Case Study- Agency Management: SKB agency does bucket 2-6 collection in Pune Hub. This agency was enrolled in December 2013. You have been transferred to Pune in the beginning of this month. You were reviewing the feedbacks from the agency on 10th of the month. You asked the agency to send the details of the agency FOS & TL and their performance details for last 3 months. You called for his performance report of last 1 year from HO CPT Team. Collection feedback of 500 customers sent by agency TL PTP before 15th – 10 % PTP between 16th to 24th – 20% PTP after 25th – 50% Intentional/ RTP - 10% Skip/Noncontact able – 5 % Third Party – 3% Accident/ Death – 2% Revert from the agency

Name of the FOS /TL

DOJ Allocation

in Jan Resolution

in Jan Allocation in Feb

Resolution in Feb

Allocation in Mar

Resolution in Mar

Vicky Sawant (TL)

Apr 2013 375000 80% 405000 70% 345000 60%

Munna Desmukh

Nov 2013 250000 80% 270000 75% 230000 70%

Yusuf Jun 2014 125000 70% 135000 50% 115000 70%

Raja Tiwari Dec 2014 312500 75% 337500 70% 287500 60%

Raman Jan 2014 125000 60% 135000 70% 115000 80%

Hanumant Jan 2015 62500 50% 67500 75% 57500 100%

Revert from HO CPT

Name of the FOS /TL

Resolution in % ( Oct-14)

Resolution in % (Nov-14)

Resolution in % ( Dec-14)

Resolution in % ( Jan-15)

Resolution in % ( Feb-15)

Resolution in % ( Mar-15)

SKB agency 55% 62% 72% 80% 70% 60%

You will be visiting him after 2 days and will like to meet them.

A- Write 2 MIS you will ask the agency to provide you before your visit B- Write 2 observations from the above data C- Write 4 activities you will do during the agency visit D- Suggest 2 steps to improve resolution