SMB weekly Update Week ending 28th April

Operational Performance

  • Service level for last week - 86% on global support queues
  • Closed the month at 83% Service level
  • Global English CSAT for April - 92%

Vendor Team ( TP Jaipur)

  • Training has been completed
  • Team is in nesting phase
  • All ids and tools access are complete

Contact 3.0

Phase 1: Go- live on May 3 @ 9 am
  • US English on helpx
  • Global English IVR flows
Phase 2: Go - live scheduled on May 4 @ 9am PT
  • It covers all regional English web i.e. 16 English regions on helpx
Phase 3: Go - live scheduled on May 11 @ 9am PT
  • Would cover all local regions on web and IVR changes
  • 46 localized regions on helpx
  • All Regional IVR flows


  • Technical Demo for Dynamics tool have been kicked off
  • Training module creation work in full- swing
  • Release schedule attached below
  • Change agents identified. Their engagement plan to kick-off by mid-May
  • work for Sandbox environment in full swing

Employee Onboarding (partnering with engineering team)

  • Identified the broad-outline of the program
  • Curating the content to share in the workshops
  • Identifying the engagement model post the workshop.
  • Next check-in scheduled for 5th May

Grassroots Innovation

  • Last day to submit the ideas is 5th May.
  • Socializing the themes with the team to encourage participation and drive submission


  • Daniel Jordon escalation related to Sync issue is still active. engineering team is working on fixing the bug. We should get the fix by end of week.
  • PO escalation - Customer received notification that his services would be stopped despite making the payment. Issue Reason - Customer had sent the cheque to wrong address therefore amount was not credited to his account. Current Status - Issue resolved. Services have been restored. Customer has been notified to send the payment to right address.

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