Deepak Sehgal

Background

About Deepak Sehgal

Prioritize workload, to deliver the highest possible standards of service with maximum efficiency thus monitoring and Reporting of Service levels on a day-to-day basis, Communicating schedule information and maintaining adherence of the same.• Identify opportunities to improve procedure/ process and initiate action to implement these (wherever appropriate) to deliver the highest possible level of customer service with the highest possible efficiency.• Creating reports on various matrices, and sharing the same with the all concerned. Thus coordinating between various departments like Operations, Quality (Customer Satisfaction), and direct client itself for smoother functions and ensuring quality standards.• Monitor all call center parameters and ensure adherence to the same : Real-time adherence for the agents - Average Talk-time, Hold-procedures, Average Handling time of the call, Aux-Time, Ensuring optimal staffing at any given point in time, etc.• Responsible for maintaining line requirement and occupancy levels in Operations for specific projects. Revising, Improvising on Customer Satisfaction schemes.• Creating reports that would summarize the performance of the operations floor. Analyzing the different trends by studying the call flow and finding ways to improve productivity