Establishing the right measurement system
It is important for any business to identify the right parameters to measure the present situation and plan their improvement journey ahead. Customers expect customized assistance in terms of establishing performance parameters along with analytical tools to understand the usage, patterns, process limitations and improvement areas.
Customer-established measurements for mapping provided targets for productivity and quality are based on the speed of completing a task by an agent, completing map updates of an area in given time and the errors found by the quality checker post the task promotion. While these metrics have been satisfactory in the past and have been achieved consistently by Wipro, we have identified gaps in measurement techniques which, if modified, could help our customer get the complete map of an area more efficiently. Wipro proposed anew metrics that was accepted by the customer, as more aspirational internal targets which concentrate on the total time and number of agents that work on a single task. By measuring and following these metrics we found more gaps to improve upon in the agent
Target setting for labeling tasks was very complex, since there were more than 10 different criteria to be considered. One such portion is Mission instruction document creation. A simple excel based automation tool was developed to reduce the efforts of the special Ops team and standardizing the output mission instruction document based on the input criteria.
Traction of performance is as important as setting benchmarks. Provisions have been made for a clear and real-time reﬂection of the actual performance of the operators. Wipro provides customers visibility on all facets of business along with intelligence to translate and present keen insights.
Wipro provides Business Analysts and Data Analysts to the ever-changing dynamic process, to observe accurate real time data. One of the main contributions by this team is to create live dashboards which will provide data of various workflows as and when required by clients. These dashboards are periodically updated with required changes and deeper data cuts, which helps the managers and leads to monitor performance and outputs.
Auto-generated emails showing daily performances and trends were also implemented by this team based on the inputs and suggestions from various stakeholders.
Wipro was able to provide all this using the infrastructure of the clients.
With more than 96 different label types and multiple policies that governs the use of these labels, labeling activity is a true VUCA (Volatility, Uncertainty, Complexity & Ambiguity). A special team (Special Operations Team – special Ops) was created. This team consists of tenured operators whose only objective is to find ways to simplify incoming missions and policies from the client. The special Ops team also sets labeling targets for the operations based on a sample of tasks worked by them in each mission.
Since new business processes are complex and challenging to get trained into, a work breakdown approach is followed.
The workflow is broken down into major buckets based on the similarity of work instructions. Each of these buckets contains various task types corresponding to various features on the real-world roads. Wipro updates the policies and instructions for each city beforehand to make the agents ready and get them acquainted by communicating of these policies without any ambiguity. This information is gathered by the pre-scouting vehicles, that collect data of each new city before the mapping the region.
Training & skill assessment
Agents are cross-trained and up-skilled continuously based on the recommendations of their leads and managers. Vertical and horizontal progressions are provided to agents to become leads, quality checkers, shifting to complex workflows, shifting to support functions like quality, policy & training. These trainings not only provide opportunities for the agents but also improve their performance continuously making them better equipped to deal with complex scenarios.
In addition, frequent quizzes and refreshers are provided to test the agents on their alignment to policies (old & new) and help them to remember or learn the critical policies. The refresher process is standardized to help agents who are struggling and is gauged for effectiveness by checking pre and post metrics of relevant quality & productivity metrics. While the above approach looks more traditional, micro learning modules (quick 5-to-10-minute videos) were created for 90+ scenarios. These micro learning videos aim at reducing the time spent by operators on refresher courses/trainings
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