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.
- 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.
|1||Unique Tickets||130||Special project study|
|2||Tickets with unnecessary response||14|
|3||%age tickets with unnecessary response||10.77%|
|4||Average time taken to respond to 1 ticket (in minutes)||10%||Assumption|
|5||Average time taken to respond to 1 ticket (sec)||600|
|6||Total time available for agent in a day (in sec)||28800|
|7||Average count of tickets per day / agent||48|
|8||Error prone ticket / day||5|
|9||Average salary of agent / day||₹ 1,458||Assumption 35K monthly CTC with load|
|10||Cost per ticket reply||₹ 30.38|
|11||Leakage /agent / day||₹ 157.05|
|12||Total agent in queue||1000||(only for Illus. Not actual queue size)|
|13||Leakage / day for Queue||₹ 1,57,050|
|14||Leakage / month for queue||₹ 47,11,500|
|15||Leakage – FTE||14%|
|16||Annualized leakage||₹ 5,65,38,000|