What factors have contributed to the 30% increase in average handle time for Concentrix's voice support agents in the healthcare vertical during Q2?

Introduction

The 30% increase in average handle time for Concentrix's voice support agents in the healthcare vertical during Q2 presents a significant challenge. This analysis will systematically identify, validate, and address the root cause while considering both immediate and long-term implications for the product and customer experience.

I'll approach this issue by first clarifying key details, ruling out external factors, and then diving deep into product understanding, metric breakdown, and data analysis. From there, I'll form hypotheses, conduct root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been a similar increase in handle time during Q2 in previous years?

Why it matters: Helps distinguish between cyclical patterns and new issues. Expected answer: No significant seasonal pattern observed in previous years. Impact on approach: If seasonal, we'd focus on capacity planning; if not, we'd investigate recent changes.

• Considering the specificity to the healthcare vertical, I'm wondering about any recent regulatory changes. Have there been any new healthcare policies or compliance requirements implemented recently?

Why it matters: Regulatory changes often increase complexity and handle time. Expected answer: A new healthcare data privacy regulation was introduced at the beginning of Q2. Impact on approach: If confirmed, we'd focus on training and process optimization for new requirements.

• Given the substantial increase, I'm curious about any recent changes to the support system or processes. Have there been any significant updates to the CRM, knowledge base, or call routing system in the past quarter?

Why it matters: System changes can directly impact agent efficiency and handle time. Expected answer: A new knowledge base system was rolled out at the start of Q2. Impact on approach: If confirmed, we'd investigate system usability and agent adoption issues.

• Thinking about the agents themselves, I'm wondering about any changes in the team composition. Has there been a significant influx of new agents or changes in team structure during this period?

Why it matters: New agents typically have longer handle times as they learn the ropes. Expected answer: Normal turnover, but no significant increase in new hires. Impact on approach: If there's an increase in new hires, we'd focus on training and onboarding improvements.

• Considering the possibility of data anomalies, I'm curious about the consistency of measurement. Has there been any change in how average handle time is calculated or in the systems used to track this metric?

Why it matters: Ensures we're comparing apples to apples and not chasing a data issue. Expected answer: No changes in calculation method or tracking systems. Impact on approach: If there were changes, we'd need to validate the data before proceeding with further analysis.