Central Service Desk (CSD) – Monitoring of call attending & speed of answer of CSD Executives and
ensure to meet SLAs for CSD parameters.
Incident Management – Monitor and intervene FCR process for resolution of tickets within SLA.
Operational Metrics
Creation of metrics related to the following –
a) Productivity metric of CSD Executives performance
b) Feedback metric of stakeholder on requirement basis
c)Preparing operational reports.
Monitoring of Ticket
Ensure the ticket attributes logged completely and correctly.
Do daily call barge in for Agents & get their feedback recorded & published
Get CSD report & align teams w.r.t to CSD report to improve performance.
Mitigate risks to SLAs
Do daily call barge in for Agents & get their feedback recorded & published
Get CSD report & align teams w.r.t to CSD report to improve performance.
Mitigate risks to SLAs
