Page 33 - DN Press Final NIQC

Green Belt

Platinum Winner

An organisation which was providing back office
support via phone and chat for a company based out of
Bangkok was observing an unusually high number of calls
being escalated from the Tier 1 employees to the Tier 2
employees. This was resulting in a high AHT and increased calls
being abandoned.

A detailed project charter was created and data collected based on the root
cause identified in the brainstorming phase. Hypothesis testing done in the
analyze phase gave the inputs of what are the root causes which are well within
control and would give high impact. Thus was the entire system built to develop an
action plat to bring down the escalation %.

As part of this there were multiple refresher session done for all the Tier 1 employees to
improve both their product knowledge and their confidence level to speak to customers
assertively and politely so that there would be no call for an escalation. The knowledge portal
was improvised so that all required information was easily available while call handling was on.
They were encouraged to use the right probing techniques to help arrive at the right cause for
which the customer was calling so that the same could be addressed easily and effectively.

All these actions together helped bring the escalation % to the desired numbers effectively seeing a
15% drop and thereby providing the organisation with multiple benefits like better Customer
Satisfaction scores, lower AHT, lower abandon %. This was therefore a highly effective project
which was highly appreciated and acknowledged.

Nagraj a student of NIQC was very happy to acknowledge the skills he acquired here with the help
of the team which was what he had applied in his Green belt project to derive this success. For the
efforts put in he was awarded with a Platinum award.

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