Dec 12 | 05 min read
Due to a lot of our team members not keeping well at the time of covid, we found ourselves with many pending tickets. Our ‘One Metric That Matters’ is CSAT (Customer Satisfaction), and we had to ensure that our ticket SLA doesn’t take a hit.
Enter the Algorithmic Jugaad, our knight in shining armour. We had a flow discussion with the entire CCD team, post which the team members were scaled up based on their interest areas. Not just that, we also ensured that the scaled-up members were backed with ample support, as they were provided with mentors to help them settle into their new roles.
The impact of this was humongous. It sent a message that good work is appreciated, and that our people grow with us. This, to the extent that Trainers took up content responsibilities, and created product videos, FAQs, and training decks!
With a highly motivated army, we were hungrier than ever and had our sights set on targets that could once have been too big to even dream of!
Ensuring customer satisfaction and scaling of internal teams – If ever the perfect Algorithmic Jugaad story existed, it’d contain these elements! Such stories at Bizom are aplenty, and we’re just getting started with our folklore. Stay tuned for more!