How TransMonis contributing to resolve CX challenges
in Ed-tech industry
Indian Ed-tech industry is pegged at 30 Billion USD over the next decade. TransMon is trusted by the biggest Ed-tech giants in India for CX touchpoint monitoring / Quality Monitoring.
Offline Payment Reconciliation resulting in delay in product delivery.
Mis-handling of Hassle free money back Guarantee / Refund related transactions.
The rise in adoption has resulted in demand-supply gap for good Educators. Internal recruitment process requires Quality Audits to ensure the on-boarding of capable educators.
Internal Sales / CS monitoring process not aligned with end customer expectation.
Automated and Digitized the auditing process with TransMon to replace Legacy/excel based system through complete overhaul of the process.
Institutionalize single window system to cover Sales / Educator Support / Student Support & Business Critical Audits.
Data driven Sampling plans to ensure representative results through Artificial Intelligence and through native integration with existing technology stacks (ACD/CRMs).
BI Platform – OpsGuru culled out actionable inputs from population data. Using this information Sampling plan basis top call drivers, risks & fraud reasons done. Also facilitated much better control and visibility to the management through an array of reports and dashboarding options.
8% Improvement in Conversational Quality scores O for ‘Offline Payment Recon’ transactions.
2.35% Reduction in Refund processing in the span of 90 days.
150% ROI within 120 days of implementation.
Pilot done for auditing recorded Educator Interview & Sales webinar by educators.
Inputs shared & implemented on ‘Quality Form design & Quality Team structure’ based on COPC standard resulting in 4D audit approach.
Combined monetized benefit of ₹ 8.3M n delivered for 350 FTE centers within 90 days of Transmon implementation.
Special project – Identifying Unnecessary Response & improvement in Resolution time
Wasteful usage of 14% FTE in Student support group identified on account of unnecessary responses sent in email queue.
Note: FTE numbers are changed for confidentiality reasons. Similar work was done for chat / Social media & special desk queues.
Special project study
Tickets with unnecessary response
%age tickets with unnecessary response
Average time taken to respond to 1 ticket (in minutes)
Average time taken to respond to 1 ticket (sec)
Total time available for agent in a day (in sec)
Average count of tickets per day / agent
Error prone ticket / day
Average salary of agent / day
Assumption 35K monthly CTC with load
Cost per ticket reply
Leakage /agent / day
Total agent in queue
(only for Illus. Not actual queue size)
Leakage / day for Queue
Leakage / month for queue
Leakage – FTE
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