Hexaware WBR Week 27-28

7th July’22

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Shield | Agenda

• Key Highlights and help needed

• Operations KPI
• AHT
• CSAT
• OEC open/unassigned cases
• Escalation summary
• HC summary

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Shield | Key Highlights & Help needed

Help Needed

High Lights

AOI

Low Lights

- Low Occupancy - Open Cases - Voice OSE on goal - Interval wise volume
- Low Utilization - Voice SL on goal for 12/5 HOOP
- Voice AHT
- Chat SL on goal
- Chat AHT
- Chat OSE

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 Shield | KPI Performance Overall

Chat Voice
Metrics Week 24 Week 25 Week 26 Week 27 MTD KPI Target Metrics Week-24 Week-25 Week-26 Week-27 MTD Target
Handled Chats 2213 1980 1916 1225 8,493 Offered 2750 3139 2935 1864 12277 Chat:
SL % 99% 99% 100% 100% 100% 80% Overall Handled 3417 4082 3901 2421 15803 • AHT at 15:49 MTD
Capacity 2093 1990 2081 254142 261,577
Inbound Calls Handled 2750 3139 2935 1864 12277 • SL at 100% MTD
Utilization 62% 60% 57% 42% 59% 80%
< 120 Secs 2196 1968 1915 1223 8454
Overall Capacity 4239 4062 3497 2635 16695 • Utilization at 59%
> 120 Secs 17 12 1 2 39
Outbound Calls Handled 667 943 966 557 3526 MTD
Overall ACW 0:00:31 0:00:31 0:00:31 0:00:31 0:00:31
Transferred Chat 0 0 0 0 0 Voice:
IB ACW 0:00:33 0:00:34 0:00:33 0:00:33 0:00:33
Transferred % 0% 0% 0% 0% 0% • AHT at 16:56 MTD
Escalation Chat 0 0 0 0 0 OB ACW 0:00:23 0:00:22 0:00:23 0:00:23 0:00:23
Total Time 566:54:58 519:08:09 505:13:20 335:43:02 2238:36:30 ASA 0:00:03 0:00:03 0:00:03 0:00:03 0:00:03 0:02:00
• SL at 100% MTD
AHT 0:15:22 0:15:44 0:15:49 0:16:27 0:15:49 0:19:00 Overall AHT 0:16:24 0:15:07 0:15:58 0:16:03 0:15:43 • OCC at 50% MTD
ASA 0:00:10 0:00:10 0:00:07 0:00:07 0:00:09 0:02:00 IB AHT 0:17:29 0:16:11 0:17:23 0:17:28 0:16:56 0:19:00
OB AHT 0:11:58 0:11:35 0:11:41 0:11:21 0:11:26
Avg Hold Time 0:02:06 0:02:11 0:02:23 0:02:35 0:02:17
Overall Abnd Calls 0 0 0 0 0
Abnd % 0% 0% 0% 0% 0% 8%
Abnd Calls > 15 Secs 0 0 0 0 0
Abnd Calls in 15 Secs 0 0 0 0 0
Transferred IN 0 0 0 0 0
Transferred Out 582 664 612 444 2650
Service Level 100% 100% 100% 100% 100% 80%
Occ % 51% 49% 51% 48% 50% 80%

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Shield | Chat AHT

Chat
Cause:
Tenure Week 25 Week 26 Week 27 Week 28 Grand Total • LMI is the first option to troubleshoot tech issues.
0-30 Days 0:17:05 0:18:36 0:16:03 0:19:41 0:17:30 • Use of templates with new batch.
30-60 Days 0:18:32 0:17:58 0:16:57 0:16:46 0:17:31
60+ Days 0:15:24 0:15:22 0:15:44 0:16:42 0:15:38 Actions taken:
Grand Total 0:15:44 0:15:49 0:15:54 0:17:02 0:15:58 • Dedicated floor support to promptly assist agents at
the office
• Dedicated virtual support to promptly assist agents at
AHT Trend and Projection by Tenure
home
0:20:00

0:19:00
Highlights:
0:18:00
• All tenures continue to be on goal
0:17:00

0:16:00 Lowlights:
0:15:00 • AHT for 0-30Days increase 3 minutes from weeks 27-
0:14:00 28
0:13:00
Week 25 Week 26 Week 27 Week 28 Week 29 Week 30 • Overall: 15:43 MTD
0-30 Days 30-60 Days 60+ Days • 0-30 Days: 17:18 MTD (2 Agents)
• 30-60 Days; 17:46 MTD (5 Agents)
• 60+ Days: 15:22 MTD (23 Agents)
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 OSE Scores | Survey Date vs Created Date |
By Survey Date By Created Date
LOB's Week Surveys OSE KTC CRR TQR MPS ERI IR% LOB's Created Week Surveys OSE KTC CRR TQR MPS ERI IR%
TS Voice Week-24 108 78 76 80 84 76 73 93% TS Voice Week-24 109 78 76 83 82 73 78 93%
Week-25 129 65 77 79 75 64 63 90% Week-25 143 62 73 72 71 62 57 87%
Week-26 134 68 73 76 72 63 60 89% Week-26 117 69 76 79 75 66 57 90%
Week-27 84 72 79 80 78 68 68 90% Week-27 53 95 97 99 97 89 97 98%
TS Voice Total 455 70 76 79 77 67 65 90% TS Voice Total 422 72 78 80 78 69 67 91%

