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CLOSURE & CLOSELOOPING NESTING PROCESS

DUARTION
Nesting Period begins after the agent clears On call Certification. Post this; the nesting begins for the new
hire agent. Nesting will last for 45 days and during this period the new hire will be called Nestee. Every batch
of new hire agents will have a dedicated Nester. A quality analyst needs to be aligned to the nesting batch
during this period.
Detailed process steps for voice and non-voice processes are mentioned below:
CLOSURE & CLOSELOOPING VOICE PROCESS STEPS
SCHEDULE
All the new hires need to login and take calls. The duration for which the new hire needs to take calls will
differ from week to week.

Week

Daily Login
hrs/Nestee

Total Login
Hrs/Nestee

Call Audits
by QA

Call Audits
by Nester

Daily
Coaching
Hour

Total
Coaching
Hour

Wk 1

5 hrs

30 hrs

3 calls/Nestee

2 calls/Nestee

3 hr/Nestee

18 hr/Nestee

Wk 2

6 hrs

36 hrs

3 calls/Nestee

2 calls/Nestee

2 hr/Nestee

12 hr/Nestee

Wk 3

7 hrs

42 hrs

3 calls/Nestee

2 calls/Nestee

1 hr/Nestee

6 hr/Nestee

Wk 4

7 hrs

42 hrs

3 calls/Nestee

2 calls/Nestee

1 hr/Nestee

6 hr/Nestee

CALL MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 20
audits to be done for each new hire between the QA & Nester/TL during the nesting process. QA to do
minimum 12 audits / Nestee equally distributed across 4 weeks & Nester/TL to do minimum 8 audits / Nestee
equally distributed across 4 weeks.
SUGGESTED ACTIVITIES DURING COACHING HOURS
Following are the suggested activities that can be taken up during coaching hour. The time allocation should be
basis TNI of batch
iPortal / SOP navigation practice session
Call listening sessions (Good calls)
Waiver policy session
Up-sell skill session
SR Management session
Individual specific-Audit findings based TNI & Refresher to be done by the Nester/TL/Trainer
Fatal Calls to be discussed with the entire group / batch so that nobody else commits the same fatal
mistake
o Coaching hour on reading and explanation of bill
o RnR for top performer agents/As per specific requirement if any
o
o
o
o
o
o
o

NESTER / TL SELECTION CRITERIA & RATIO


For every batch of 15 new hires 1 dedicated Nester, 1 dedicated Team Leader and 1 QA need to be aligned. The
Nester selected for the batch needs to be an A category agent for the last 3 months and the TL should be from
the top 3 TLs.
NESTER LOG IN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a minimum of 4 hrs (and 40 calls) every week for the entire duration
of his alignment to the nesting batch(es).
CERTFICATION & CONSEQUENCE MANAGEMENT
If trainee is failing to achieve desired target (as mentioned below), he/she would be given additional grace
period of 15 days and if he /she does not achieve the desired scores would be moved out of Airtel process. The
15 days grace period would be on the scale of 7 hrs log in and 1 hr feedback/ counseling / correction per day.
During this period, 3 calls per week should be audited by QA and 2 calls per week should be audited by nester
and feedback should be shared with Nestee.
The following will be considered for the Nesting certification:
o All 12 calls audited by the QA during Nesting period or the last 6 calls audited by the QA (last 2 weeks calls
should be a part of the same). Only recorded calls to be considered for audits.
o Either the average Quality score for the entire month or the average Quality score for the last 2 weeks needs to
be >=80%.
o Either the average CAR score for the entire month or the average CAR score for the last 2 weeks needs to be
>=85%. (Applicable only for Mobility)
TREATMENT OF LEAVES
o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on performance
thresholds. The last 2 weeks data to be considered for nesting certification.
o Anyone on leave for greater than 5 working days will get additional nesting days. The nesting duration for the
person will be extended by the actual number of leave days.
CLOSURE & CLOSE LOOPING NON VOICE PROCESS STEPS
SCHEDULE
All the new hires need to login and close SRs. The duration for which the new hire needs to work on SRs will
differ from week to week.
Week

