a) Call back TAT to be less than 5 Min b) Follow Up to be reduced to less than 35% a) Complaint closuer SLA within 24 Hrs has to be =>90% b) Reduction of Escalation on Nodal, Appellate, DoT & Social Media platforms a) Call Quality of Executive has to be =>95% .
B) Daily 4 call Listening ( all CC Executives to be covered atleast once in one week ) and feedback to be provided for improvement areas.
a) Seemlessly co-ordinate with cross functional team for timely resolution of customer concern to get it resolved within defined timeline.
b) Manage Outage tracker and update timely a) Train and Handhold new joiner for first month
B)Conduct atleast 1 training/ team engagement activity per quarter for executive.