PROCESS  (CX01- CQM): CALL QUEUE MANAGEMENT


Definition: CQM is about managing the call queue in the Prime Shift Only/Busy days in Fresh Caller and seeking help if required to pull people from different Lap (What is Lap Plan? Refer here). Objective is not to have any abandoned call despite having high volume or shrinkage within the service window.


SIPOC

Mention what is the data source means form where the data is coming, what is the input required, who is the processes involved , what is the output and who will be the customer


Suppliers

Input

Process

OutPut

Customer

Fresh Caller Live Dashboard

Live watch of the queue

watch the queue and manage workforce live 

Better Resource/ WorkForce Management

CX Leadership

        Process Steps for CQM


  1. Login to FreshCaller (How to login FreshCaller)

  2. Once you login, you will be landed to the following page, hover over to second tab which says Live Dashboard


  1. You will be directed to the following page, select the queue that you are suppose to watch, here you select “Customer Service”



  1. At the right panel where it says all agents, you will be able to see who is at the current status for how much time. There are three status:

    1. Available : This means agents are available for this minutes of time to take call

    2. Busy: Busy means, they are on OurBound Call. The same will show In conversation with customer or caller name/number

    3. Offline: Not Available to take the call


  1. Review the attendance if all the scheduled people are in and do a quick check in. Refer to the Roster here


  1. Identify if we are under-staffed or overstaffed looking into the queue

    1. How to identify if we are overstaffed to release & engage the workforce somewhere else


  1. If number of agents available is more than 2 and the least available agent one has Time Spent on Available status is more than 30 minutes, release/deploy/move everyone to other function post maintaining single occupancy in that shift 


  1. How to Identify if we are understaffed to pull it from different lap to manage the flow/Shrinkage

    1. As soon as there is no one available in a particular hour in the queue and everyone is in conversation or calls are in queue, pull the people from Email Support (Lap 3)

    2. Ask them to login and be available to take the calls. However, they should be taking the calls only when people from Lap 1 are busy else they can refresh their available Time spent by being offline and immediately login in.

    3. If the people from LAP 3 are also exhausted in LAP 1, Lead should be logged in and Manager will manage the queue.

    4. If there are still shortages, pull other leads and Managers from different laps to cover. 

    5. If there are still shortages, pull people from Lap 2 (Chats).

    6. If there are still shortage, Manager of Phone should login and Senior Manager of should manage the queue

    7. If there are still shortage, engage all the seniors of the department

    8. In case of further shortage, pull people from Marketing


Note: From point 4 to 8 will happen only when we did not plan the workforce as per the business requirement. This will rarely happen or the highest business days of the year


The engagement plan of resources above is in sequence and while releasing the people from the queues, it should run in the opposite sequence. This means the person who logged in last will be released first, until the queue is limited to the people of Lap 1 only.


Shift handover: No person can logout from the queue, until the shift is handed over to the following shift team member. In all other shifts, shift SPOC or senior would be watching the queue if lead is not available and will report back accordingly.



ROLE

RESPONSIBILITY

Lead

Get Scheduled in the Prime shift, login in time, take attendance and ensure Shrinkage is backed up. Also Pull people from different lap to manage the high volume/shrinkage if unders staffed and release people if over staffed






RACI of CQM Process


Specialist: L1, Strategist: L2, Lead: L3, Manager: L4, Journey Manager: L4a, Quality Manager: L4b, Brand Manager: L4c, Emergency Manager: L4d, Senior Manager: L5


Step Code

Steps

Responsible

Accountable/Approved by

Consulted

Informed

SLA

Weightage

LF

Login to Freshcaller

L1, L2, L3

L4d

L4a, L4b,L4c

L5, L6

10 minutes prior to the shift

30%

RC

Review & Check in

L1, L2, L3

L4d

L4a, L4b,L4c

L5, L6

LF+5 minutes

10%

ISS

Identify the Staffing Status

L3

L4d

L4a, L4b,L4c

L5, L6

RC+2 minutes

40%

ICP

In case of Pull

L3

L4d

L4a, L4b,L4c

L5, L6

ISS + 5 minutes

20%

ICR

In case of Release

L3

L4d

L5

L6

ISS+2

20%




PROCESS (CX02- ICS) : INBOUND CALLS 


Definition: Inbound Call is about receiving the call on our helpdesk, answering within defined SLAa, resolving the query of the customers with complete informformation and achieving higher CSAT and lesser Abandoned%.




