Sl No Activity SPOC Frequency

1 Hourly Report Bibin Varghese Hourly

2 Hourly wise- Whatsapp Bibin Varghese Within 10 Min
3 RTA Report Bibin Varghese Daily before 10 AM
4 OFF Cancellation Bibin Varghese Daily before 10 AM
5 Anticipated attrition details Bibin Varghese Daily before 10 AM
6 CPA & Utilization Target not Met Associates Bibin Varghese Daily before 10 AM
7 Fresh base count Bibin Varghese Daily before 10 AM
8 IT Performance Tracker (Down Time Documentation) Bibin Varghese Daily EOD
9 Reason for Non Adherence Bibin Varghese Daily EOD
10 Highlights & Lowlights Tracker Bibin Varghese Daily EOD
11 Login Tracker Bibin Varghese Daily EOD
12 Unresolved Field Complaints (Escalations) Bibin Varghese Daily EOD
13 Operation Dash board Bibin Varghese Daily EOD
14 L2TECH out call data Bibin Varghese Daily EOD
15 Manual Calling Activity Tracker Bibin Varghese Daily EOD
16 IB TO OB CROSS LOGIN REPORT Bibin Varghese Daily EOD
17 Attrition Tracker Bibin Varghese Daily EOD
18 Live/Recorded Call Monitoring Bibin Varghese Daily EOD
19 Product And Process Update Details Bibin Varghese Daily EOD
20 FTD Hourly Report Bibin Varghese Daily EOD
21 Shift Briefing Tracker Bibin Varghese Daily EOD
22 Call convertion data Bibin Varghese Monday EOD
23 VOC Data Bibin Varghese Monday EOD
24 Week off Preference Bibin Varghese Every Wednesday
25 KL-OB-PL request and off swap Bibin Varghese Every Saturday
26 Dip stick Target Bibin Varghese Weekly
27 Team wise performance Bibin Varghese Weekly
28 Initiating RAG Predictions Bibin Varghese Monthly
29 Improvisation AUX Exclusion Process Bibin Varghese 3rd Of Every month
30 Associate Business Conduct Bibin Varghese 3rd Of Every month
31 Monthly Review PPT Bibin Varghese Before 5th Of Every month
32 Unable to close SR Bibin Varghese When Required
33 Language barrier Bibin Varghese When Required
Process Lead Sign
Spoc Sign
Operation Manager Sign
Sl No Activity SPOC Frequency
 Within 20 Mins Of Every
1 Hourly Report Supervisor In Charge
Hour
2 IVR Testing Aravind Ghosh Daily before 9 AM
3 Manpower GAP report Manu C Kauma Daily (Before 10 AM)
4 RTA Report Supervisor In Charge Shift Wise
5 Missed Call Report Supervisor In Charge Daily
6 Escalation Tracker Ashvin P K Daily EOD
7 Attrition Tracker Supervisor In Charge Daily EOD
8 IT Performance Tracker Supervisor In Charge Daily EOD
9 Call Disconnections tagging report Ashvin P K Daily EOD
10 Operations Dashboard Aravind Ghosh Daily EOD
11 Anticipated Attrition Ashvin P K Daily EOD
12 FTD Hourly Report Supervisor In Charge Daily EOD
13 Highlights & Lowlights Tracker Supervisor In Charge Daily EOD
14 Inbound TL Call Audit Ashvin P K Daily EOD
15 Login Tracker Supervisor In Charge Daily EOD
Unresolved Field Complaints
16 Ashvin P K Daily EOD
(Escalations)
17 IT Tracker Aravind Ghosh Daily EOD
18 Shift Briefing Tracker Anandhu Shaji Daily EOD
19 Reason for Non Adherence Ashvin P K Daily EOD
20 Daily Login Planner Supervisor In Charge Daily
21 Cab Late (If Any) Anandhu Shaji Daily
22 Team Wise Agent Wise Performance All TLs Daily
23 One on One Meet All TLs Daily
24 Downtime information (Call, mail, SMS) Supervisor In Charge Within 5 Min
25 PL Request and Off Swap Aravind Ghosh Every Monday
26 Support schedule Manu C Kauma Every Monday
27 Off Preference and Leave Request Aravind Ghosh Every Thursday
28 Support mock PKT test Supervisor In Charge Weekly
29 Dip stick Target Anandhu Shaji Weekly
30 Agent Mock PKT test / Open test Supervisor In Charge Weekly
31 Adherence reversal request Ashvin P K Weekly
32 Score Card Aravind Ghosh Weekly
Process Lead Sign
Spoc Sign
Operation Manager Sign

Sl Activity SPOC Frequency

No
33 Associate Business Conduct Ashvin P K Monthly
34 TLs Business Conduct Manu C Kauma Monthly
Supervisor In
35 Team meeting Monthly
Charge
Supervisor In
36 Missed Call Login Details Monthly
Charge
37 Rag Report Anandhu Shaji Monthly
38 Improvisation AUX Exclusion Process Aravind Ghosh 3rd of every Month
39 Monthly Review PPT Ashvin P K 3rd of every Month
Process Lead Sign
Spoc Sign
Operation Manager Sign