2. Problem Statement:
In the month of May, 1046 escalations were received where errors in
Customer Support also contributed major chunk of errors which
resulted in escalations
Project Objective:
To identify errors contributed by CS which resulted in escalations and
streamline the process to fix these errors
3. Escalation May Issue Wise
475
183
69
49 48 43
34 31 31 24 23 21
7 4 4
0
50
100
150
200
250
300
350
400
450
500
Problem
with Item
Received
Delivery
Issues
Cancellation Installation Pre
Shipment
Return
Issues
Payments Refund Issue Feedback
and
Suggestion
Account
Releated
Promotions Pre Order Website and
App Issue
Order
Revision
Prexo Issues
• It has been observed that 45% of the escalations were due to Problem with
items received
• 17% of escalations are contributed by Delivery issues
• 7% of escalations are related to Cancellation of Orders
• 4.5% are due to Installation related issues (Large item)
5. CS Contribution for Escalations
• Sampled 109 errors identified from CS team
which resulted in escalations for the month of
May
• Identify the errors and cause of the errors
along with respective team
• Recommend process to streamline these
issues to avoid escalations
6. CS Contribution for Escalations
56
14
10 8
21
0
10
20
30
40
50
60
Defective Item Missing Pick up Issues Wrong Item
Received
Delivery Delay
Top 5 Issues for CS Errors
51
17
11 9 7 7 5
2
0
10
20
30
40
50
60
Site wise CS Errors
• Most of the errors are identified for defective items
• WNS contributed 46% of over all CS sampled errors
• Majority of errors are wrong call back promise and wrong resolution deadline
promise
7. Common Errors identified and Recommendation
Issue Errors Identified Reason for Errors Recommendation
Defective
3 Call Attempts Made from RMT. But Call
back promised from L1 and there is no call
back scheduled from RMT
Knowledge Issue
Training L1 consultants on how to
determine call back is scheduled from
RMT or not
Call is wrongly disposed by RMT consultants
as Success and there is no call back
scheduled. L1 consultant informed
customer they will get call back in 24 hours
Knowledge Issue
Process Issue
Training L1 consultants on how to
determine call back is scheduled from
RMT or not
Create an alert when call is disposed
as Success but return is not actioned
Consultants could not create return due to
Access Denied. Team Leaders failed to
create return after consultants escalated to
them
Process Issue
Real time authentication process for
over riding return
TL dashboard on Access Denied
return request
Delay in Delivery
Rude Behaviour of FE wrongly assigned to
WCS
Knowledge Issue
Training L1 consultants on
Assignment Process
Did not escalate when customer wanted to
talk to Supervisor
Process Issue
Dedicated Escalation Desk at all
Partners
Item Missing
Consultants could not create return due to
Access Denied. Team Leaders failed to
create return after consultants escalated to
them
Process Issue
Real time authentication process for
over riding return
TL dashboard on Access Denied
return request
Reverse Pick up Issue
L1 did not change return type for Breached
RVP
Access Issue
Option to escalate to TL real time for
Return Over ride
