise

Team Leader
A team leader is someone who provides direction, instructions and guidance to a group of individuals, who can also be known as a team, for the purpose of achieving a certain goal. An effective leader will know his team members' strengths, weaknesses and motivations.

roles
Team leaders serve various roles in an organization
Develop a strategy the team will use to achieve its goal
Provide any training that team members need
Communicate clear instructions to team members
Listen to team members' feedback
Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
Manage the flow of day-to-day operations
Create reports to update the company on the team's progress
Distribute reports to the authorized personnel

responsibilities
first of all tl should have an ability to lead a team....tl have good communication skills, good product knowledge and also team leader should be supportive person, can understand a need of individuals as well as group, and also team leader should have flexible with work environment. team leader should have healthy relationships with there team members .

why you only................
i have been working with the organization since last two years, so i have been already aware about each and every activity which a team leader should know ....my positive attitude and vision of things and my creative mind. .all differentiate me from others.


why you want to be a tl not other..............
sir actually operation functions as a backbone of any company and the growth is faster in operation as compare to any other department....i feel that i can give desired shape to my career in this field...as i am working with my tl from last two year so i know the skills and experience to put utilized in operation. since i have been working in operation ..so i have developed the interest in this field and would have love to learn more about it. i feel if i get an option to serve in this field in higher level with great responsibilty ....that will be great option to take my efficiency in best manner.


KPIs is key performance indicators,in most of the bpos it has been decided by the clients basis on their performance and evaluation that what they needed to improve the customer review and services.



However,kra is key responsibility areas which has been decided by the organisation for which we are working and they have different parameters that we needs to follow or perform as per the given targets.

Shrinkage is the percentage of employees who are not present to take calls in particular time or day. There are two types of shrinkage in BPO - Planned Shrinkage & Unplanned Shrinkage.


Planned Shrinkage include Week Offs and Leaves & Unplanned Shrinkage include Absenteeism and Half day.
Calculation-
Shrinkage = Planned shrinkage + Unplanned Shrinkage.
Target: Maximum: 11% (6% Unplanned and 5% Planned)

Calculation:

Total Shrinkage = Rostered Leaves + USLs + Absents * 100
Total Roistered

Planned Shrinkage = (No. of week-off + No. of leaves)/Total Head-count
Target: Maximum: 5%

Calculation:

planned Shrinkage = Rostered Leaves * 100
Total Rostered

Unplanned Shrinkage = {No. of absent + (Half day/2)}/ Total Roster-count.
Target: Maximum: 6%

Calculation:

Unplanned Shrinkage = Absents + USLs * 100
Total Rostered

Attrition is the rate at which members of staff leave the workforce over a given period of time. ... Attrition is high in contact centres (particularly in the BPO sector) compared with other industries.
Target: Maximum: 8%

Attrition = __Total No. of agent Attired * 100
(Open Count + Closing Count)/2
Service Level (SL): This is an efficiency matrix which indicates how quickly we respond to the customers. The same is calculated as follows.
Target: Minimum 80% for prepaid and 85% for postpaid
Service Level = Calls answered with in Threshold Time (20 Sec) * 100
Calls offered – Abn Calls Less Than 5 Sec


Occupancy rate is the amount of time that a call center agent is occupied with callers. For instance, if a call center agent has an occupancy rate of 85 percent, that means they were speaking and dealing with customers for 85 percent of their time. For the remaining 15 percent of their time, they were free to take calls. So, in other words, occupancy rate refers to the time an agent spends on calls versus the time spent between calls.
This is matrix which helps to measure the productivity of and of an agent or process. The same is calculated as follows
Telephone Occupancy = _ Total Calls Taken * AHT_ * 100
Staff Time –AUX Time



Attrition: When an agent moves out of the system. He either resigns or is abscond from the
System. The same is calculated as follows

Target: Maximum: 8%

Attrition = __Total No. of agent Attired * 100
(Open Count + Closing Count)/2

Offered Calls: Total No. of calls landed on IVR after selecting customer care option on IVR

Answered Calls: Total No. of calls landed on Avaya or answered by agents

Abandoned Call: The Call which is disconnected by customer after landing on IVR and before land on ACD/Avaya.



Short Call Disconnect: Call which gets disconnected by customer within 5 sec after landing on IVR and before landing on ACD/Avaya.

Average Speed of Answer (ASA): Average time taken by customer to get connected with customer care executive.

Target: Less than 20 sec


Service Level (SL): This is an efficiency matrix which indicates how quickly we respond to the customers. The same is calculated as follows.

Target: Minimum 80% for prepaid and 85% for postpaid


Service Level = Calls answered with in Threshold Time (20 Sec) * 100
Calls offered – Abn Calls Less Than 5 Sec


Answer Level (AL): It is the percentage of total calls answered out of all the calls offered. The same is calculated as follows-

Target: Minimum 95% for prepaid and 97.5% for postpaid

Answer Level = Total Calls Answered * 100
Calls offered


Abandon Percentage: It is the percentage of total calls remained unanswered out of all the calls offered. The same is calculated as follows-
Abandon Percentage = Total Calls Abandoned * 100
Calls offered
Target: Maximum 5% for prepaid and 2.5% for postpaid

Average Talk Time (ATT):

ATT = ___ Total Talk Time____
Total Calls Taken by agent


Average Handle Time (AHT): This is an average time taken by an agent to wind up the call. It includes Talk time, Hold Time and ACW.
AHT = _ Total Talk Time + Total Hold Time + total ACW_
Total Calls Taken by agent
Or
AHT = ATT + Average Hold Time + Average ACW

Telephone Occupancy

This is matrix which helps to measure the productivity of and of an agent or process. The same is calculated as follows

Telephone Occupancy = _ Total Calls Taken * AHT_ * 100
Staff Time –AUX Time

Telephone Occupancy = _ Total Calls Taken * AHT__ ____ * 100
(Total Calls Taken * AHT) + (Avail Time)

Call Projection/ Call Forecast

The Estimation which client gives regarding the call flow to its Service Provider/BPO/ Call Center that how many calls it be will be receiving. This estimation is given well in advance so that proper roistering is done to ensure that SL and AL targets are met.

Point should be noted over here is that what ever projection is given by client, Service Provider should ensure that SL and AL targets are met even on 120% of call flow received against calls forecasted or projected.
However if Call flow is more than 120% of Call Forecast and SL/AL targets are not met then day stands to mitigate. Performance of that day will not be included in monthly performance but if still Service providers manages to meet SL/AL targets even with more that 120% of call flow then performance of that day will be included in monthly performance.

Calculation
Forecast Percentage = _ Actual Call Flow_ * 100
Calls Forecasted

How to Control Attrition

Well! What I personally feel is that if we talk about bringing attrition down to zero and maintain it constantly, which seems to be a myth because those who have joined organization will surely leave it one day. However practically we can surely postpone attrition of an agent and yes of course we can achieve 0% attrition and maintain it for a while too.