VERTISOFT INC: RAISING THE BAR

SUBMITTED BY: GROUP 1

DEEPANSHU (H013-16) || GOURAB (H018-16) || IQRA (H020-16) || ISHA (H021-16) || JATINDER (H022-16)
|| MANJEET (H031-16)
 EMPLOYEE PERFORMANCE METRICS CHOSEN BY THE ORGANISATION

Vertisoft has designed a performance metrics for customer support

They have selected three measures to assess the performance:

Time to assist to Completion(Call Duration): The average amount of time(in minutes) that a representative took to assist a
customer to the point at which customers issues were resolved
Time to refer: The average amount of time (in minutes) that a representative took to refer to a client to a technical support specialist
Customer Satisfaction: The result of a customer satisfaction survey. An independent market research company sent to a brief
computer based survey to every tenth customer who contacted customer service. In this survey, respondents were asked to rate the
quality of service they had just received from vertisoft on a scale of 1(poor) to 5(outstanding)

The goal of the organization is to provide excellent customer service to its customers as this was main reason
behind companys market success. These measures are linked to companys goal and competencies as:
These would help company to compare performance of the top and average performers
These measures would also help in ensuring continuous performance and would also enable company to raise the overall performance of
the employees
METHODOLOGY
 TEST FOR ASSUMPTIONS
Assumption 1 can be verified from We can verify assumption 3 as there
For assumption 2, we clearly have
the data sample provided to us in the are different participants in each
two groups for the performance : top
case demonstrating the values of group with no participant being in
performers and bottom performers
different metrics which is continuous more than one group.

Assumption 4
For Assumption 4 we did the box
plot analysis for both top performers
and bottom performers
For bottom performers we see
there is only one nearby outlier which
can be ignored
For top performers we have two
extreme outliers as John O'Brien and
Louise O'Brien. So, for the purpose of
further analysis we have ignored the
data for them
Box Plot for top performers Box Plot for bottom
performers
TEST FOR ASSUMPTIONS

Assumption 5
For normality test we did a 1-smaple KS
Test
We selected cases and did the normality
test separately for the top performers
and bottom performers
When significance (2-tailed) is above
0.05, the data is normally distributed
If significance (2-tailed) is below 0.05, we
go for the Mann Whitney U - Test
 TEST FOR ASSUMPTIONS
Assumption 6
We did the Levenes test to test for homogeneity of
data
If sig (2-tailed) < 0.05, the null hypothesis is rejected
The null hypothesis is there is no significant
difference between performance of top and bottom
performers on the basis of the given metrics
We can see for call duration all the values are less
than 0.05
For customer satisfaction only value for July was
greater than 0.05 but for other months we have
value below 0.05 and can reject the null hypothesis
Call reference time can not be considered as a
good metrics for differentiating the top and bottom
performers
July August September
Call Duration
Customer Satisfaction
Reference time
EVALUATION OF NATASHAS BASED ON CHOSEN METRICS

Analyses is done by taking 95% confidence interval for comparing Natashas

performance within the group. Scores beyond this will mean exceptionally
good/bad depending on which side it is and the type of metric used
Call Duration:
Natashas average call duration value in july, august and september is outside
the range on the upper side which means she has performed exceptionally
bad
Customer Satisfaction:
Natashas customer satisfaction scores in july and august is outside the range
on the higher side which means she has performed exceptionally good
However in september customer satisfaction is within the range 2.4~3.6
which means there is no exceptional performance
 STRENGTHS AND WEAKNESS OF THE SYSTEM
Strengths Weakness
Tracking call transfers can help fine tune the routing strategies as People used call reference to decrease their call duration in order
well as identify performance gaps of the staff to improve their performance but this will ultimately increase
burden on head quarter and will not solve customers issue. As a
result this indirectly affected call duration and customer
satisfaction
Customer Satisfaction is latest trend to survey callers immediately Call duration metric puts the companys requirement before
after the interaction occurs as the experience is fresh in the customer needs. Customer often dont care if the call duration is
customer's mind and issues can be find out more than five minutes, they just want their issues resolved. So it
is common for customer centre agents who are rated on call
duration so transfer or cut the call which might their skew result
A shorter call is a great ROI for any business. The shorter the There is no set fixed maximum time after which customer
duration of the call, the more calls an agent can handle over a representative should necessary refer the call to the head office if
specified period of time they are unable the problem
Service technician were able to recognize faster whether the
problem was outside the scope of knowledge and can refer the
problem to software expert in Texas
FRAMEWORK FOR PERFORMANCE METRICS OF CUSTOMER SERVICE
REPRESENTATIVE
RECOMMENDATIONS
THANK YOU!