FADV Performance

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Highlights & Lowlights Volume: Forecast vs Actual
Highlights:
• TAT improvement in January compared with the previous month due to
processors have started to move into daily attempts. GCM Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22
• Client recognition for surge planning/handling during QBR.
• Spain volume tentative to be returned to Hexaware. Forecast 24576 24439 22370 3427
• Portuguese headcount increased by 2 resources in January.

Lowlights: Actual 5453 7415 6026 4567

• Slight impact on UTV performance due to delay in responses after the holiday
break which led to small number of verifications closed as UTV with no option
Variance +/- -77.81 -69.66 -73.06 +33.27
to be reopened.
• Increase in the actual volumes compared to the original forecast.

Head Count Attrition% vs HC

30 20.00%
Month Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22
26
15.00%
25
Closing HC 26 20 20 22
22
10.00%
20 20
Attrition 2 0 0 0 20 7.14%
5.00%

Attrition % 7.14% 0% 0% 0% 15
0.00% 0.00% 0.00% 0.00%

Ramp Down 3 6 0 0
10 -5.00%
Oct' 21 Nov' 21 Dec' 21 Jan' 22
Shrinkage 6.78% 5.16% 4.72% 5.23%
HC Attrition
FADV: GCM SLA Performance
GCM Metric Target Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22 Comments
Increase observed due to delay in responses after the
Unauthenticated (UTV) 3.53% 10.12% 6.48% 5.15% 5.22% holiday break which led to small number of verifications
closed as UTV with no option to be reopened.

Improvement obtained from daily exposure of agents to

90th Percentile TAT (TAT) 7.44 days 8.81 8.67 8.35 8.12 their areas to improve, and tenured processors actioning
older elements.

Improvement obtained due to requests for alternate

Missing Information 9.39% 9.92% 12.68% 16.90% 15.92% contact details reduced to only when no point of contact
was provided by candidate.

First Documented Attempt 95% YTR YTR YTR YTR Data not received from FADV.

With regular feedback and audits, team was able to reduce

Client Impact Error < 1.2% 0.20% 0.20% 0.20% 0.20% errors and received minimal escalations.

Post Process Review 100% 100% 100% 100% 100% Consistent Performance

Standard Mitigation 100% 100% 100% 100% 100% Consistent Performance

Agent Certification Score >95% 100% 100% 100% 100% Consistent Performance
 Iberia Performance

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Highlights & Lowlights Volumes: Forecast vs Actual
Highlights:
• All metrics above target and all SLAs met in January. Functional Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22
• No attrition during January. Help Desk
• All fraud cases reported in January were solved within the scope of the
average resolution time for urgent tickets. Forecast 2978 2727 2276 2479

Lowlights:
Actual 2383 2263 2164 1921
• 80% of BSP Link Errors received by the HDF were processed within the scope
due to the delay from other departments for its resolution.
• Volumes received were 22.51% less than the forecasted ones for January 2022 Variance +/- -19.98% -17.03% -4.93% -22.51%
& 33.28% less than the volumes received in January 2019.

Head Count: Volumes: 2019 vs Actual

3500
Month Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22 2998 3055 3062
2879
3000
2651
2549
2500
HC 4 4 4 4 2383
2223 2301 2263
2000

TICKETS
2164
1921
1500
Attrition 0 0 0 0
1000

Shrinkage % 0% 5.68% 3.95% 5.00% 500

0
AUG' 21 SEP' 21 OCT' 21 NOV' 21 DEC' 21 JAN' 22
Iberia: Functional Help Desk SLA Performance

FHD Metric Target Oct’ 21 Nov’ 21 Dec’ 21 Jan’ 22

First Response SLA % 95% 97.29% 97.88% 96.88% 96.98%

Avg 1st Response Time by Urgent < 2:00 hours 0:38:14 0:34:45 0:35:26 0:33:30
Priority

Avg 1st Response Time by Normal

Priority < 4:00 hours 0:59:03 0:58:36 1:09:33 0:59:56

Resolution SLA % 85% 94.68% 95.32% 94.06% 94.04%

Avg Resolution Time by Urgent Priority < 4:00 hours 0:55:38 0:41:30 0:51:24 0:46:40

Avg Resolution Time by Normal Priority < 8:00 hours 2:08:52 2:11:52 2:26:00 2:25:36
Thank you

Innovative Services

Passionate Employees

Delighted Customers

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