Hi I am a Team Leader with a Tech Process, Our Process is currently faced with following Issues.

Attrition & Absenteeism

High AHT

Quality Scores Dipping

We have being employing Engineers mostly with other gradates also in our
process, who are either studying and adding to our attrition process...

Well beyond that the process with whom we deal with, is having poor backend support, hence leading to frequent escalations and hence hight AHT, as customers are not happy and frequent complaints also not yeilding any results

I would like to know what are some of the best practises which may help us in reducing AHT and deal with absenteesim issue and quality scores hit due to Newbies joining our process

One aspect of good practice to employ is to have a benchmark of competence. It appears that upon starting on the team your newbies are not capable of handling calls at the required level. Perhaps you need to measure this level immediately prior to leaving training. Anyone not meeting that level is clearly a liability for your team - so why are you accepting them onto the team? Why not refuse to take them unless they make benchmark? Either training is delivering agents who arent competent or recruitment is not recruiting adequately skilled candidates.

Hey,

First do you have processes which moniter's an agent before hitting the floor.
He should be measured on the scores which before the candidate is recruited, while in training and post training, based on these factor one must hit the floor.

The requirement of such loops should be highlighted to the Client as well.

Prashant

I would start by mapping demand. Count your calls firstly into value and failure demand. Then sub divide into classes of call. Then you can do two things:

1) Find the most common classes of failure demand then improve your system such that these calls no longer occur. For example, if your biggest failure class is that you sent the wrong product, improve the system so you don't do that any more.

2) Find the most common classes of value demand and train your newbies in those. I bet 2 or three types of call make up over 60% of your calls. Train the newcommers on those calls and you are more than half way there. It is common for companies to spend lots of time training on all the possible calls when most of them are very uncommon and the uncommon ones should, perhaps, be escalated.

Best,

Rob Worth