The root causes identified in the analyze stage were taken up by the team. The team brainstormed ideas to address these root causes. These ideas were then prioritized and selected using an Effort-Benefit matrix and NGT technique.
The actions included:
Redesign of the staffing plan in line with the call volumes every day. Provisions were made to overstaff the Friday-Sunday period and under-staff on leaner days. An emergency back-up plan to address potential absenteeism was also created. The breaks on these days were also accordingly regulated to take care of spikes and troughs in call volumes.
All the services that can be done through the web-based mechanism were revisited and incorporated accordingly. Communication plans were drawn to convince the customer how a web-based resolution would be as effective as a phone-based resolution. Certain incentives were also debated to encourage the customers to switch over to a web-based resolution.
Various actions to reduce the number...