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company MIS is centralized with
the Chief Technology Officer.
The Database Administrator working
on MIS, data mining, etc., leverages
the reporting capability of
the various technology systems
employed by Epicenter (as mentioned
above) to build customized reports
for customers and management
for effective control and decision-making.
Over 300 types of standard reports
are available from the systems
mentioned below. Further, the
systems have the capability
to allow generation of customized
reports. All the reports are
generated automatically.
IV. Center Vu CMS of Lucent
V. Nice Monitoring and Reporting
VI. Oracle 11i and the Dialer
Center Vu CMS
provides performance measurement
tools for Call Center operations.
With the integrated reporting
capabilities of Center Vu CMS,
complex network databases are
analyzed to make smarter and
faster enterprise-wide business
decisions. Real time call center
statistics are displayed on
voice terminals equipped with
displays and attendant consoles,
thereby empowering associates
to watch their own progress.
Supervisors and managers also
monitor the progress of their
associates/associate groups
and trunk groups.
Nice Universe System
is a complete world-class quality
Management solution for call
centers. It enables scheduled
recordings of associate calls
and screen activities in a free
seating environment. Using Nice
Universe, the call center supervisors
can simultaneously play back
voice and screen data and then
use on-line forms to evaluate
associate performance.
Oracle CRM,
which has modules for Customer
Support, Sales, Marketing, e-Mail
Center, provides an Analytical
tools that generate a variety
of standard and customized reports.
Statistics on associate and
Campaign performance are also
available from Dialer reports.
Nature and frequency of reports
depends on the client’s
business requirement. Some of
the reports prepared are:
- Score Card – Provides
a comparison of the project
team’ performance (on
the Key Performance Indicators)
vis-à-vis Targets.
- Agent Productivity Report
– Generic (for entire
project team) – Provides
an agent-wise distribution
of the performance parameters.
- Tenure-Wise Agent Productivity
Report – Tracks the
productivity of the agent
as a function of his/her tenure
on the project.
- System Down Time Log –
Maintains a record of all
system outages during productive
hours and the reasons / responsibilities
for the same.
- Competition Tracker –
Compares Epicenter’
performance vis-à-vis
competition on an hourly/daily
basis.
- Utilization Data Sheet –
Tracks the utilization of
the agent during the productive
hours.
- Attendance/ Attrition Log
– Roster indicating
the attendance data for each
agent, as also the attrition
taking place from the project
(Internal as well as External)
- Dialer Performance Report-
It shows the performance of
the dialer giving key metrics
such as intensity, penetration
etc.
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