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- Contact center performance - case study
Figure 1 – provides an overview of performance reporting architecture of contact center in the client environment. Contact center operational system’s solution for reports did not meet the performance management requirements of the client’s support organization. Consequently, EXILANT developed business intelligence solution for performance management of the contact centers.
Contact center performance - case study
Project background
The Client is a leading global technology company with a contact center that handles both retail and commercial clients. Contact center is an important source of competitive advantage for our client. This project was aimed at providing the business groups such as telesales, order management with effective business intelligence data on contact center operations.
The key challenge for this project was to handle huge volumes of customer interaction data (100,000 calls a day and 1terabyte of data per year), extract data from disparate systems, transforming data and generating decision support reports. Before the completion of the project analysts, developers and managers did the work manually. The client needed actionable data relating to their contact centers in order to have a clear understanding how and where to make high impact customer experience improvements.
Project scope
EXILANT was engaged to perform build Vs buy analysis for the proposed BI system and then develop, test, implement and support the recommended BI platform. The salient features of the required solution included building ETL, data mart, reports, alerts and analytics.
Technology platform
Database (data mart) : Oracle 10g;
ETL procedures : Java framework;
Reports & Analytics : BusinessObjects™ XI
Are your contact center reports effective?
Data quality in Contact Center impacts accuracy and completeness of performance reports. Comprehensive approach to data analysis considering diverse technologies involved will result in cleaner data.
Project details
The source system used at client environment included off the shelf package Infomart for data integration and reporting. However, the solution was unable to slice and dice information across contact-center resource types. It was also not possible to add custom dimensions to the reports or analytics. To overcome these issues, EXILANT developed ETL procedures, data mart and a reporting solution.
The reporting framework provided cross-call center data analysis capability to management. The features of the reporting solution included:
- Security, Access and Control
- Ability to create/save/email custom reports
- Graphical features to enable users to perform trend and statistical analysis
- Event based scheduling functionality
- Development of necessary interfaces
- Increase performance of reporting infrastructure using advanced features
Gain insight from customer interactions
Conventional reports cannot uncover complex patterns and relationships present in interaction data. Analytics improves performance management of contact centers by providing such insights.
Contact center performance management
While Enterprises have used Contact Centers to service customers, managing performance of these centers has been a challenge.
Project results
The solution enabled the client to track and analyze key metrics that impacted service and cost of the contact center e.g. Average Handle Time, Speed of Response, Abandon Rates, Hold Time. The reports helped management to easily rate each agent’s performance, identify potential issues and its root causes in order to better control the factors that affect customer satisfaction.
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Are your contact center reports effective?
Data quality in Contact Center impacts accuracy and completeness of performance reports. Comprehensive approach to data analysis considering diverse technologies involved will result in cleaner data.
Gain insight from customer interactions
Conventional reports cannot uncover complex patterns and relationships present in interaction data. Analytics improves performance management of contact centers by providing such insights.
Contact center performance management
While Enterprises have used Contact Centers to service customers, managing performance of these centers has been a challenge.
