Point of Interest
Point of Interest
Point of Interest
Point of Interest (POI)
Point of Interest (POI)
Problem
In the project, we have experienced changes in the annotation platform, adapting a new platform, and substantial policy updates, etc. We have timely trained agents and strictly monitored them to ensure delivery quality.
This project must be conducted in an office, and we have established POI project offices in all designated countries, managing each site and cooperating with the time difference is a big challenge.
Solution
Conducted regular and internal training to address quality concerns and help them to improve their performance.
Established clear quality benchmarks and performance expectations to guide agents in maintaining consistent quality standards throughout the project duration.
Work closely with the client to provide front-line feedback and contribute to policy optimization and avoid gaps among teams.
Establish the workflow arrangement according to the actual situation of each site to ensure the timeliness of employees’ work and arrange main PM accordingly to the time zone of each requested market to be always available to support agents where needed
Result
As the quality inspection team, we were able to process and complete all available queues without backlogs.
Agents were more familiar with the changes/updates in guidelines/policy and had quick adaption to reach the target.
Prepared enough back-up agents in place to replace bad performance agents to avoid affecting the whole team’s performance. Had better ideas on how to manage, communicate and train agents well from beginning to avoid any issues so far.
Bottom Line Impact
99%
Overall Accuracy
<3%
Monthly Attrition
<15min
SLA Requirements
