In conversation with ETCIO, Rahul Joshi, CTO, CSS Corp, provides insights into a home-grown innovative enterprise solution that has helped the company improve its service levels upto 50%.
“We have built an enterprise insight system that we call ‘Coeus’. Coeus is known as the god of intellect. This platform manages the performance of almost 3500 agents and provides visibility into it to not just the ops managers but also the CXOs. We have incorporated more than 25 matrices, deployed over 100 business rules, some customized to certain accounts and some generic. We analyze almost 1 million contacts per month,” Joshi said.
CSS Corp now onboards any new engagement onto this platform as soon as it goes into operations mode. “This has been in place for about 12-15 months now,” he said.
“Coeus has helped us increase productivity levels by 25%. This had the biggest impact on our service delivery which has since gone up to 50%. We realized that customer satisfaction is only going to come with employee satisfaction. So, measuring employee productivity, efficiency and satisfaction was important,” he added.
Joshi believes that the increase in productivity is because of the feedback that the team is able to give on Coeus. An employee is measured against his team, his deliverables, and professional growth.
“An engineer would usually be measured against X and Y’s performance. We don’t do that. Let’s say I am in Team A and this team is supposed to deliver a customer metric at 80%. So, I will be measured against the performance of the team and the customer’s performance. And If I am out of range of the team’s performance either good or bad, it will be flagged and coaching interventions will be automatically created within the training ecosystem,” he explained.
There are various parameters that CSS Corp considers whenever it is giving feedback to employees. The first is the KPIs and a few other skills. For example, for a contact center agent, it depends on his CSAT, his first call resolution, communication skills, the number of training that he has undergone, experience in the team and how well he documents the case. This all helps in creating an agent persona.
On the basis of score, feedback, and persona, the managers can further deploy employees on a project or assignment that aligns with his skills and personality.
Joshi mentioned that these initiatives also helped the company interact with the employees in a meaningful way in a data-driven manner so that they can have distinct conversations.
“We have enough data now within the Coeus platform to predict the performance. So, today I can sit and ask Coeus if I can match up the numbers of June with July, and Coeus will tell me if I will be able to perform and match the numbers. This answer will be provided with 80-85% confidence. For an individual, it can also tell the manager if he or she will be able to make up the KPIs that constitute his or her performance,” he concluded.