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VCustomer Confidential April’ 09 – March’10 CGHS Helpline Performance Review.

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Presentation on theme: "VCustomer Confidential April’ 09 – March’10 CGHS Helpline Performance Review."— Presentation transcript:

1 vCustomer Confidential April’ 09 – March’10 CGHS Helpline Performance Review

2 vCustomer Confidential Monthly Call and email Analysis  Monthly call and email Summary  Service level  Outbound Call Summary  Outbound Call Activity Analysis Monthly Queries Composition  Customer Query Composition  Monthly Query Analysis  Statewise Call Summary  Zone Wise Call Summary - Delhi Team Quality – April 09 – March 10 Opportunity Areas and Recommendations Review Agenda

3 vCustomer Confidential Monthly Calls Comparison MonthTotal Calls OfferedTotal Calls HandledCalls AbandonedAbandoned %Answered % April11110832.70%97.30% May2411170770429.20%70.80% June1786152226414.78%85.22% July279625832137.62%92.38% August3205279640912.76%87.24% September310829341745.60%94.40% October3121280032110.29%89.71% November297728151625.44%94.56% December310129861153.71%96.29% January30342982521.71%98.29% February36573598591.61%98.39% March462745001272.74%97.26%

4 vCustomer Confidential E-mail Summary – Monthly Comparison Month Total Emails Offered Emails Answered Pending Emails Cummulative Open cases April7702 May24023371 June2582154351 July4063456151 August46132213970 Septembe r5925009248 October61441619885 November409442-334 December4674214623 January408393153 February327 00 March3863523418 -The open case are those which are being sent to the Nodal Officers for clarifications and their replies were awaited. - The Difference in the number of emails offered and handled are the pending emails. - Received high volume during Aug till October where we had maximum pending emails

5 vCustomer Confidential Zone Wise pending casesCount1 Week of Pendency2 Week of Pendency3 Week of pendency Head Quarter1010 Outside Delhi2011 Central Delhi0000 South Delhi7043 North Delhi6042 East Delhi2020 Total180126 Open Cases Summary - March’10

6 vCustomer Confidential -Decline in the service level in the month of May’09 because of the high call volume in specific half hours -Consistent Improvement in the Handling capacity of the team. - December onwards we cross trained one associate so as to provide support at the time of crisis. -January Out bound Calling activity was also initiated to inform the beneficiaries regarding their plastic cards availability with the dispensaries. Service Level- Comparison

7 vCustomer Confidential Outbound Call Summary January – The outbound calling activity for Jungpura Dispensary conducted for the plastic cards March – The outbound activity for South Zone was conducted to inform the beneficiaries regarding their Plastic Cards

8 vCustomer Confidential SummaryTotalPercentage Informed the beneficiary124153.7% Unable to contact70330.4% Number Not Available1345.8% Received the cards2159.3% Does not need the cards170.7% Total2310100.0% Outbound Call Summary- Jan’10 and March’10 SummaryTotalPercentage Informed the beneficiary17646% Unable to contact17144% Number Not Available246% Received the Cards92% Don't require the cards51% Total385100%

9 vCustomer Confidential Queries Category Composition Customer Queries marked as ‘Others’ include calls relating : E Mails enquiries (Feedback on the pendency of the email cases) Test Calls (Twice or thrice daily) Misroute Calls/ Disconnections Query CategoryCountPercentage Plastic Cards1058433.34% Misc1362942.93% Medical Reimbursement Claims336810.61% CGHS Cards Procedures & Dependents Criteria17725.58% Complaints / Grievances7202.27% Permissions For Investigations5411.70% Procurement Of Medicines1740.55% Contact # of Officers3591.13% Procurement Of Imported Drugs920.29% Outside City Treatment Procedure970.31% Outside Country Treatment Procedure280.09% Home Visits By CGHS Doctors190.06% Referrals/Permissions for OPD/FU Treatment150.05% CPIO List/Procedure to apply under RTI Act2330.73% Others1190.37%

10 vCustomer Confidential Customer Queries Composition  Overview

11 vCustomer Confidential Customer Queries Composition  Overview

12 vCustomer Confidential Statewise Call Summary Count marked as “Others”: are rest of cities where the call count is less than 10 StateTotal Delhi21024 Haryana4023 Uttar Pradesh2940 Maharashtra955 Tamil Nadu482 West Bengal379 Karnataka309 Bihar324 Andhra Pradesh171 Punjab213 Others511

13 vCustomer Confidential Zone wise Summary - Delhi ZoneCount North Zone4784 South Zone4876 East Zone4634 West Zone3184 Central Zone3546 Total21024

14 vCustomer Confidential Team Quality – Monthly Comparison MonthsQuality Scores April88% May91.29% June93.42% July94.00% Aug95.17% Sept95.00% Oct92.77% Nov90.27% Dec90.00% Jan91.00% Feb94.30% March95.00% Consistent Increase in the quality scores till Oct 09 Two new associates were on board. One new associate cross trained. The associates are out of their Learning Curve and Since January 2010 we see an increasing trend in the scores

15 vCustomer Confidential Opportunity Areas And Recommendations Recommendations:  Website updation on a regular basis regarding the Mediclaim Status. Plastic Card Status, Contact Numbers of the Nodal officers, Rate list approved by CGHS  Regular responses from the concerned authorities to ensure timely closure of cases.  Tender information regarding the empanelment of the hospitals and the contact person’s information so that the same could be given to the caller.  Proper and Separate list of dispensaries related to Ayurvedic and Homeopathic.  Updated list of the ADs and the Nodal officers to be shared with the helpline team.  Staffing to be Increased for handling the increased volume (Inbound + outbound)  Minimise the abandonment %  Regular and Rigorous follow ups on the pending cases and escalations in order to reduce the pendency to zero. Opportunity Areas:

16 vCustomer Confidential Thank you!!


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