Maintain
Modern workspace services and operational optimisation
A Leading BPO Services CompanyThe organisation onboarded the team for Modern Workspace Services in April 2023 to address operational and end-user challenges. Structured governance, call-trend analysis and process-gap resolution cut attrition, call volume and escalations.
At a glance
What the programme covered
5% → 2%
Attrition rate
~6,000
Fewer calls per month
Zero
Escalations
April 2023
Service commenced
The challenge
- Lack of structured governance reviews.
- Insufficient actionable data in monthly meetings.
- High attrition rate of 5%.
- Persistent call volumes of approximately 18,000 to 19,000 calls per month.
- Operational escalations.
What we did
- Structured and regular governance reviews with level-wise mapping.
- Comprehensive data presentations during monthly meetings.
- Call-trend analysis, with escalation and performance analysis.
- Incident and service-request fulfilment improvements with appropriate resolver-group assignments.
- Process-gap resolution and reduction of ticket duplication.
- Identification of software conflicts caused by existing security solutions.
Scope of delivery
Executed workstreams
Governance
- Structured and regular governance reviews
- Level-wise mapping of review participation
- Comprehensive data presentations in monthly meetings
Analysis
- Call-trend analysis
- Escalation analysis
- Performance analysis
Process optimisation
- Incident and service-request fulfilment improvements
- Appropriate resolver-group assignments
- Reduced ticket duplication and identified software conflicts
Outcomes
What the customer got
- Attrition reduced from 5% to 2%.
- Call volume reduced from 18,000 to 19,000 per month to 12,000 to 13,000 per month, a reduction of approximately 6,000 calls per month.
- Escalations reduced to zero.
Next step
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