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Call Centre Management

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The ppt describes the process of managing call centre

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Call Centre Management

  1. 1. CALL CENTER MANAGEMENT SYSTEMS
  2. 2. Operations ImplementMonitor & Evaluate GOAL Plan CALL CENTER MANAGEMENT End Usage Planning Administration
  3. 3. • Call Centre Manager • Call Centre Assistant •Customer Relationship Management • Call Centre Manager • Work Force Management • Extension Manager • Directory Manager End Usage Planning Operations Administration Current Offering CALL CENTER MANAGEMENT
  4. 4. CALL CENTRE MANAGER Management information system for call center supervisors and managers to measure, control and optimize the performance of a call center
  5. 5. ACD Group Call Flow By Day ACD Group:Sales 04/01/94 - 04/07/94 08:00 AM - 05:00 PM Offered Abandoned Date Overflow ed In Direct In Overflowed Out In Queue In Ring Answered (num) (num) (num) (num) (num) (num) 04/01/94 04/02/94 04/03/94 04/04/94 04/05/94 04/06/94 04/07/94 13 10 12 3 5 7 3 79 65 78 69 81 59 75 6 9 7 10 8 6 7 16 15 13 10 8 9 7 13 6 9 3 10 11 8 57 45 61 49 60 40 56 Total: 53 506 53 78 60 368 Report Production External Display Messaging CALL CENTRE MANAGER Real Time Presentation
  6. 6. CALL CENTRE MANAGER Windows NT based client/server application Ease-of-use and Windows GUI Real-time monitoring 128 ACD groups presented on one screen Object based security Report scheduler Data stored in standard SQL database
  7. 7. CALL CENTRE MANAGER REAL-TIME PRESENTATION
  8. 8. ACD Group Inbound Calls By Trunk Line ACD Group: Selected Names User: CCMADM 04/01/94 - 04/07/94 08:00 AM - 12:00 PM 00/14/yy, hh:31 PM Number of Calls Caller Type Traffic Intensity Offered Answered Lost (num) (num) (num) 10 20 01 0,33 16 12 4 10 20 02 0,99 13 11 2 10 20 03 0,23 14 8 6 43 31 12 10 21 01 0,45 4 4 0 10 21 02 0,35 7 5 2 10 21 03 0,32 14 11 3 25 20 5 10 22 01 0,23 4 4 0 10 22 02 0,43 7 5 2 10 22 03 0,32 9 9 0 20 18 2 Internal N/A 5 5 0 Operator N/A 3 3 0 Total 3,65 96 77 19 Average 0,41 19 15 4 Agent/Agent Group Availability By Agent Agent: Selected Names User: CCMADM 04/01/94 - 04/01/94 08:00 AM - 05:00 PM 00/14/yy, hh:31 PM Activity Agent Name Agent Position Logged In Duration Available Duration Time Description (hhh:mm) (hhh:mm) (hh:mm) Anders 50000 07.55 03.40 07.55 Logon 08.00 Available 09.00 Forced Unavailable 09.10 Available 11.50 Logoff 13.00 Logon 16.55 Logoff Heidi 50001 04.05 00.00 07.55 Logon 12.00 Logoff 50011 04.00 00.00 13.00 Logon 17.00 Logoff Total - 16.00 03.40 - - Average - 05.20 01.13 - - CALL CENTRE MANAGER REPORT GENERATION
  9. 9. FLEXIBLE REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code …all with several options!
  10. 10. CCM data in SQL server CSV files HTML files Printer port ODBC Interface Web Browser ACD CALL CENTRE MANAGER REPORT DISTRIBUTION Send e-mail Third party developed applications
  11. 11. CCM Information Manager Client Service department Sales department INDIVIDUAL ADDRESSING OF WALL DISPLAYS
  12. 12. TCP/IP INDIVIDUAL ADDRESSING OF WALL DISPLAYS, MULTI-SITE CT port TCP/IP CT port TCP/IP MD110 BC10 NIU NT LAN CCM Server TCP/IP Node 1 Node 2 CCM Information Manager Client CCM Information Manager Client Site2 Site1 NIU
  13. 13. FEATURE BASED LICENSING Configuration Manager • Configuration of the call center Information Manager • Real time information • Wall display administration • Historical reporting Agents • Number of agents monitored