SIPOC
Mention what is the data source means from where the data is coming, what is the input required, who is the processes involved , what is the output and who will be the customer


Suppliers

Input

Process

OutPut

Customer

Riders through FreshCaller

Calls (Query, Request, Concern from Customer)

Resolution Process

Satisfied Customers

Riders, PAX



PROCESS


  1. Lines Customers facing an issue or wants to raise a concern.

  2. Customers can call us on OurBus HelpDesk Call Support at +1 844-800-6828. Applicable only for OurBus

  3. An incoming call will ring to logged in and available users on FreshCaller. Select Available from the drop down placed between “Test Connection” and “Bell Icon” on top right

  4. Pick up the call by clicking on the Answer button as shown in the screen shot.




  1. Greet the customer and follow the calling protocol

  2. Listen to the customer and acknowledge

  3. Identify the Identify the issue here or if it’s General Query

  4. Paraphrase if applicable to confirm your identification

  5. If confirmed answer as per the knowledge article/follow the steps mentioned in case of request

  6. Provide information as per the process defined and keep the customer engage

  7. Ask for  HOLD and use the option available on the call interface, if required

  8. Wrap the call after updating the notes


  1. Click on the grayed out logo post updating the notes,middle one as shown in the image beside, select the option to Create New Ticket  or Add to Existing Ticket


  1. Resolve/Close the Case basis the nature of temporary or permanent resolution. Log Status and Update Tag along with  all Mandatory Fields on FreshDesk. Learn here how to do it


PROCESS WORKFLOW DIAGRAM




EXCEPTIONS


Describe exceptions here.


Any exception related to Process will be hosted on Knowledge Base on FreshDesk


RELATED PROCESSES  AND OTHER REFERENCES

Freshdesk Ticket Handling Process

Emergency Management Protocol

Alternate Transportation


ROLES AND RESPONSIBILITIES


List the job titles and business offices directly responsible for the policy. 


ROLE

RESPONSIBILITY

Specialist

Work proactively to ensure that we can cater to the user queries within stipulated SLAs

Strategist

An expert at everything that is expected from a Specialist. Actively think of ways to resolve user queries faster

Be capable of leading a code-red situation, i.e., suggesting the solution, bifurcating work b/w people present during that time, communicating updates on the channel, etc

Lead

An expert at everything that is expected from a Specialist and Strategist. Manage Queues and Assist Managers at their respective topics

Manager

Own the respective topics alongside managing the Resolution Time, Response Time of all channels

Senior Manager









RACI for inbound calls

Planning Team: PT, Executive Team: TMT, Board of Directors: BOD, Specialist: L1, Strategist: L2, Lead: L3, Manager: L4, Journey Manager: L4a, Quality Manager: L4b, Brand Manager: L4c, Emergency Manager: L4d, Senior Manager: L5


Step Code

Steps

Responsible

Accountable

Consulted

Informed

SLA

Weightage

IC

Answer the call

L1, L2

L4

L5, L6

L5, L6

(20 sec)

10%

OS

Opening script

L1, L2

L4

L5, L6

L5, L6

IC+5 sec

2%

AC

Acknowledge the concern

L1, L2

L4

L5, L6

L5, L6

5 sec

3%

ID

Identify the issue

L1, L2

L4

L5, L6

L5, L6


40%

PP

Paraphrasing if applicable

L1, L2

L4

L5, L6

L5, L6

20 sec

5%

AQC

Answer the query correctly

L1, L2

L4

L5, L6

L5, L6


30%

CS

Closing Script

L1, L2

L4

L5, L6

L5, L6

10 sec

5%

WCN

Wrap the call with notes

L1, L2

L4

L5, L6

L5, L6

10 sec

2%

TFDC

Toggle to Freshdesk and close the ticket with correct procedure

L1, L2

L4

L5, L6

L5, L6

4 minutes

8%


Always take notes on phone calls, and tie the call back to the customer in our system wherever possible.


Entering notes on each phone call with a customer before saving the ticket will help ensure an easy reference in the future, should we need to revisit that call. Similarly, wherever possible, phone call tickets should be tied to the user who called, at least with their name but also with their email address where available. (For example, if a booking number is provided on a call, we have both of these pieces of information.) Refer to the Article


PROCESS (CX03- ICS) : OUTBOUND CALLS 


Definition: 


SIPOC
Mention what is the data source means from where the data is coming, what is the input required, who is the processes involved , what is the output and who will be the customer


Suppliers

Input

Process

OutPut

Customer

Riders through FreshCaller

Calls (Query, Request, Concern from Customer)

