8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 1/7

YHJKT^FI 

Yfpoyzkc

ZoolMoy Ghll Gfczyf 

" H Ghwf Wzvj{

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 2/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f 9

Zhilf om Goczfczw Zdf Glkfcz 7

Yfxvkyfbfczw 7

Yhjkt Hppyohgd :

Zdf Wolvzkoc :

Wzhy Mfhzvyfw 6

Zfgdcolonkfw Fbplo{fj =

Zdf ^yhp Vp =

Hiovz Yhjkt >

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 3/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f 7

Zdf Glkfcz

Ovy glkfcz kw hc hggobplkwdfj chbf kc zdf VW bhyefz ommfykcn ghll gfczyf

wfy}kgfw# Df o~cw h cfz~oye om wf}fyhl ghll gfczyfw opfyhzkcn hgyoww zdf

govczy{# ^kzd zdf ykwkcn popvlhykz{ om ovzwovygkcn kc zdf nloihl bhyefz, ovy

glkfcz ~kzcfwwfj hc kcgyfhwf kc ivwkcfww opfyhzkocw# Zdkw kcgyfhwf lfj zo

kcgyfbfczhl nyo~zd kc jhzh hcj kcmoybhzkoc# Hw h yfwvlz, zdf glkfcz mflz h

cffj zo dh}f h w{wzfb kc plhgf zo wzoyf hll zdf ivwkcfww yflf}hcz jhzh hz h

wkcnlf plhgf hcj fhwf omm jhzh bhchnfbfcz# Df mvyzdfy ~hczfj zdf w{wzfb

zo fchilf yfpoyzkcn mvcgzkochlkz{ zo pyo}kjf vpjhzfj }kf~ hgyoww zdf

fczfypykwf#

Yfxvkyfbfczw

^dfc zdf glkfcz hppyohgdfj Yhjkt zdf{ dhj h }fy{ glfhy }kwkoc om ~dhz zdf{

ftpfgzfj om zdf cf~ w{wzfb# Zdf{ dhj zdfky w{wzfb kjfh hcj mvcgzkochlkzkfw

mhkyl{ jfzhklfj ovz# Zdf Yhjkt zfhb jfgkjfj zo ivklj oc zdkw kjfh hcj

flhioyhzf mvyzdfy oc glkfcz yfxvkyfbfczw hw mollo~w#

  Mkywz hcj moyfbowz, zdf glkfcz ~hw hiwolvzfl{ glfhy zdhz df ~hczfj zdf

w{wzfb zo if jf}flopfj ~kzdkc h mktfj zkbfmyhbf hcj ivjnfz#

  Df zdfc ~hczfj zdf w{wzfb zo wvppoyz lonnkcn hgzk}kzkfw#

  Zdf w{wzfb wdovlj nk}f ovz hwwoyzfj wzhzkwzkghl ovzpvz kc nyhpdkghl

moybhzw#

  Zdf w{wzfb wdovlj if ghphilf fcovnd zo flocnhzf pfgvlkhy zfgdckghl

zhgzkgw#

  Zdf w{wzfb wdovlj hlwo lon hgzk}kzkfw hcj pyo}kjf wzhzkwzkghl ovzpvz oc

h }hykfz{ om phyhbfzfyw#

  Zdf w{wzfb wdovlj hgz hw h —Jfgkwkoc Wvppoyz Bfgdhckwb‛  moy zdf

wfckoy bhchnfbfcz hcj jfgkwkoc"bhekcn hvzdoykzkfw om zdf ivwkcfww#

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 4/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f :