Daily Login
hrs and
SRs/Nestee

Total Login
Hrs/Nestee

SR Audits by
QA

SR Audits by
Nester

Daily
Coaching
Hour

Total Coaching
Hour

Wk 1

6 hrs/28 SRs

36 hrs

3 SRs/Nestee

2 SR/Nestee

2 hr/Nestee

12 hr/Nestee

Wk 2

7 hrs/32 SRs

42 hrs

3 SRs/ Nestee

2 SR/Nestee

1 hr/Nestee

6 hr/Nestee

Wk 3

7.5 hrs/34 SRs

45 hrs

3 SRs/ Nestee

2 SR/Nestee

0.5 hr/Nestee

3 hr/Nestee

Wk 4

7.5 hrs/34 SRs

45 hrs

3 SRs/ Nestee

2 SR/Nestee

0.5 hr/Nestee

3 hr/Nestee

SR MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 20
audits to be done for each new hire between the QA & Nester/TL during the nesting process. QA to do a
minimum 12 audits per Nestee equally distributed across 4 weeks & Nester/TL to do minimum 8 audits per
Nestee equally distributed across 4 weeks. Only QA audits to be considered for reporting purpose.
SUGGESTED ACTIVITIES DURING COACHING HOUR
Following are the suggested activities that can be taken up during coaching hour. The time allocation should be
done basis TNI of batch.
iPortal / SOP navigation practice session
SR closure showcase sessions (Good SRs)
Waiver policy session
Up-sell skill session
SR Management session
Individual specific-Audit findings based TNI & Refresher to be done by the Mentor / TL / Trainer.
Coaching on reading and understanding the bill.
Fatal SRs to be discussed with the entire group / batch so that nobody else commits the same fatal
mistake
o RnR for top performer agents/As per specific requirement if any
o
o
o
o
o
o
o
o

NESTER / TL SELECTION CRITERIA & RATIO


For every batch of 15 new hires 1 dedicated Nester, 1 dedicated TL and QA need to be aligned. The Nester
selected for the batch needs to be an A category agent for the last 3 months & the TL should be from the top 3
TLs.
NESTER LOG IN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a minimum of 4 hrs (and 20 SRs) every week for the entire duration
of his alignment to the nesting batch(es).
CERTFICATION & CONSEQUENCE MANAGEMENT
If trainee is failing to achieve desired target (as mentioned below), he/she would be given additional grace
period of 15 days and if he /she does not achieve the desired scores would be moved out of Airtel process. The
15 days grace period would be on the scale of 7.5 hrs log in and 30 minutes feedback/ counseling / correction
per day. During this period, 3 SRs per week should be audited by QA and 2 SRs per week should be audited by
nester and feedback should be shared with Nestee.
The following will be considered for the Nesting certification:
o All 12 SR closures audited by the QA during Nesting period or the last 6 SR closures audited by the QA
(last 2 weeks SR closures should be a part of the same)

o Either the average Quality score for the entire month or the average Quality score for the last 2 weeks
needs to be >=80%.

TREATMENT OF LEAVES
o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on performance
thresholds. The last 2 weeks data or monthly data (as the case may be) to be considered for nesting
certification.
o Anyone on leave for greater than 5 working days will get additional nesting days. The nesting duration for the
person will be extended by the actual number of leave days.

DOB NESTING PROCESS


DURATION
Nesting Period begins after the agent clears Live Certification. Post this; the nesting begins for the new hire
agent. Nesting will last for 30 days and during this period the new hire will be called Nestee. Every batch of
new hire agents will have a dedicated Nester and a dedicated Team Leader. A quality analyst and a trainer
(optional) need to be aligned to the nesting batch during this period.
Detailed process steps are as follows as per two different touch points Inbound calls and Outbound calls
INBOUND NESTING PROCESS STEPS
SCHEDULE
All the new hires need to login and take calls. The duration for which the new hire needs to take calls will
differ from week to week; with week 1 login being the minimum and this gradually increase for subsequent
weeks. This will be done under the supervision of the Nester or Team Lead.

Week

Daily Login
hrs/Nestee

Total Login
Hrs/Nestee

Call Audits
by QA

Call Audits
by Nester

Daily
Coaching
Hour

Total
Coaching
Hour

Wk 1

5 hrs

30 hrs

3 calls/Nestee

2 calls/Nestee

3 hr/Nestee

18 hr/Nestee

Wk 2

6 hrs

36 hrs

3 calls/Nestee

2 calls/Nestee

2 hr/Nestee

12 hr/Nestee

Wk 3

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

0.5 hr/Nestee

3 hr/Nestee

Wk 4

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

0.5 hr/Nestee

3 hr/Nestee

CALL MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 20
audits to be done for each new hire between the QA & Nester/TL during the nesting process. QA to do
minimum 12 audits per Nestee equally distributed across 4 weeks & Nester / TL to do minimum 8 audits per
Nestee equally distributed across 4 weeks.
NESTER / TL SELECTION CRITERIA & RATIO

For every batch of 20 new hires 1 Nester and 1 Team Leader need to be aligned. The Nester selected for the
batch needs to be an A category agent for the last 3 months & the TL should be from the top 3 TLs.

