Challenge 

 I work as a manager in a recovery area of a bank located in central - eastern europe . I am not a native   english speaker so please be kind on my language errors ☺ I ’m also new to the business so I ’m still   learning the craft of managing contact center . 

 Our unit is responsible for collecting delinquencies on early stage through outbound phone   campaings . 

 One of our biggest challenge is to provide 100 % penetration rate of the campaigns having limited   staff . ( Penetration rate means how many times we try to reach our customer per campaign / per day ) . 

 So the question was : „ What can I do to increase our penetration rate without loosing current Right   Party Contacts ? ” 

 My assumption was that adjusting current database will improve our penetration rate and also keep   the RPC rate on a same level . 

 Selection / Application 

 Up till this time every new improvement was preceded with a business plan and profit / savings   forecasts . After finishing this course I decided to try many low cost / costless and short learning   launches . In my opinion choosing learning launch tool was the most appropriate to my challenge   because I needed a fast and effective solution . 

 Here ’s one example : 

 I ’ve made a deep analysis of current campaings and customer data . It turned out , that arround 60 %   of our records were ineffective every day ( no answer , out of reach ) , but the autodialer still had to dial   those numbers causing agents to wait long time for another call . 

 According to that data , I ’ve decided to make an experiment and so we ’ve modyfied one campaign by   deleting numbers that have been marked as ineffective for at least 3 days in a row . 

 Insight / Approach 

 The end result was that the average wait time for call decreased from 59 seconds to 29 seconds   while keeping the same RPC rate . Thanks to that change we ’ve managed to increase our penetration   rate by avg . 35 % . After this success we ’ve implemented the same solution to the rest of our   campaigns and increased total numer of contacted customers drastically . 

 It also gave us a possibillity to search new numbers to customers without correct number . 

 I ’ve learned that I do n’t have to make big projects to increase our effectiveness . Little changes can   make a huge difference in our process . This course also gave me the confidence to make more   experiments on a daily basis . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge 

 I work as a manager in a recovery area of a bank located in central - eastern europe . I am not a native   english speaker so please be kind on my language errors ☺ I ’m also new to the business so I ’m still   learning the craft of managing contact center . 

 Our unit is responsible for collecting delinquencies on early stage through outbound phone   campaings . 

 One of our biggest challenge is to provide 100 % penetration rate of the campaigns having limited   staff . ( Penetration rate means how many times we try to reach our customer per campaign / per day ) . 

 So the question was : „ What can I do to increase our penetration rate without loosing current Right   Party Contacts ? ” 

 My assumption was that adjusting current database will improve our penetration rate and also keep   the RPC rate on a same level . 

 Selection / Application 

 Up till this time every new improvement was preceded with a business plan and profit / savings   forecasts . After finishing this course I decided to try many low cost / costless and short learning   launches . In my opinion choosing learning launch tool was the most appropriate to my challenge   because I needed a fast and effective solution . 

 Here ’s one example : 

 I ’ve made a deep analysis of current campaings and customer data . It turned out , that arround 60 %   of our records were ineffective every day ( no answer , out of reach ) , but the autodialer still had to dial   those numbers causing agents to wait long time for another call . 

 According to that data , I ’ve decided to make an experiment and so we ’ve modyfied one campaign by   deleting numbers that have been marked as ineffective for at least 3 days in a row . 

 Insight / Approach 

 The end result was that the average wait time for call decreased from 59 seconds to 29 seconds   while keeping the same RPC rate . Thanks to that change we ’ve managed to increase our penetration   rate by avg . 35 % . After this success we ’ve implemented the same solution to the rest of our   campaigns and increased total numer of contacted customers drastically . 

 It also gave us a possibillity to search new numbers to customers without correct number . 

 I ’ve learned that I do n’t have to make big projects to increase our effectiveness . Little changes can   make a huge difference in our process . This course also gave me the confidence to make more   experiments on a daily basis .
### Output: 