GODREJ INTERIO

Performance Mar15 to
Mar16
 Index
MOM

ACD Traffic Synopsis with Actual SLA

Unique ACD Traffic Synopsis

Actual SLA Vs. Effective SLA

Hourly Answered Calls in the Month of Feb'16

ACD Answered call category

Process Quality

Support Required
 MOM
dated 08th Mar16
 ACD Traffic
Synopsis with Actual SLA
12000 95% 100%
90%
10000 89% 89% 90%
85% 86% 86% 87% 80%
82% 81% 83%
77% 70%
8000 73%
69% 60%
6000 50%
40%
4000
30%
20%
2000
10%
6700
5989
711
6948
6176
772
9556
7366
3976
9676
6650
4991
9202
6696
4228
8322
6861
2670
8723
7053
3025
9534
8104
3858
1036310475
8262
45879023
1448
8946
7702
1183
8830
7923
874
9140
7980
1120
0 0%
Mar'15 Apr'15 May'15June'15 July'15 Aug'15Sep'15 Oct'15 Nov'15Dec'15 Jan'16 Feb'16 Mar'16
Offered Ans wered Abandoned Target SLA

Highlights RCA

We have achieved the actual SLA of 87% in Month To ensure that the Service levels are met,
of March16 planning is done
Call volume is again increased compare to last 1
month
 Unique ACD Traffic Synopsis
12000 100%
89% 89%
82% 83% 83% 84% 90%
81% 81%
10000 77% 77%
73% 80%
69%
70%
8000
60%

6000 50%

40%
4000
30%

20%
2000
10%
6700
5989
7116948
6176
7729556
7366
39769676
6650
49919202
6696
42288322
6861
26708723
7053
30258377
6930
27939107
7030
33389752
7924
29138144
6742
22738299
6943
21708447
7026
2415
0 0%
Mar'15Apr'15May'15June'15July'15Aug'15Sep'15Oct'15Nov'15Dec'15Jan'16 Feb'16Mar'16
Offered Answered Abandoned S LA

HIGHLIGHTS
Plan of Action

We are able to answer 84% of Unique calls in Adequate planning is done to ensure that majority
March16 of calls are answered
Improvement seen in ATT due to which we are
able to answer
more Unique calls
 Actual SLA Vs. Effective SLA

HIGHLIGHTS RCA

Abandoned calling is done at two different

There is up word trend observed in effective
intervals
Service level
Data is extracted during non-peak hours and
calling is done
 Hourly Answered Calls in the
Month of Feb & Mar 16

Half Hourly 1st 2nd 3rd 4th 5th 7th 8th 9th 10th 11th 12th 14th 15th 16th 17th 18th 19th 21st 22nd 24th 25th 26th 29th 30th 31st
9:00- 9:30 12 17 0 16 22 23 14 21 19 19 22 27 9 16 16 9 16 27 16 9 11 21 22 17 8
9:30-10:00 11 12 0 13 13 25 18 17 19 11 23 19 20 25 18 20 16 22 15 10 12 10 27 16 15
10:00-10:30 25 28 28 14 26 20 20 13 23 9 24 24 28 15 25 25 22 27 20 8 11 21 23 16 19
10:30-11:00 24 29 14 17 39 29 22 40 19 15 28 23 16 21 22 27 28 41 24 8 29 25 17 27 28
11:00-11:30 20 37 35 27 30 27 20 19 24 27 47 38 24 20 28 19 23 29 33 12 25 37 25 27 36
11:30-12:00 21 24 23 26 25 20 20 26 22 5 45 20 31 25 28 20 31 30 31 14 25 37 41 28 26
12:00-12:30 28 31 14 13 29 16 24 22 23 28 29 24 25 22 21 23 30 18 25 13 24 34 19 21 31
12:30-13:00 20 27 18 16 22 15 19 19 23 31 21 35 19 17 15 18 23 20 14 17 17 28 18 13 20
13:00-13:30 11 11 13 19 23 26 26 19 15 22 9 25 23 20 18 13 37 23 14 10 15 41 14 23 18
13:30-14:00 26 20 13 28 20 17 17 10 10 13 23 25 24 11 19 14 20 13 22 2 20 29 20 12 12
14:00-14:30 22 19 18 16 21 14 14 15 16 21 13 21 14 23 14 17 18 19 18 2 8 14 15 11 22
14:30-15:00 12 20 19 26 8 13 17 15 24 13 25 16 23 17 16 15 21 17 14 5 14 6 17 20 9
15:00-15:30 15 15 19 19 10 16 17 20 13 13 17 27 23 24 13 14 16 18 16 10 7 18 12 12 9
15:30-16:00 17 21 22 20 18 14 19 31 14 27 24 13 25 18 13 12 15 14 15 8 10 12 20 22 19
16:00-16:30 15 14 29 11 22 16 16 26 19 18 15 14 8 14 14 12 18 19 16 6 14 17 16 15 18
16:30-17:00 15 17 17 9 15 15 20 25 18 13 11 17 25 5 8 23 16 18 11 7 18 20 18 19 5
17:00-17:30 10 9 12 17 12 9 24 14 20 13 15 17 14 11 14 20 10 14 19 5 15 24 11 15 9
17:30-18:00 11 10 14 17 16 15 13 16 15 6 11 19 13 16 22 12 9 13 16 7 18 9 16 19 16
 ACD
Answered call category
ACD Answered call category

Non Interio
Month Total Calls Fresh Breakdwn Fresh Assembly Status Call Enquiry Calls Other
Calls

Mar'15 9183 3687 76 1171 2528 383 1338

Apr'15 8775 3544 22 1245 2324 426 1214

May'15 9186 3629 4 1451 1879 433 1790

June'15 7686 3608 15 1173 1354 303 1233

July'15 7597 3664 22 1212 1423 239 1037

Aug'15 8262 3554 20 1271 1658 241 1518

Sept'15 8223 3719 36 1374 1606 287 1201

Oct'15 7974 3476 26 1360 1763 319 1030

Nov'15 8179 3713 8 1370 1673 355 1060

Dec'15 9018 4322 16 1501 1875 384 920

Jan'16 7702 3812 6 1147 1646 342 749

Feb'16 7923 3833 0 1051 1834 341 864

Mar'16 7980 3851 12 1119 1748 387 863

Total 107688 40728 251 14275 19729 3712 13090

% 38% 1% 13% 18% 19% 12%

 Process Quality
96% 100%
94% 90% Godrej Interio Quality
92% 80%
CSE Name Target Feb'16 Mar'16
90% 70%
60% A Jordan 90% 91% 91%
88%
50%
86% Arlene
40% Feb'16 90% 94% 89%
84% D'lima
30% Mar'16
82% Preeti
20% Target 90% 90% 89%
mishra
80% 10%
Neha
78% 0% 90% 89% 92%
Chavan
Alfahad
90% 85% 90%
Ansari

HIGHLIGHTS
Plan of Action
Quality Improvement seen for all associates from
87% to 89% till Feb16 Continous monitoring is done to ensure that the
calls are answered appropriately
Refresher training is done to ensure that the
agents are covered based on parameters required
for call handling
High AHT calls are evaluated by QE & Ops team,
post which the scores are calibrated and Refresher
training is done
 Support Required
Call calibration to be done along with Client based on AHT
Updated Dealer list to be shared
Revised Script for call handling
Incentive Plan based on Quality