  Zdf w{wzfb wdovlj mvcgzkoc hw h —Yfpoyzkcn W{wzfb‛  moy zdf

wvioyjkchzf bfbifyw om zdf gobphc{#

  Zdf w{wzfb wdovlj hggvbvlhzf hcj wvppoyz jhzh myob jkmmfyfcz

jhzhihwf moybhzw lkef BW WXL, B{WXL, BW Hggfww, BW Ftgfl, fzg#

  Zdf w{wzfb wdovlj dh}f zdf hiklkz{ zo pyogfww jhzh moy jkmmfyfcz lonkghl

phyhbfzfyw#

Yhjkt Hppyohgd

Hw bfczkocfj fhylkfy, zdf glkfcz dhj h mhkyl{ jfzhklfj kjfh hiovz ~dhz zdf

w{wzfb ghphiklkzkfw dhj zo if# Zdf Yhjkt zfhb avwz flhioyhzfj oc zdkw kjfh zo

jfzhkl ovz zdf pyfgkwf yfxvkyfbfczw# Ocgf zdf jfzhklkcn ~hw jocf, kz ifghbf

f}kjfcz zdhz zdf w{wzfb dhj h jvhl yolf zo plh{ kc zdf w{wzfb# Oc ocf dhcj

kz dhj zo hgz hw h jfgkwkoc wvppoyz bfgdhckwb moy zdf zop bhchnfbfcz hcj

oc zdf ozdfy kz dhj zo mvlmkll zdf yolf om h yfpoyzkcn w{wzfb moy zdf

wvioyjkchzfw# Zdkw bfhcz kz dhj zo dhcjlf h ~kjf }hykfz{ om ivwkcfww jhzh

hcj ommfy ovzpvz kc }hy{kcn moybhz hcj wghlf zo kzw hvjkfcgf# Co~, zdkw ~hw h

gdhllfcnf# Ivz zdf Yhjkt jf}flopfyw noz hll ftgkzfj hiovz kz hcj yollfj vp

zdfky wlff}fw zo jflk}fy oc glkfcz ftpfgzhzkocw#

Zdf Wolvzkoc

^dklf zdkw w{wzfb pyo}fj zo if xvkzf h gdhllfcnf ifghvwf om kzw jvhl yolf, zdf

Yhjkt zfhb jkj coz nk}f vp hcj pfywkwzfj ~kzd zdfky jf}flopbfcz fmmoyzw# ^f

~fyf pfypfzvhll{ mogvwfj oc jf}flopkcn hc hpplkghzkoc zdhz coz ocl{

hjjyfwwfj zdf glkfcz‛ w f}kjfcz ivwkcfww cffjw ivz hlwo zdf lhzfcz ocfw#

Mkchll{, ~dhz ~f jf}flopfj moy zdf glkfcz mfhzvyfj zdf mollo~kcn1

  Zdf fczkyf w{wzfb ~hw jf}flopfj ~kzdkc zdf wzkpvlhzfj zkbfmyhbf hcj

ivjnfzhy{ gocwzyhkczw#

  Zdf w{wzfb kw ivklz oc #CFZ zfgdcolon{ hcj mfhzvyfw h vckxvf wz{lf#

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 5/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f 6

  Zdf w{wzfb fczhklw gobpyfdfcwk}f hcj j{chbkg yfpyojvgzkoc

oc wpfgkmkghzkocw pyo}kjfj#

  Zdf w{wzfb kw h jfwezop hpplkghzkoc ivz kz ghc if gfczyhll{ hggfwwfj

myob zdf wfy}fy#

  Zdf w{wzfb fczhklw h vwfy yolf ihwfj hggfww goczyol bfgdhckwb#

  Zdf w{wzfb ivkljw oc h vwfy mykfcjl{ yfnkwzyhzkoc w{wzfb hcj lonkc

w{wzfb#

  Zdf w{wzfb kw ghphilf fcovnd zo ghyy{ ovz jhzh bkckcn hcj jhzh

hchl{zkgw#

  Zdf w{wzfb nfcfyhzfw yfpoyzw ihwfj oc jkmmfyfcz phyhbfzfyw moy zdf

wvioyjkchzfw#

  Zdf w{wzfb mollo~w jkmmfyfcz wzhzkwzkghl hcj nyhpdkghl moybhzw moy

yfpoyzw hcj gdhyzw#

  Zdf w{wzfb pyo}kjfw ovzpvz kc glfhy hcj gocgkwf bhccfy zo zdf zop

bhchnfbfcz zo fcdhcgf zdf xvhlkz{ om jfgkwkoc"bhekcn#

  Zdf w{wzfb nk}fw jfzhklfj ovzpvz zo zdf wvioyjkchzfw zo fcdhcgf

xvhlkz{ om opfyhzkocw#

  Zdf w{wzfb kw h j{chbkg ocf zdhz dhcjlfw jhzh vpjhzfw oc yfhl"zkbf

ihwkw#

  Zdf pfymoybhcgf om zdf w{wzfb ghc if hwwfwwfj i{ pfymoybkcn

hpplkghzkoc gojkcn goc}fczkocw zfwzkcn kc yfhl fc}kyocbfczw#

  Zdf w{wzfb dhw iffc mvcgzkochl ~kzdovz h wkcnlf ivn ifkcn yfpoyzfj#

Wzhy Mfhzvyfw

Zdf Yhjkt zfhb dhw pfypfzvhll{ mogvwfj oc glkfcz whzkwmhgzkoc# Hw h yfwvlz ~f

zyh}hkl dhyj zo jflk}fy hll zdf mvcgzkochlkzkfw jfbhcjfj i{ zdf glkfcz# Ivz ovy

bvlzk kcjvwzy{ ftpowvyf fchilfw vw zo kjfczkm{ gfyzhkc lhzfcz yfxvkyfbfczw

zdhz zdf glkfcz bkndz dh}f bkwwfj ivz hyf hiwolvzfl{ gykzkghl zo zdf ivwkcfww#

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 6/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f =

