Emerson (now Vertiv) customers were complaining about high response times in addressing complaints. About the same time - during routine Technical Assessment of field service reports- I had discovered gaps in SOP of CS process. I volunteered to investigate and solve the issue. On analyzing data of more than 500 service reports it was evident that the root cause of the problem was Low Internet Speed. Management was skeptical about my recommendation of increasing Internet bandwidth for the lack of convincing data about my forecast of increased productivity.
So, I had to devise an alternate strategy, I changed the structure of our call center, resulting in reduction of hold time by 25% within 4 months. Assessing the impact of this measure
So, I had to devise an alternate strategy, I changed the structure of our call center, resulting in reduction of hold time by 25% within 4 months. Assessing the impact of this measure