NESTER LOG IN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a minimum of 4 hrs (and 75 calls) every week for the entire duration
of his alignment to the nesting batch(es).
CERTFICATION & CONSEQUENCE MANAGEMENT
For a new hire to graduate on to the production floor he/she needs to achieve a score as mentioned below,
failing to do so one would be moved out of Airtel process. Calls audited by the quality analyst will be
considered for certification. All the calls picked up for audit have to amongst the recorded calls and to be made
available, if required.
The following will be considered for the Nesting certification:
o CQ: Either the average CQ score for the entire month or the average CQ score for the last 2 weeks needs to
be >=75%. All 12 calls audited by the QA during Nesting period or the last 6 calls audited by the QA (last
2 weeks calls should be a part of the same)
o ICE: Either the average ICE score for the entire month or average ICE score for last 2 weeks needs to be
>=65%.
o UD: The average UD% for the entire month needs to be 95%
LOWER LIMIT TREATMENT
o Respective Lower limits for CQ and ICE are as follows
o CQ not less than 72%
o ICE not less than 62%
o Lower limit not applicable for UD %age
o Lower limit will be considered/applicable only in case the Nestee is meeting the other 2 specified nesting
targets

Few scenarios for lower limit consideration / application.

Agent A
Agent B
Agent C
Agent D

CQ
77%
74%
77%
72%

UD
98%
98%
94%
97%

ICE
62%
62%
75%
75%

Result
Pass
Fail
Fail
Pass

Comments
Can be considered as per Lower specification
Not meeting specified targets in 2 parameters
Meeting UD target is mandatory
Can be considered as per Lower specification

TREATMENT OF LEAVES
o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on
performance thresholds. The last 2 weeks data to be considered for nesting certification.
o Anyone on leave for greater than 5 working days will get additional nesting days. The nesting duration for
the person will be extended by the actual number of leave days.
OUTBOUND NESTING PROCESS
SCHEDULE
All the new hires need to login and make out calls. The duration for which the new hire needs to make calls
will differ from week to week.

Week

Daily Login
hrs/Nestee

Total Login
Hrs/Nestee

Call Audits
by QA

Call Audits
by Nester

Daily
Coaching
Hour

Total
Coaching
Hour

Wk 1

5 hrs

30 hrs

3 calls/Nestee

2 calls/Nestee

3 hr/Nestee

18 hr/Nestee

Wk 2

6 hrs

36 hrs

3 calls/Nestee

2 calls/Nestee

2 hr/Nestee

12 hr/Nestee

Wk 3

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

0.5 hr/Nestee

3 hr/Nestee

Wk 4

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

0.5 hr/Nestee

3 hr/Nestee

CALL MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 20
audits to be done for each new hire between the QA & Nester/TL during the nesting process. QA to do
minimum 12 audits per Nestee equally distributed across 4 weeks & Nester / TL to do minimum 8 audits per
Nestee equally distributed across 4 weeks.
NESTER / TL SELECTION CRITERIO & RATIO
For every batch of 20 new hires 1 Nester and 1 Team Leader need to be aligned. The Nester selected for the
batch needs to be an A category agent for the last 3 months & the TL should be from the top 3 TLs.
NESTER LOG IN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a minimum of 4 hrs every week for the entire duration of his
alignment to the nesting batch (es).
CERTFICATION & CONSEQUENCE MANAGEMENT
For a new hire to graduate on to the production floor he/she needs to achieve a score as specified below, failing
to do so one would be moved out of Airtel process. Calls audited by the quality analyst will be considered for
certification. All the calls picked up for audit have to be amongst the recorded calls and to be made available,
if required.
The following will be considered for the Nesting certification:

o CQ: Either the average CQ score for the entire month or the average CQ score for last 2 weeks needs to be
>=75%. All 12 calls audited by the QA during Nesting period or the last 6 calls audited by the QA (last 2
weeks calls should be a part of the same)
o Up sell conversion: Either the average of entire month or last 2 weeks conversion rate should be > = 5%
o UD: Average of entire month should be 95%
LOWER LIMIT TREATMENT
o Respective Lower limits for CQ and ICE are as follows
o CQ not less than 72%
o Up sell conversion not less than 4%
o Lower limit not applicable for UD %age
o Lower limit will be considered/applicable only in case the Nestee is meeting the other 2 specified nesting
targets
Few scenarios for lower limit consideration / application.

