MIS

A Strategic issue in an Organization

BPO and MIS

Benefits of a call center

• Convenient customer access to the services required

• A positive experience in telephone services

• Accurate and appropriate responses

• High level of customer satisfaction

• Improved efficiency

• Monitor performance

Architecture – the 90s

Architecture – the IVR farm

Architecture – the Y2k5

Benefits of this system

• Integrated analysis and reporting program

• Real time monitoring

• Historical reporting

• Custom reporting

• Task scheduling

• Exception notification and threshold warning

• Long term data storage

Data Collection

Sends status information to CMS, including• Event data on calls by agent

• Agent group

• Trunk

• Trunk group

• Queued calls

• Agent actions

• Vector

• Vector Directory Number (VDN)

Data gathering – Real time data

• Passed via TCP/IP LAN connection • Tracked• Compiled• Stored by CMS

Reports oriented approach

Information may be retrieved in a variety of both real-time and historical management reports.

• Real-time reports can be updated every 3 seconds

• Historical reports - daily, weekly, and monthly

• Both GUI and text-based reports are available

• Reports can be customized and scheduled• Reports can be displayed, printed, and exported

Sneak Peak into Reports

Split/Skill Status Real Time Report

Sneak Peak into Reports

Split/Skill Status Real Time Report

Sneak Peak into Reports

CMS Agent Information Drill Down Report

Sneak Peak into Reports

Sample CMS Historical Split/Skill Report

Who uses it...

Sectoral Stats

Thank you