SMB Weekly Update Week ending 21st april

Operational Performance

  • Lower weekly volume - Monday was holiday in Australia and parts of EMEA
  • 84% Service level on global support queues (except Retention)
  • Global english trended at 86% while regional queues were at 70% SL


  • All open reqs closed
  • Hiring drive was conducted on Saturday 22nd April.

Vendor Team

  • 5 additional heads have been hired in TP Jaipur.
  • Training has been kicked off.
  • Sonam Lohani (SME) would travel to Jaipur for nesting period.
  • Travel expenses to be covered as part of TP.
  • Expected go-live - Ist week of May.


  • Work is on in full-swing.
  • Impacts Review scheduled every Monday for next three weeks to cover details of changes. Same would be incorporated in the training modules.
  • Test Survey results to be assimilated this week for review. Meredith to share the details later in the week.
  • Queue formation activity in progress.

Contact 3.0

  • English changes would go-live on 3rd May
  • Other regions are tentative for 10th May (based on English results)
  • EMEA/LATAM IVR with CCT prioritized skills pushed to 10-May in conjunction with regional language roll-out.

Employee Onboarding (partnering with engineering team)

  • Partnering with People Resources team to carve out a module where new hires in engineering team would spend a day with Customer Care team.
  • DME and DMA BU in India have given their nods to participate.
  • Aim- leverage co-location and develop 'customer-in' perspective.
  • Venkat, Mohit, Rajiv and I are engaged to carve-out the specifics of engagement.
  • Expected roll-out to first batch - third week of May.

Grassroots Innovation

  • Official launch happened on 20th April with speakers from Govt.
  • Next Steps- drive participation
thank you

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