  14. 14. CT port TCP/IP MD110 BC10 CCM Client Wall Display Unit NT LAN Ethernet CCM Server TCP/IP LIM 1 CT port TCP/IP LIM 2 Load sharing and redundancy (Cold stand-by) NIU COMMUNICATION OVER LAN NIU
  15. 15. CT port TCP/IP CT port TCP/IP MD110 BC10 NIU CCM Client Wall Display Unit NT LAN Ethernet CCM Server TCP/IP Node 1 Node 2 NIU COMMUNICATION OVER LAN Complete networked solution for the Call Center
  16. 16. ALLOCATION CALCULATION SYSTEM
  17. 17. EXTENSION MANAGER Configuration management tool to configure the MD110 ACD functions through a graphical user interface
  18. 18. EXTENSION MANAGER THREE LEVELS OF USER PRIVILEGES Telecom Manager ACD Supervisor • View update extension • Setup ACD groups, membership, etc • Authorisation Codes, Individual Diversions, Common abbreviated numbers etc. • RVA Message Descriptions ANCD Supervisor • Setup ANCD Member • Setup ANCD Traffic
  19. 19. EXTENSION MANAGER GRAPHICAL USER INTERFACES
  20. 20. Telecom Admin D.N.A server EMG, DMG etc. Call Center Mgmt CCM server EMG, CCM ACD Alt 1 Alt 2 EXTENSION MANAGER & CALL CENTRE MANAGER Call Center Mgmt D.N.A./CCM server EMG, CCMACD
  21. 21. Launch and Integration with D.N.A. Extension Manager • Allows the user to indicate if RDS (D.N.A.) will be used for CCM configuration • If RDS is used for CCM, then CCM will launch EMG within its program to perform creation, deletion and update of ACD/ANCD/DNIS objects and system parameters Launch of CCA Configuration Application from CCM Configuration Application Integrated Management
  22. 22. INTEGRATION WITH D.N.A. EXTENSION MANAGER
  23. 23. INTEGRATION WITH D.N.A. EXTENSION MANAGER
  24. 24. Supports the call center manager in planning, administrating and operating the call center! CALL CENTRE MANAGEMENT TOOLS Openness Flexibility Integration Ease of use
  25. 25. CALL CENTRE MANAGER 4.0
  26. 26. WHAT IS NEW IN CCM 4.0? CCA configuration application can be launched by CCM configuration application New ANCD Real Time Windows Sorting Capability in Real Time Windows Report distribution enhancements New report for Assist feature New “Mini” Wall Display
  27. 27. CALL CENTRE MANAGER 4.0 New ANCD Real Time Windows • ANCD Group window • Satellite Member window • Additional information in existing ANCD Group Detail window
  28. 28. CALL CENTRE MANAGER 4.0 Sorting Capability in Real Time Windows • Sorting possible based on all criteria except Legend and Time in ACD Group Member, ANCD Satellite Member and Agent Group Member windows New “Mini” Wall Display • Mini wall display; single line, 20 characters with size 4.3 cm (2.1”), available at lower price
  29. 29. CALL CENTRE MANAGER 4.0 Reporting • Option to save report file in HTML format • Option to send the report file via email • Option to specify the location where to save the report file (CCM Server or client PC) • User can specify the time for scheduled reports to be generated • A new report showing usage of the Assist feature in CCA (Call Allocation)
  30. 30. NEW REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code • Activity • Availability • Call Allocation (New) • Performance • Summary • Time Allocation
  31. 31. NEW REPORTS ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code • Activity • Availability • Call Allocation (New) • Call Distribution • Performance • Time Allocation
  32. 32. CALL CENTER MANAGEMENT SYSTEMS

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