SOP - Video KYC Call Center SOP



Document Owner

Operations

Version

1.0

Last Update

18 April 2024

Dependencies

Product, Engineering, Operations, Finance

Frequency

Daily



Purpose -

Our Call Center team will be handling the vkyc process. This document will outline the infrastructure requirements, technology requirements, hiring requirements and operational requirements

Infrastructure Requirements-

  • The Vkyc team will need a space which is closed off from other agents to avoid noise and distraction

  • There needs to be an Appreciate flex background behind the agents 

  • Space for minimum 6 people: 4 agents, 1 concurrent agent and 1 floor supervisor

  • Chairs, Desks (will be provided by the Center)



Technical Requirements-

  • Wifi - Tech to provide

  • Headset - Tech to provide

  • Quality management measures



Training -

  • Minimum 1 week training


Call Center Script -


Staffing / Scheduling


Call centers usually follow set metrics like KPIs to measure the employee performance outcome. Some of these are:

  • Average handle time indicates the average time an agent spends on the calls

  • CSAT or Customer Satisfaction Score to estimate the customers' satisfaction levels

  • Average call abandonment rate to look into the percentage of callers who have hung up before connecting with the agents

  • Average hold time points to the duration an agent puts a customer on hold

  • Average time in queue, which is the ratio between the total time callers waited to connect their calls, and the total number of calls answered

  • Adequate staffing to improve the answered ratio


Legal policies - 


  • No distraction or disturbance from the customer’s side

  • Customers should have a plain background.

  • Customers need to have their original PAN Card and white paper along with blue/black pen 

  • Customers should not  display their Aadhaar card during the call


Quality management

<link to share the quality parameters>


Basic Telephone Etiquette

  • Polite

  • Use of Please and Thank you

  • Should not be hurry to complete the vkyc



Team Leader’s Role:

  1. Ensure adequate staffing to avoid the call drops

  2. Ensuring the AHT target is met

  3. <10% unplanned leave

  4. Infrastructure is maintained

  5. Break adherence

  6. Dress code - Men - Formals with tie and Women - Salvar and Kurtas

  7. Internet - 200 kbps speed require

  8. To check the dashboard and guide the agents to attend the calls


Quality Leader’s Role:

  1. Script is adhered

  2. Telephony and video etiquettes are adhered

  3. 85% QA scores to be achieved by the team

  4. TNI for agent’s development



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Roster

The TL needs to ensure he has 4 agents live out of 5

Weekly roster to the shared with the Appreciate Management Team