Call Center Management. Chapter 4. Data Collection. Chapter4 1

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1 Call Center Management Chapter 4 Data Collection Chapter4 1

2 Data Collection Data Collection Resources founded in 1997 is the unrivaled leader in the development and delivery of affordable call center quality monitoring, workforce performance optimization and recording solutions to the call center industry. The CEMS product suite includes random and total record, agent performance evaluation and optimization, agent screen recording, e-learning and coaching event management. Data Collection Resources provides solutions to a global customer base from a wide variety of industries serving both single and multi-site contact centers. Chapter4 2

3 Data Collection Data collection is the Second step in the planning process. The data collection is one of the most involved and Outwardly focused aspects of managing a call center Workforce management system is an important part of external source of data Chapter4 3

4 Sources of Data A call center for a financial services organization would turn to the following systems,departments and external sources of information ACD(Automatic Call Diverter) VRU(Voice recognition System) Databases Marketing Department Fax, services Hr Department Legal Department Chapter4 4

5 Sources of Data Product Department Work force management. Employees Customers Regulatory bodies Economic reports RBI,SBI Media Completion Chapter4 5

6 Cross Functional Process Different areas of the call center require different types of information from different sources. As calls get handled in newer ways, it becomes critical to anticipate the Trends. A workable process needs to be established to help the data collection planning stage If the call centers do not get the Cross functional input they might fail. One of the best ways of collecting the information is to create Flow charts Chapter4 6

7 Cross Functional Process The charts in a data collection should specify the Information needed The flow chart will be able to identify the links in the data collection activities The flowchart should be Updated on a regular basis Chapter4 7

8 Tools required for reporting The information needed is: Split ID The time it takes until answer Length of call Abandoned? Y/N Time to Abandonment Chapter4 8

9 Reports generated by ACD One major benefit of the ACD systems is their ability to generate Reports. The ACD is a closely knit part of the organization s information system Many ACD s are capable of Exporting data to many program types. The CTI capabilities can provide reports that give managers the all round view of activities Chapter4 9

10 Workforce Management System It allows you to identify call center staffing requirements for each day and period throughout the day It shows the agents and shifts needed and provides extensive analysis of performance based on defined service level goals cc-modeler workforce management software handles multiple shifts and planned breaks, so that you can optimize agent schedules Chapter4 10

11 Workforce Management System It simplifies forecasts and investigating various scenarios - such as the impact of an additional 5% of calls. You can model projects in advance, such as a telemarketing drive or a new product rollout cc-modeler helps you improve rostering, increase agent utilization and reduce costs. Chapter4 11

12 Workforce Management System Chapter4 12

13 Workforce Management System There are lots of reports generated for calls that must be handled Immediately. Many Help desk software programs do an excellent job of tracking open transactions until the case is closed The assumption that ACD is the dominant provider of information is not totally correct. Some Vendors are giving users tools for customization and genuine open standards Chapter4 13

14 Data collection End Of Chapter 4 Chapter4 14

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