Zdvw, ~f hlwo bhef kz h pokcz zo hjjyfww zdfwf yfxvkyfbfczw

zdyovnd ovy wzhy mfhzvyfw# Zdf wzhy mfhzvyfw kc zdkw ghwf ~fyf1

  Zdf w{wzfb kc}ol}fw yfhl"zkbf jhzh vpjhzfw zo jflk}fy hggvyhzf ovzpvz#

  Zdf w{wzfb hllo~w bhppkcn om zdf oynhckqhzkochl dkfyhygd{#

  Zdf w{wzfb ghc if kcwzhllfj ~kzdkc h myhgzkoc om wfgocjw hcj jofw coz

jfbhcj hc{ gobplft fc}kyocbfczhl wfzvp#

  Zdf w{wzfb wvppoyzw gocmknvyhzkoc oc yfpoyzkcn phyhbfzfyw#

  Zdf yfpoyzw nfcfyhzfj i{ zdf w{wzfb ghc if ftpoyzfj zo zdkyj phyz{

hpplkghzkocw moy mvyzdfy pyogfwwkcn#

Zfgdcolonkfw Fbplo{fj

 #Cfz Myhbf~oye

 G'

 Gy{wzhl Yfpoyzw

Zdf ^yhp Vp

Zdf Yhjkt jf}flopbfcz zfhb dhw hl~h{w gdfykwdfj h nooj gdhllfcnkcn

pyoafgz# Zdkw pyoafgz mkz zdf ikll pfymfgzl{ moy Yhjkt# ^dklf oc zdf myocz zdf

w{wzfb wffbfj zo if h wkbplf yfpoyzkcn zool kc zdf oynhckqhzkoc, kz dhj h

bvgd iknnfy yolf zo plh{# ^dklf kz dhj zo mvlmkll zdf yfpoyzkcn mvcgzkochlkzkfw

moy zdf lo~fy yvcn om zdf fczfypykwf, kz dhj zo wvppoyz hcj fcdhcgf zdf

jfgkwkoc"bhekcn om zdf oynhckqhzkochl zop iyhww# Zdf gdhllfcnf wpvyyfj oc

zdf Yhjkt zfhb zo pfymoyb ifzzfy hcj jf}flop h w{wzfb zdhz avwzkmkfj zdfwf

jvhl yolfw# Kz‛ w xvkzf hc hgdkf}fbfcz moy vw zdhz zojh{ zdf w{wzfb kw mvll{

opfyhzkochl ~kzdovz yfpoyzkcn h wkcnlf ivn#

8/7/2019 Reporting Tool for Call Centre - A Case Study

http://slidepdf.com/reader/full/reporting-tool-for-call-centre-a-case-study 7/7

  Ghwf Wzvj{ " Ghll Gfczyf Yfpoyzkcn W{wzfb

:08, Hchcj Bhcnhl ‗ KK, G#N# Yohj, Hdbfjhihj 74000; | whlfw@yhjkt~fi#gob P h n f >

Hiovz Yhjkt

Yhjkt kw hc KZ ovzwovygkcn gobphc{ zdhz lf}fyhnfw zdf pozfczkhl om 

zfgdcolon{ zo jflk}fy fmmfgzk}f, yflkhilf, hcj gocwkwzfcz KZ wfy}kgfw ~kzd gowz

wh}kcnw# Ivz ~f jo coz wkbpl{ jflk}fy fgocobkfw om wghlf# Ovy bvlzk"

zfgdcolon{ hcj bvlzk"jobhkc ftpowvyf fchilfw vw zo hjj zo {ovy iozzob"

lkcf#

:08, Hchcj Bhcnhl"KK, 

G N Yohj, Hdbfjhihj,

Nvahyhz"KCJKH

Pdocf1 %;8">;"79:077>8

]oKP1 %8">84">86"8668

Fbhkl1 whlfw@yhjkt~fi#gob