| Call centre process flow at Onecall |
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| 1. |
Planning |
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the entire process is planned to suit the needs of the project size and sale requirements. A hypothesis driven approach is developed with attention given to details at the minutest level. |
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| 2. |
Training |
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we define the essential needs of training and the standards for trainer certification. A tollgate approach to evaluation and a simulation of the actual process helps our employees maintain the standards of quality and productivity that we adhere to. |
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| 3. |
MIS/Analytics |
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Management Information System (MIS) is an automated system that collects, manipulates, and disseminates data or information in a user-friendly format. We detail MIS requirements, define exception formats and make information available online and to everyone as and when it is entered. |
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| 4. |
Floor management |
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We define and implement visual aids and develop the online FAQ/Knowledge base. A “Quality Circle” approach to team briefing is followed with a Daily Exception Report from MIS/Analytics. Daily tasks are assigned to the coaches/performance enhancement team. |
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| 5. |
Performance management |
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this involves formal re-training based on weekly performance scores encompassing call monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried out every month to keep them up-to-date with changes in the system if any. The agents also undergo a continuous and ongoing refresher course. |
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