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20% Increase in First Call Resolution

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Project Overview

Processing 8 million calls and managing 75 vendors for an online shopping network with a pan India distribution network.

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Solution

Designed an intranet based package enabling workflow management of critical issues to relevant departments for quick resolution.

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Impact

Achieved steady increase in FCR from 64.09% to 76.48%

Maintained 20% higher product delivery rate compared to other centers

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