eClerx Services Limited
Online Chat Customer Care
India

Monday, April 30
12:15 PM - 1:15 PM
Location: WSCC 607

The Chat Program at eClerx provides resolutions for customer issues through an online chat interface. The program manages the chat customer care for its client end users. At the end of a chat session, a survey for rating the interaction is triggered. The percentage of positive responses in this survey is measured through Repsat. The aim of the project was to improve Repsat from 78.3 to 86 percent. We used DMAIC methodology to achieve our objective. Tools like hypothesis tests, control-impact matrix, VSM, and 5 Whys analysis were used to narrow down a list of 23 possible causes to four final root causes. The project was completed in six months. At the end of the project, Repsat improved by 10 percent and first-time resolution by 6.5 percent. During project execution, additional metrics for ensuring process adherence were identified and added to daily reports. The project resulted in streamlining of training activities and significant improvement in bottom quartile performance. It also helped create a differentiator for eClerx over other chat service providers by setting a new benchmark for the industry. This also resulted in additional business for eClerx from the client.

eClerx Services Ltd.

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Online Chat Customer Care
India

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Send Email for eClerx Services Limited
Online Chat Customer Care
India