Re-engineering operating methods:

Unlike traditional recruiting methods, we modified the talent sourcing process, revising skill requirements to bring in "right fit" talent to manage the product-driven complexity. Customer Journey Mapping led to identifying gaps and opportunities to meet these new business requirements.

SMEs and Project Managers were recruited to reinforce operational stability with identified deliverables, including building domain and effective case management. The increased cost of hiring was offset by increased productivity driven by process re-engineering and optimized staffing levels.

Improved lead time to proficiency:

We designed new simulation scenarios to aid in accelerated knowledge ramp-up during product training for new hires by reinforcing product features and providing the necessary practical exposure. Our subject matter experts designed dedicated product training modules and further calibration was done to create mini CoEs for specialized products and channel asks.

Faster resolution through better knowledge management:

We introduced intelligent decision trees to manage complex and dynamic product changes. This method aided in narrowing down the best solution for capturing the implicit/explicit publisher questions, troubleshooting guides and knowledge articles. The framework helps in seamless case management across the support tiers.

Employee-first approach:

To equip employees with the necessary skills and knowledge, we tasked SMEs with hand-holding new employees with a strong coaching and feedback mechanism tailored to the latest business needs. The coaching approach focused on managing behaviors that apply cognitive methods of transaction handling instead of repetitive/routine transaction management.

Performance management tools:

Employees are equipped with real-time performance visibility dashboards and governance mechanisms to monitor and improve individual performance.

Revamping the quality framework:

To meet the new business needs, we developed a quality management system that included customized process documentation, adherence audit and channel conversion audit framework. We also introduced an improved sampling strategy to address key drivers of publisher dissatisfaction, such as aging support tickets, troubled market sentiments and more.

Investing in automation and analytics:

The customer journey mapping also identified key areas that warranted investments in Chatbots, RPA and predictive analytics. These technologies have simplified triaging, queue management and performance monitoring, resulting in sustainable CSAT and efficiency outcomes. We introduced specific projects to govern artifacts on process compliance and generate lead indicator management protocols to keep performance variation within permissible limits.