Agent A
Agent B
Agent C
Agent D

CQ
77%
74%
77%
72%

UD
98%
98%
94%
97%

Up sell
conversio
n
11%
9%
15%
15%

Result
Pass
Fail
Fail
Pass

Comments
Can be considered as per Lower specification
Not meeting specified targets in 2 parameters
Meeting UD target is mandatory
Can be considered as per Lower specification

TREATMENT OF LEAVES
o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on
performance thresholds. The last 2 weeks data to be considered for nesting certification.
o Anyone on leave for greater than 5 working days will get additional nesting days. The nesting duration
for the person will be extended by the actual number of leave days.

WCC NESTING PROCESS


DURATION
Nesting Period begins after the agent clears Live Email Certification. Post this; the nesting begins for the
new hire agent. Nesting will last for 30 days and during this period the new hire will be called Nestee. Every
batch of new hire agents will have a dedicated Nester and a dedicated Team Leader. A quality analyst and a
trainer (optional) need to be aligned to the nesting batch during this period.

SCHEDULE
All the new hires need to login and answer emails. The duration for which the new hire needs to answer email
will differ from week to week.

Week

Daily Login
hrs/Nestee

Total Login
Hrs/Nestee

Email Audits by
QA

Email Audits by
Nester

Daily Coaching
Hour

Total Coaching
Hour

Wk 1

6 hrs

36 hrs

2 emails/Nestee

1 emails/Nestee

2 hr/Nestee

12 hr/Nestee

Wk 2

7 hrs

42 hrs

2 emails/Nestee

1 emails/Nestee

1 hr/Nestee

6 hr/Nestee

Wk 3

7.5 hrs

45 hrs

2 emails/Nestee

1 emails/Nestee

0.5 hr/Nestee

3 hr/Nestee

Wk 4

7.5 hrs

45 hrs

2 emails/Nestee

1 emails/Nestee

0.5 hr/Nestee

3 hr/Nestee

EMAIL MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 12
audits to be done for each new hire between the QA & Nestor/TL during the nesting process. QA to do a min of
8 audits per Nestee equally distributed across 4 weeks & Nestor / TL to do minimum 4 audits per Nestee
equally distributed across 4 weeks. Only QA audits to be considered for reporting purpose
SUGGESTED ACTIVITIES DURING COACHING HOURS
Following are the suggested activities that can be taken up during coaching hour. The time allocation should be
basis TNI of batch.
iPortal / SOP navigation practice session
Email showcase sessions (Good emails)
Waiver policy session
Up-sell skill session
SR Management session
Individual specific-Audit findings based TNI & Refresher to be done by the Mentor / TL/ Trainer
Fatal Emails to be discussed with the entire group / batch so that nobody else commits the same fatal
mistake
o RnR for top performer agents/As per specific requirement if any
o
o
o
o
o
o
o

NESTER / TL SELECTION CRITERIO & RATIO


For every batch of 15 new hires 1 dedicated Nester and 1 Team Leader need to be aligned. The Nester selected
for the batch needs to be an A category agent for the last 3 months & the TL should be from the top 3 TLs.

NESTER LOG IN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a min of 4 hrs (and 20 emails) every week for the entire duration of
his alignment to the nesting batch(es).
CERTFICATION & CONSEQUENCE MANAGEMENT

For a new hire to graduate on to the production floor he/she needs to achieve a score as specified below, failing
to do so one would be moved out of Airtel process. Emails audited by the quality analyst will be considered
for certification. All the emails picked up for audit have to amongst the recorded emails and to be made
available, if required.
The following will be considered for the Nesting certification:
o All 8 emails audited by the QA during Nesting period or the last 4 emails audited by the QA (last 2 weeks
emails should be a part of the same)
o Either the average CQ score for the entire month or the average CQ score for the last 2 weeks needs to be
>=80%.
o Either the average ICE score for the entire month needs to be >=60%. This will only be applicable if the
person has got less than 5 responses in the month
o The average UD% for the entire month needs to be >=95%.
TREATMENT OF LEAVES
o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on
performance thresholds. The last 2 weeks data or monthly data (as the case may be) to be considered for
nesting certification.
o Anyone on leave for greater than 5 consecutive working days will get additional nesting days. The nesting
duration for the person will be extended by the actual number of leave days.