Resolution Process

Satisfied Customers

Riders, PAX


PROCESS

  1. Lines Customers facing an issue or wants to raise a concern

  2. Customers can call us on OurBus HelpDesk Call Support at +1 844-800-6828. Applicable only for OurBus

  3. Outbound call is mostly made for:

    1. Call back on unanswered Incoming call

    2. For providing trip level information

    3. Contacting passengers for getting bus location (on Dispatch request)

    4. ADA details verification

    5. Followup calls regarding compensations, tech issues etc.

  4. To make an outbound call, click on the caller widget on the bottom-right corner of the Freshcaller webpage.

  5. Dialer page will open up. Ensure that the outbound number is selected as “OurBus CX” for Lines, “Rally CX” for Events and “Charter UCE Hotline” for charter/UCE related customers.

  6. If the call gets answered, introduce yourself, greet the person, and explain the reason for the call.

  7. Provide/check for the information as per the process defined and keep the customer engage

  8. Ask for  HOLD and use the option available on the call interface, if required

  9. Wrap the call after updating the notes

  10. Click on the grayed out logo post updating the notes,middle one as shown in the image beside, select the option to Create New Ticket.

  11. Resolve/Close the Case. Log Status and Update Tag along with  all Mandatory Fields on FreshDesk. 


ROLES AND RESPONSIBILITIES


List the job titles and business offices directly responsible for the policy. 


ROLE

RESPONSIBILITY

Specialist

Work proactively to ensure that we can cater to the user queries within stipulated SLAs

Strategist

An expert at everything that is expected from a Specialist. Actively think of ways to resolve user queries faster

Be capable of leading a code-red situation, i.e., suggesting the solution, bifurcating work b/w people present during that time, communicating updates on the channel, etc

Lead

An expert at everything that is expected from a Specialist and Strategist. Manage Queues and Assist Managers at their respective topics

Manager

Own the respective topics alongside managing the Resolution Time, Response Time of all channels

Senior Manager







RACI for OUTBOUND calls

Planning Team: PT, Executive Team: TMT, Board of Directors: BOD, Specialist: L1, Strategist: L2, Lead: L3, Manager: L4, Journey Manager: L4a, Quality Manager: L4b, Brand Manager: L4c, Emergency Manager: L4d, Senior Manager: L5


Step Code

Steps

Responsible

Accountable

Consulted

Informed

SLA

Weightage

OD

Open the dialer

L1, L2

L4

L5, L6

L5, L6

10 sec

10%

MC

Make the call

L1, L2

L4

L5, L6

L5, L6

IC+5 sec

2%

OS

Opening script

L1, L2

L4

L5, L6

L5, L6

OS+60 sec

3%

PC

Share the purpose of call

L1, L2

L4

L5, L6

L5, L6


40%

CD/SI

Check for the details/Share information

L1, L2

L4

L5, L6

L5, L6


5%

AQC

Answer the query correctly

L1, L2

L4

L5, L6

L5, L6


30%

CS

Closing Script

L1, L2

L4

L5, L6

L5, L6


5%

WCN

Wrap the call with notes

L1, L2

L4

L5, L6

L5, L6


2%

TFDC

Toggle to Freshdesk and close the ticket with correct procedure

L1, L2

L4

L5, L6

L5, L6


8%



PROCESS (CX04- EC) : ESCALATION CALLS & PHONE FRESHDESK TICKETS

Definition: 


SIPOC
Mention what is the data source means from where the data is coming, what is the input required, who is the processes involved , what is the output and who will be the customer


Suppliers

Input

Process

OutPut

Customer

Riders through FreshCaller

Calls (Query, Request, Concern from Customer)

Resolution Process

Satisfied Customers

Riders, PAX


PROCESS

  1. Lines Customers facing an issue or wants to raise a concern

  2. Customers can call us on OurBus HelpDesk Call Support at +1 844-800-6828. Applicable only for OurBus


ROLES AND RESPONSIBILITIES


List the job titles and business offices directly responsible for the policy. 


