Overview
The client, the Leading Railway Services Provider in the UK , is well on course to the highest number of rail passenger journeys - over 1 billion. The toll free number for our client gets the largest volume of inbound calls per day per hour amounting to over 60 million calls every year.

Business Case

The client's requirement for outsourcing was to achieve improved customer service at lower costs, resulting in reduction in the total cost of operations. The processes had to be transitioned on a fast-track basis to meet the rapidly growing number of calls.

The SLAs thus defined included:

	The percentage of calls answered against calls offered was to be greater than 93% across UK and India
	AHT targets were variable due to ramping up of transitions
	A quality target of 80% was set

Intelenet's Solution
Intelenet's solution framework resulted in speedy understanding and implementation of processes.

We used our Train-the-Trainer model, where trainers were sent to the UK for knowledge transfer and training. These trainers, after implementing the skills in pilot projects at Intelenet, passed on this knowledge to the other FTEs.

We also deployed the automated call distribution software and consistently delivered 99.97% uptime.

On the go

	Quality is monitored and maintained using various techniques, such as a stringent ranking system, performance based incentives, and cross monitoring of quality scores
	Cue cards on the ceiling are used as a constant reminder of the finer points in calls
	Daily huddle sheets are used to ensure dissemination of information to every agent
	Rigorous management and coaching processes were followed to ensure agent efficiency and quality

Business Value

	Intelenet successfully met the aggressive transition timelines by migrating 165 FTEs in 11 weeks
	Call quality achieved at 95% as against the target of 80% set by our client
	50% the total call volume of the business is handled by Intelenet
	Intelenet consistently exceeded the Mystery Shopping target as compared to any other center housing the client's process. The VoC percent achieved by Intelenet is 97%
	A 'Break Management System" developed in-house was deployed successfully. It is currently being mirrored at the client's UK center