Backlog Alert and Action Plan

In case of a backlog (untouched e-mails after 24 hours/ Remedy L1 cases older than 3 days) the following steps will be taken: RCA over increasing volumes. Comparison with baselining. Establish cause of backlog (Genpact or Client). Report out to all stakeholders and notify about increasing volumes. Priority and daily allocation to all analysts performed in the morning. Remedy priorities Priority 1 oldest cases, Priority 2 newest cases Email allocation based on aging. All emails older than 24 hours distributed equally among analysts. At least 1 agent tackling older e-mails and 1 analyst tackling newest e-mails in order to reduce risk of follow-ups. All e-mails to be allocated based on e-mail Subject in order to reduce risk of follow ups and double work. Reminders and statements to be allocated among analysts disregarding the language dependencies (process equal to all Countries). Mid-day check of Daily allocation. Re-allocation of e-mails and cases based on status on mid day. Reminder to be sent to all analysts. If email inflow over 50 issue yellow alert. Alert to be sent to analyst on specific Country. Establish if available Country analyst able to sustain volumes, otherwise request support from back-up analysts with lower volumes. If email inflow over 100 issue red alert. Alert to be sent to all Analysts. Allocation of back-up resources based on lower volumes on other Countries. Back-up analysts to return to Main Countries after volumes have been stabilized. If email inflow over 150 emails issue over time. Overtime to be performed by analysts in order to reduce volumes. Recognition to be awarded through higher VIC or Cheers based on OM feedback. Remedy cases backlog to be performed based on following: Priorities all cases returned from L2 and L3. To be closed with any resolution provided by upper levels. All L1 cases to be assigned to analysts based on ageing. Priority 1 oldest cases Priority 2 newest cases Daily target for each analysts 20 created cases / 20 closed cases per day. In case none of the above decreases volume inflow, notification to be sent internally and support from other towers to be requested. Internal stakeholders notified about backlog. Analysts who dont reach daily target to be deprived of VIC. If problem persists development plan to be put in place. Resources to be re-allocated on other processes if performance issue persist.