ROLE

RESPONSIBILITY

Specialist

Work proactively to ensure that we can cater to the user queries within stipulated SLAs

Strategist

An expert at everything that is expected from a Specialist. Actively think of ways to resolve user queries faster

Be capable of leading a code-red situation, i.e., suggesting the solution, bifurcating work b/w people present during that time, communicating updates on the channel, etc

Lead

An expert at everything that is expected from a Specialist and Strategist. Manage Queues and Assist Managers at their respective topics

Manager

Own the respective topics alongside managing the Resolution Time, Response Time of all channels

Senior Manager







RACI for ESCALATION CALL

Planning Team: PT, Executive Team: TMT, Board of Directors: BOD, Specialist: L1, Strategist: L2, Lead: L3, Manager: L4, Journey Manager: L4a, Quality Manager: L4b, Brand Manager: L4c, Emergency Manager: L4d, Senior Manager: L5


Step Code

Steps

Responsible

Accountable

Consulted

Informed

SLA

Weightage

IC

Answer the call

L1, L2

L4

L5, L6

L5, L6

(20 sec)

10%

OS

Opening script

L1, L2

L4

L5, L6

L5, L6

IC+5 sec

2%

AC

Acknowledge the concern

L1, L2

L4

L5, L6

L5, L6

OS+60 sec

3%

ID

Identify the issue

L1, L2

L4

L5, L6

L5, L6


40%

PP

Paraphrasing if applicable

L1, L2

L4

L5, L6

L5, L6


5%

AQC

Answer the query correctly

L1, L2

L4

L5, L6

L5, L6


30%

CBF

Fill the callback form 

L1, L2

L4

L5, L6

L5, L6


5%

ASS

Provide assurance for callback within 12 working hours







CS

Closing Script 

L1, L2

L4

L5, L6

L5, L6


2%

WCN

Wrap the call with notes

L1, L2

L4

L5, L6

L5, L6


8%

TFDC

Toggle to Freshdesk and close the ticket with correct procedure









PROCESS (CX05- CRP) : CODE RED PROTOCOLS

Definition: 


SIPOC
Mention what is the data source means from where the data is coming, what is the input required, who is the processes involved , what is the output and who will be the customer


Suppliers

Input

Process

OutPut

Customer

Riders through FreshCaller

Calls (Query, Request, Concern from Customer)

Resolution Process

Satisfied Customers

Riders, PAX


PROCESS

  1. Lines Customers facing an issue or wants to raise a concern

  2. Customers can call us on OurBus HelpDesk Call Support at +1 844-800-6828. Applicable only for OurBus


ROLES AND RESPONSIBILITIES


List the job titles and business offices directly responsible for the policy. 


ROLE

RESPONSIBILITY

Specialist

Work proactively to ensure that we can cater to the user queries within stipulated SLAs

Strategist

An expert at everything that is expected from a Specialist. Actively think of ways to resolve user queries faster

Be capable of leading a code-red situation, i.e., suggesting the solution, bifurcating work b/w people present during that time, communicating updates on the channel, etc

Lead

An expert at everything that is expected from a Specialist and Strategist. Manage Queues and Assist Managers at their respective topics

Manager

Own the respective topics alongside managing the Resolution Time, Response Time of all channels

Senior Manager







RACI for CODE RED PROTOCOL

Planning Team: PT, Executive Team: TMT, Board of Directors: BOD, Specialist: L1, Strategist: L2, Lead: L3, Manager: L4, Journey Manager: L4a, Quality Manager: L4b, Brand Manager: L4c, Emergency Manager: L4d, Senior Manager: L5


Step Code

Steps

Responsible

Accountable

Consulted

Informed

SLA

Weightage

IC

Answer the call

L1, L2

L4

L5, L6

L5, L6

(20 sec)

10%

OS

Opening script

L1, L2

L4

L5, L6

L5, L6

IC+5 sec

2%

AC

Acknowledge the concern

L1, L2

L4

L5, L6

L5, L6

OS+60 sec

3%

ID

Identify the issue

L1, L2

L4

L5, L6

L5, L6


40%

RP

Report on Slack and follow code_red SOP

L1, L2

L4

L5, L6

L5, L6


5%

SI

Share information

L1, L2

L4

L5, L6

L5, L6


30%

ASS

Provide assurance for resolution

L1, L2

L4

L5, L6

L5, L6


5%

CS

Closing Script 

L1, L2

L4

L5, L6

L5, L6


2%

WCN

Wrap the call with notes

L1, L2

L4

L5, L6

L5, L6


8%

TFDC

Toggle to Freshdesk and close the ticket with correct procedure








PROCESS (CX06 -RP) - REVIEW PROCESS


TO BE WRITTEN BY QUALITY MANAGER




EXECUTION MODEL: 


QUALITY CHECK (QC): List of KPI

COMPLIANCE ASSESSMENT (CA): 


BUSINESS CONTINUITY PLAN (BCP): NA


WORK-LOAD ASSESSMENT: 


COST SAVING: 


TOTAL WORKLOAD SAVING: 


IMPACT ON TURNAROUND TIME: 


AVERAGE TRANSACTIONS PER MONTH: 


TOTAL COST SAVING: