Aegis 20-40-90
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Operation 20-40-90
20
Meet 20C Goals
40
Reduce attrition by 40%
90
90% of agents to be Cat A,B,C
20C Goals CENTER
Project 20 C - July
JULY Actuals
Variance
Revenue
Expense
Net Profit
Revenue
Expenses
Net Profit
Revenue
Cost
Net Profit
ITPL
676
457
219
729
478
251
52.99
20.85
32.14
Aegis Collection
842
572
270
883
635
249
41.96
62.93
(20.97)
Bangalore Intl
99
64
35
101
68
33
1.84
4.11
(2.27)
Hyderabad Intl
84
48
35
86
51
35
2.13
2.68
(0.54)
1,700
1,141
559
1,799
1,232
567
98.93
90.58
8.35
INTERNATIONAL
TOTAL DOMESTIC Ahmedabad
179
89
90
209
116
93
30.66
27.65
3.02
Airtel Gurgaon
612
504
108
553
462
90
(59.44)
(41.87)
(17.56)
Bangalore Dom
196
162
34
185
148
37
(10.69)
(13.79)
3.09
0
2
1
0
1.51
1.09
0.42
Coimbatore
40
32
8
33
35
-2
(6.73)
3.36
(10.09)
Hyderabad Dom
203
165
39
184
152
32
(19.05)
(12.52)
(6.52)
Kolkata + Health
217
142
75
199
143
56
(17.76)
1.74
(19.50)
Chennai
Mumbai
26
22
4
10
9
1
(15.82)
(13.24)
(2.59)
Noida
696
438
259
685
457
227
(11.48)
19.54
(31.02)
Pune
33
31
2
26
21
4
(7.19)
(10.00)
2.81
2,202
1,584
618
2,086
1,546
540
(116.00)
(38.05)
(77.95)
3,903
2,726
1,177
3,886
2,778
1,107
(17.07)
52.53
(69.59)
TOTAL
GRAND TOTAL
July data
Reduce attrition by 40% Center
Actuals May-08 June-08 14.3% 11.8%
July-08 9.7%
Aug-08 11.1%
Sep-08 10.0%
Targets Oct-08 9.0%
Nov-08 8.1%
Dec-08 7.3%
Noida
April-08 13.6%
Airtel
17.1%
14.2%
12.7%
14.0%
13.0%
11.7%
10.6%
9.5%
8.6%
Kolkatta
1.7%
5.1%
5.0%
3.5%
3.9%
3.9%
3.9%
3.9%
3.9%
Ahmedabad
11.9%
8.8%
14.9%
11.2%
10.5%
9.5%
8.5%
7.7%
6.9%
Banaglore Domestic
12.1%
16.0%
17.8%
10.2%
12.6%
11.4%
10.2%
9.2%
8.3%
Hyderabad Domestic
10.1%
10.4%
12.5%
13.3%
10.4%
9.4%
8.4%
7.6%
6.8%
Coimbatore
14.4%
8.5%
7.3%
6.7%
6.7%
6.1%
5.5%
4.9%
4.4%
Pune
42.8%
17.5%
13.3%
19.0%
14.9%
13.4%
12.1%
10.9%
9.8%
5.0%
4.5%
10.0%
5.9%
5.3%
4.7%
4.3%
4.0%
ITPL Collect
6.4%
8.5%
5.9%
5.6%
5.9%
5.3%
4.8%
4.3%
4.0%
Bangalore International
10.3%
9.1%
7.9%
1.6%
8.2%
7.4%
6.6%
6.0%
5.4%
Hyderabad International
4.9%
3.2%
6.6%
3.9%
4.2%
4.0%
4.0%
4.0%
4.0%
Health
5.9%
12.6%
4.3%
5.4%
6.4%
5.7%
5.2%
4.6%
4.2%
Pan India
12.0%
12.0%
11.0%
11.3%
10.2%
9.2%
8.3%
7.4%
6.7%
Targets During Learning Curve AHT, Call Quality, C-sat target during Learning curve
220
AHT (sec)
0-15 days15-30 days30-45 days> 45 days-
190
70% of the target 80% of the target 90% of the target 100% of the target
160 15
30
45
Experience (days) Log In Hrs Target during Learning curve <=30 days>30 days -
6 hrs. 8 hrs
90% of agents to be Cat A,B,C 0.4
39.0%
0.35 32.7%
0.3 0.25 0.2 0.15
16.0%
0.1
10.5%
0.05 1.8%
0
Cat A
Cat B
Cat C
Cat D
Cat E
June Total Score > 4.5 > = 4.01 <= 4.5 >=3.25 <=4.0 2.51 <=3.24 <=2.50
Category A B C D E
Remarks Excellent Very Good Good Average Poor
Vodafone Noida data for June
Thank You
20
Meet 20C Goals
40
Reduce attrition by 40%
90
90% of agents to be Cat A,B,C
20C Goals CENTER
Project 20 C - July
JULY Actuals
Variance
Revenue
Expense
Net Profit
Revenue
Expenses
Net Profit
Revenue
Cost
Net Profit
ITPL
676
457
219
729
478
251
52.99
20.85
32.14
Aegis Collection
842
572
270
883
635
249
41.96
62.93
(20.97)
Bangalore Intl
99
64
35
101
68
33
1.84
4.11
(2.27)
Hyderabad Intl
84
48
35
86
51
35
2.13
2.68
(0.54)
1,700
1,141
559
1,799
1,232
567
98.93
90.58
8.35
INTERNATIONAL
TOTAL DOMESTIC Ahmedabad
179
89
90
209
116
93
30.66
27.65
3.02
Airtel Gurgaon
612
504
108
553
462
90
(59.44)
(41.87)
(17.56)
Bangalore Dom
196
162
34
185
148
37
(10.69)
(13.79)
3.09
0
2
1
0
1.51
1.09
0.42
Coimbatore
40
32
8
33
35
-2
(6.73)
3.36
(10.09)
Hyderabad Dom
203
165
39
184
152
32
(19.05)
(12.52)
(6.52)
Kolkata + Health
217
142
75
199
143
56
(17.76)
1.74
(19.50)
Chennai
Mumbai
26
22
4
10
9
1
(15.82)
(13.24)
(2.59)
Noida
696
438
259
685
457
227
(11.48)
19.54
(31.02)
Pune
33
31
2
26
21
4
(7.19)
(10.00)
2.81
2,202
1,584
618
2,086
1,546
540
(116.00)
(38.05)
(77.95)
3,903
2,726
1,177
3,886
2,778
1,107
(17.07)
52.53
(69.59)
TOTAL
GRAND TOTAL
July data
Reduce attrition by 40% Center
Actuals May-08 June-08 14.3% 11.8%
July-08 9.7%
Aug-08 11.1%
Sep-08 10.0%
Targets Oct-08 9.0%
Nov-08 8.1%
Dec-08 7.3%
Noida
April-08 13.6%
Airtel
17.1%
14.2%
12.7%
14.0%
13.0%
11.7%
10.6%
9.5%
8.6%
Kolkatta
1.7%
5.1%
5.0%
3.5%
3.9%
3.9%
3.9%
3.9%
3.9%
Ahmedabad
11.9%
8.8%
14.9%
11.2%
10.5%
9.5%
8.5%
7.7%
6.9%
Banaglore Domestic
12.1%
16.0%
17.8%
10.2%
12.6%
11.4%
10.2%
9.2%
8.3%
Hyderabad Domestic
10.1%
10.4%
12.5%
13.3%
10.4%
9.4%
8.4%
7.6%
6.8%
Coimbatore
14.4%
8.5%
7.3%
6.7%
6.7%
6.1%
5.5%
4.9%
4.4%
Pune
42.8%
17.5%
13.3%
19.0%
14.9%
13.4%
12.1%
10.9%
9.8%
5.0%
4.5%
10.0%
5.9%
5.3%
4.7%
4.3%
4.0%
ITPL Collect
6.4%
8.5%
5.9%
5.6%
5.9%
5.3%
4.8%
4.3%
4.0%
Bangalore International
10.3%
9.1%
7.9%
1.6%
8.2%
7.4%
6.6%
6.0%
5.4%
Hyderabad International
4.9%
3.2%
6.6%
3.9%
4.2%
4.0%
4.0%
4.0%
4.0%
Health
5.9%
12.6%
4.3%
5.4%
6.4%
5.7%
5.2%
4.6%
4.2%
Pan India
12.0%
12.0%
11.0%
11.3%
10.2%
9.2%
8.3%
7.4%
6.7%
Targets During Learning Curve AHT, Call Quality, C-sat target during Learning curve
220
AHT (sec)
0-15 days15-30 days30-45 days> 45 days-
190
70% of the target 80% of the target 90% of the target 100% of the target
160 15
30
45
Experience (days) Log In Hrs Target during Learning curve <=30 days>30 days -
6 hrs. 8 hrs
90% of agents to be Cat A,B,C 0.4
39.0%
0.35 32.7%
0.3 0.25 0.2 0.15
16.0%
0.1
10.5%
0.05 1.8%
0
Cat A
Cat B
Cat C
Cat D
Cat E
June Total Score > 4.5 > = 4.01 <= 4.5 >=3.25 <=4.0 2.51 <=3.24 <=2.50
Category A B C D E
Remarks Excellent Very Good Good Average Poor
Vodafone Noida data for June
Thank You
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