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We pride ourselves in the transparency we maintain about
our offshore operation. Our goal is to make you as comfortable as you would be if the
offshore operation were next-door. We accomplish this through structured reports and/or
dynamic ‘dash-boards’ provided daily, weekly or monthly. Our reports containing
the following:
- Productivity (Number of cases closed per consultant)
- Number of support cases in WIP (Work In Process - Including waiting for Bug Fix and
Customer Feedback)
- Support cases received per unit-time (Product Wise)
- Support cases closed per unit-time (Product Wise)
- Number of open cases per consultant
- Average number of days to close cases
- Number of cases waiting for Bug Fix
- ‘Production outage’ cases received
- No of Support Consultants
- Number of Phone calls received
- Number of Voice mails received
- Number of emails received
- Compliance to SLA parameters
- Number of cases for which suggested solution did not work
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