sRecommendation

Average Handling time Reduction of average handling time, as in any call one of the important parameter to be
considered for the efficiency of the call is AHT. As per the client the average should be around 700 sec which is
practically not possible due to different type of calls which take place. Negotiations have been going on but one of the
possible ways to reduce AHT could be through forming dedicated teams for different type of calls. Home move tea,
billing team, technical team. One of the problems which may arise is that on days of fewer calls resources might not be
utilized, in that case prioritization of calls can be done. As one particular time would be much more effective and
efficient in handling their specialty calls which would ultimately reduce the AHT.

Business continuity planning is the process of creating systems of prevention and recovery to deal with potential
threats to a company. BCP is a set of contingencies to minimize potential harm to businesses during adverse scenarios

As part of BCP, first step which comes is business impact analysis which differentiates critical and non critical functions
or activities of the organization. Basically determines functions whose disruption is unacceptable. Business impact
analysis

Recovery Point Objective (RPO) the acceptable latency of data that will not be recovered. For example is it
acceptable for the company to lose 2 days of data?[8]
Recovery Time Objective (RTO) the acceptable amount of time to restore the function.
The recovery point objective must ensure that the maximum tolerable data loss for each activity is not exceeded. The
recovery time objective must ensure that the Maximum Tolerable Period of Disruption (MTPoD) for each activity is not
exceeded.
The next step which comes in is solution design which identifies the most cost effective solution for recovery from any
disruption which might have occurred.

The solution phase determines:

crisis management command structure

secondary work sites
telecommunication architecture between primary and secondary work sites
data replication methodology between primary and secondary work sites
applications and data required at the secondary work site

The next things comes up is implementation of plan, the implementation phase involves policy changes, material
acquisitions, staffing and testing.

Behavioral issue after talking to team leaders, they have commonly raised their concerns regarding behavior issues
with associates, this can be corrected with the use of Kirk Patrick model of training and evaluation and understanding if
the behavioral changes have actually taken place in associates after the training and if they are implementing what they
have learned during their training. Psychometric test which deals which understanding the behavior should be
conducted before and after the training and see if there is any noticeable change.