FTA NESTING PROCESS


DURATION
Nesting Period begins after the agent clears Live Certification. Post this; the nesting begins for the new hire
agent. Nesting will last for 30 days and during this period the new hire will be called Nestee. Every batch of
new hire agents will have a dedicated Nester and Team Leader. A quality analyst and a trainer (optional) need
to be aligned to the nesting batch during this period.
SCHEDULE
All the new hires need to login and take calls. The duration for which the new hire needs to take calls will
differ from week to week; with week 1 login being the minimum and this gradually increase for subsequent
weeks. This will be done under the supervision of the Nester or Team Lead. Daily maximum login duration for
each new hire should be 7 hrs during the first week, 7 in the second, 7.5 in the 3rd and 7.5 in the fourth week.
The rest of the time, in each week, should be dedicated for feedback & coaching.

Week

Daily Login
hrs/Nestee

Total Login
Hrs/Nestee

Call Audits
by QA (per
week)

Call Audits
by Nester (per
week)

Daily
Coaching
Hour

Total
Coaching
Hour

Wk 1

7 hrs

42 hrs

3 calls/Nestee

2 calls/Nestee

1 hr/Nestee

6 hrs/Nestee

Wk 2

7 hrs

42 hrs

3 calls/Nestee

2 calls/Nestee

1 hr/Nestee

6 hrs/Nestee

Wk 3

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

1.5 hr/Nestee

9 hrs/Nestee

Wk 4

7.5 hrs

45 hrs

3 calls/Nestee

2 calls/Nestee

1.5 hr/Nestee

9 hrs/Nestee

Important: Above mentioned schedule is suggestive. If agents are able to perform as per nesting certification
criteria, then its not mandatory to follow above mentioned schedule. However, its mandatory to track daily
performance so that immediate intervention can be initiated for batch / focused group / agent e.g. if any agent
scores fatal in nesting batch, then immediate feedback should be shared with individual. Also, the complete
batch should also be coached on same error. Its important to note that anyone who does not meet the nesting
certification criteria will not be allowed to continue in process.
CALL MONITORING
During the nesting period all the new hires need to be audited for feedback & coaching purpose. Minimum 20
audits to be done for each new hire between the QA & Nester/TL during the nesting process. QA to do
minimum 12 audits per Nestee equally distributed across 4 weeks & Nester/TL to do minimum 8 audits per
Nestee equally distributed across 4 weeks.
NETER / TL SELECTION CRITERIA & RATIO
For every batch of 20 new hires 1 Nester and 1 Team Leader needs to be aligned. The Nester selected for the
batch needs to be an A category agent for the last 3 months & the TL should be from the top 3 TLs.
NESTER LOGIN
While the Nester is aligned to the batch for 4 weeks, to ensure the Nester is fully updated on the
product/process he/she needs to log in for a minimum of 4 hrs (peak hours) every week for the entire duration
of his alignment to the nesting batch(es).

CERTIFICATION & CONSEQUENCE MANAGEMENT


For a new hire to graduate on to the production floor he/she needs to achieve a score of minimum 85% in CQ
and 98% in data accuracy (refer to the table below for details), failing to do so one would be moved out of
Airtel process. Calls audited by the quality analyst will be considered for certification. All the calls picked up
for audit have to amongst the recorded calls and to be made available, if required.
The following will be considered for the Nesting certification:
o All 12 calls audited by the QA during Nesting period or the last 6 calls audited by the QA (last 2 weeks
calls should be a part of the same)
o Either the average CQ score for the entire month or the average CQ score for the last 2 weeks needs to be
>=85%.
o Either the average data accuracy for the entire month or the average data accuracy for the last 2 weeks
needs to be >=98%.
TREATMENT OF LEAVES

o Anyone on a leave up to 5 working (consecutive or otherwise) days will not get any exception on
performance thresholds. The last 2 weeks data to be considered for nesting certification.
o Anyone on leave for greater than 5 working days will get additional nesting days. The nesting duration for
the person will be extended by the actual number of leave days.

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