To keep this synergy between people and achieve excellence in the service provided, Anima has been continuously improving its service processes. The scope of this new initiative consisted in mapping and redesigning the business flows around the students, with emphasis on the process of communication in different channels, in order to improve students’ satisfaction with the institutions. The first task was to analyze all the steps taken by the student in the service channels, to understand the difficulties of answering calls in the service agent’s vision, and to identify structural errors and opportunities for improvement in the areas involved.
The main business need was to make the agents more efficient when dealing with requests or problems, ensuring greater student satisfaction. Standardization in resolving recurrent occurrences was one of the main challenges, as there were no pre-established processes. In addition, there was no history of calls, making the service slower.
For all requests or problems, a deadline for resolution was offered, but most of the time these deadlines were exceeded by the agent or responsible areas. Creating and enforcing Service Level Agreement (SLA) rules was essential in the treatment of open incidents, establishing and ensuring the minimum time for first response or even resolution of the problem.
Another expectation of the company was to be able to visualize the nature of all occurrences in a managerial way and through all the units of the group. They needed to be able to identify which requests were most common among students, in which units and how they were being solved. Regularly monitoring the performance of agents and monitoring critical points was also a concern.