Chat Week-24 111 55 62 62 64 52 52 86% Chat Week-24 102 70 65 66 65 53 64 86%

Week-25 106 78 70 74 73 59 65 90% Week-25 99 79 80 79 73 64 62 93%
Week-26 101 62 62 67 58 57 53 87% Week-26 84 80 86 90 80 72 80 94%
Week-27 92 83 82 78 77 60 63 94% Week-27 43 91 87 91 91 62 54 95%
Chat Total 410 69 68 70 68 57 58 89% Chat Total 328 78 78 79 75 63 66 91%

Grand Total 865 70 72 75 73 62 62 90% Grand Total 750 75 78 80 77 66 67 91%

OSE Trend and Projection by LOB

OSE by Survey Date:
90
85
• Voice OSE at 70 MTD
80 • Chat OSE at 69 MTD
75
70 • Combined OSE at 70 MTD
65
60
OSE by SR created date:
55 • Voice OSE at 72 MTD
50
Week-23 Week-24 Week-25 Week-26 Week-27 Week-28 Week-29 • Chat OSE at 78 MTD
Voice Chat • Combined OSE at 75 MTD
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Shield I Action plan

Action Date Expected Results

- Start a team with bottom quartile agents - Reach 65 OSE score on 14% of the population not reaching it
July 4th
with additional support for OSE improvement for the last three months combined

- Detractor Alerts daily to provide immediate - Decrease Agent as a contributor for D-SAT from 21% to 15%
Jun 20th – Ongoing
feedback by the end of July

- Work on Open cases by following up with

Jun 18th - Ongoing - Decrease the impact of old SRs in OSE scores
customer waiting for their response

- Daily Recognition for top performers of the

Ongoing - Increase motivation among the agents
previous day

- Focus incentive mainly on OSE and give - Increase awareness of the importance of customer
July 4th
agents visibility every day satisfaction

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Open Cases Summary
Sub Status Apr May Jun Jul Grand Total
Actions taken:
Waiting For Customer Response 2 3 18 420 443
• Assigned team to work on
Leave Open 72 Hours 1 1 11 377 390
unassigned cases and follow-up
Disconnect 3 1 9 198 211
• Check open cases sub statuses
Work in Progress 31 85 72 188
with the agents.
Customer Update 21 48 18 87
• Follow up by email and phone
Callback Scheduled 5 11 28 15 59
calls on all open cases.
Redirect to Phone 1 1 35 37
Unassigned 1 5 11 8 25
Pending External Action 1 16 17
OEC open cases:
Resolution Pending 1 7 3 3 14
• Total open cases for TS is at 1488
Assistance Requested 3 4 5 12
• Currently working on unassigned.
Agent Follow Up 1 1 1 3
• 443 Open cases are set for auto-
Redirect to Chat 1 1
close
Needs Research 1 1
• Work in progress is no longer the
Grand Total 15 85 219 1169 1488
top Sub Status.

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Shield | Escalations Summary

Category 1-30 Days 31-60 Days 60+ Days Total Escalations Summary:
Download 4 3 14 21 • Working this week on resolving cases over 60 days
Functionality Issue 1 2 11 14 • 60+ days reduce from 50 to 47 cases
Product Inquiry 1 1 11 13 • Main escalation driver remains on Downloads
Installation 2 3 3 8
Account Management 1 1 3 5
Product Activation 2 1 3
Subscription Management 1 1 2
Refunds 1 1
Open Cases by Category
Uninstall 1 1
Virus Removal Instructions 1 1 1% 1%
1% 1% 1% Download
Errors 1 1 Functionality Issue
3%
Product Inquiry
Network Connectivity Issues 1 1 4% Installation
Total 14 10 47 71 30% Account Management
7% Product Activation
Subscription Management
Refunds
11% Uninstall
Virus Removal Instructions
Errors
Network Connectivity Issues
20%
18%

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Shield | Head count summary

Tech Support

Position Production HC Source Total Head Count

Agents 90 • Backfill batch will finish nesting

Chat 29 on 07/12/2022 with 10 agents
Trainer 2 on voice and 1 agent on Chat
TL 6 Phone 60
QA 4 Tier - 2 4

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Thank you

Innovative Services

Passionate Employees

Delighted Customers

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