Undertaken by : Digicon & Airtel CS Team

Project Samadhan

Problem Statement

In order to provide uniform & proper service to the Customer, process needs to follow Standard Operating Procedure (SOP). Hence by non adherence of SOP causes high repeat %age and low FCR %age, which is directly impacting the Customer experience and result into Customer dissatisfaction.

Opportunity Statement

For the last 3 months, airtel process has not been able to met SOP adherence target which is affecting delivering uniform information, Decreasing FCR along with contributing in the high Repeat calls for which this project is initiated.

Project Charter

Month Month wise SOP Adherence %age

August'15 64%September'15 58%

October'15 67%

Project Scope

In Scope: All the CSE taking calls for airtel Process..

Out of Scope: Associates involved others apart from call taking responsibility.

Goal Statement

To increase the SOP adherence of airtel process by 15%age within 31st December’15.

Project Time Line

Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3 Week 4Form Team

Finalize SOPTraining

Gather DataAnalyze Data

Select SolutionsDevelop Implementation Plan

Monitor ResultClosure and Recognition

ActivityOct'15

Nov'15Dec'15

Targeted Benefits

Ensuring Customer satisfaction.

Count of churn customer will be decreased.

Repeat %age will be decreased on daily basis.

Service quality will be improved.

SOP Adherence Trend – Month wise

Huge non adherence observed in September’15.

SOP adherence is not up to the mark in any month.

Activities under the Project Refresher on SOP.

Random calls listening. Monitoring %age of adherence. Dipstick on daily basis. Mystery calls. Feedback sharing on non

adherence.

Impact AnalysisData of all the above activities will be tracked and worked on a daily basis in order to ensure an improving trend wrt SOP adherence %age.

Thank You