Project – Zero to Hero

An Initiative undertaken to improve BQM performance in sales and Quality

 Project – Zero to Hero

Project Name Zero to Hero

Version 1.0

This initiative is designed to enhance the performance of

the bottom quartile advisors who are bottom in
Summary performance and efforts will be taken to improve their
performance.

Efficacy Sales performance report & BAU Audit

Starting Date Saturday, 1 January, 2022

End Date Monday, 31 January, 2022

Initiative by TATWA Operation, Quality & Training Team

 Project – Zero to Hero
Objective: 

 This Initiative is launch to enhance the performance of the BQM advisors, focused attention will be given to them by all the three verticals,

Quality, Training and Operation to accelerate their performance

 Expectation settings will be shared with the BQM associates from day 1 to ensure a feel good factor among them & Separate attention will be

given to them to enhance their call and sales handling skill - “Setting goals is the first step in turning the invisible into the visible”

 The objective is to ensure at least 60% improvement in phase 1 and there should not be any repeat defaulters under BQ category

 Performance review data will be shared with all the stakeholders on a weekly basis

 Corrective action will be processed in case there is any requirement of the same

 BQM agents will undergo a TNI based refresher training along with daily briefing / feedback / dip check / Audit  which are the integral part of BQ

management

 This is a concept is to enhance their skill their productivity and also to curb the attrition
 Project – Zero to Hero
Activity Synopsis:

 BQM list will be prepared based on the audit observation ( Will Include C and D Band agents), and special care will be given to them to enhance

their day to day productivity.

 Dedicated SPOC’s will be nominated from all the three verticals and will be responsible for these BQM agent performance drive. BQM agents

will divided in the team and every team responsibility will be assigned to a group of 3 members (One QA / TL / Trainer) who will guide / Coach /

Train the team.

 BQM agents will sit in a separate bay of the campaign so that attention will be given by everyone and the bay will be named as “ZERO TO HERO”

 Call listening / Call Calibration session will be arranged with them on a weekly basis.

 Daily pre-shift / post-shift team briefing will be conducted with these BQM advisors.

 Quality team will share the observation on dip check / audit.

 Real time tracking of the performance which help the advisors to meet the desire result.
Project – Zero to Hero

Top Performer

2nd Top Performer

3rd Top Performer

Project – Zero to Hero