Summary- This case study shows how Redefine used the right mix of data profiling, team leadership, high quality calls and new hiring in order to raise the productivity (agent to event) ratio to resolve the challenge of less agents per event and to maximise the productivity of the response team during July’17-June’18.

Key Challenge- Assigning increased number of events to the fixed number of agents during high-volume business periods.

Business Solutions- 3 phased approach to ensure achievement of capability development intervention outcomes-

Data Profiling- After data of the companies provided by the database team began to exhaust and confirmations of the delegates for the events began to drop in number, we resorted to data profiling. We created a dedicated team to extract data of the companies pertinent to clients’ events and to profile the data on a real-time basis.

Team Division- Agents were divided into groups of 4-5 people and each group was assigned to an assistant team leader to facilitate sharing of practical knowledge, better monitoring of targets, evaluation of work performance and to facilitate training sessions. This helped in maximising productivity across the entire team.

Team Expansion- While we took every step possible to harness existing human resources, we also decided to augment their capabilities by hiring new agents to take the challenge head-on. New agents were educated about our business clients, the kind of events we execute and were provided adequate training on the nitty-gritty of operations of our response team before their induction to ensure optimal results.

 

Key Results