PROJECTS

WFM Consulting Project - UAE

Client Brief:

Dubai Islamic Bank is headquartered in Dubai and they have their contact center in Sharjah.

SAAR Technologies is their technology partner

They upgraded their Genesys WFM solution from 8.1 to 8.5

 

Support Required

 

DIB needed someone with both WFM excellence and Genesys know-how to help them optimize their operations and improve efficiencies at the their contact center.They wanted to set up their command center for real-time monitoring of their operations

Methodology

  • Industry environment study through secondary and primary data collection

  • OnSite Due Diligence conducted with senior management on WFM processes and IVR systems

  • Integrated Industry best practice and implemented improvements

Solution

•Eka Consultants worked with SAAR to help the DIB WFM team overcome the initial go-live challenges with the new product and trained their WFM staff on the tool.

•Optimization techniques used to ensure maximum utilization

•Identified the best in class IVR innovations across the banking industry which will help them strategize their technology deployment in the contact center space especially with regards to IVR and Contact Centre

•Dynamic IVR

•Deployed Genesys 8.5 through proper training, database set up

 

Results

•Improvement in agent transfer rates from 40% to 25% with the recommendations provided

•Improved scheduling practices to achieve higher service level adherence – Scheduling efficiency improved by 20%

•Set up Best-in-class Command Centre practices for real-time operations management - – Improved schedule adherence to 90%+. Reduced Abandon rates to less than 5%

Learning & Development Consulting- India

Client Brief

 

Educesta Global Services Pvt. Ltd. is a rapidly growing BPO company that supports Universities sell education courses to prospective students. 

They also sell professional and vocational courses to prospective clients in various domains.

Grown from 15 employees to over 40 in a little over one year and plans to grow to 200 by 2019. 

Support Required

  • Eka Consultants India was empaneled to set up and deploy Learning and Development policies and practices

  • Design and Conduct training programs to enhance productivity and performance

  • Coach employees to improve performance

  • Methodology

  • Deployment of an on-site full-time resource

  • Industry based TNI, design and delivery of key functional and soft skills programs

  • Workshops conducted with senior management

Gamification -Vodafone,Qatar

Goal

 

Turn support staff into sales staff

Sales conversion of 30%

Staff training on NBA

Solution

Vodafone Qatar leveraged the DataGames Kepler platform effectively to help employees compete against each other through car racing games. This engaging game created competition between Doha, Jordan, India teams to increase and convert more NBA offers.

Gamification - Intelenet, India

Goal

Improve customer service and employee engagement

Solution

•Campaigns, leader board, contextualized transformers game theme

•Intelenet leveraged Kepler platform effectively to help employees improve product knowledge, Reduce Hold Time, Imrpove Interaction Quality and C-SAT

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