This document discusses the benefits of a call center and its management information system (MIS). It describes the architecture of call center systems from the 1990s to 2005, how data is collected in real-time and stored, and the types of reports that are generated from the collected data including real-time, historical, and customizable reports. Examples of real-time and historical reports are provided. The document concludes by mentioning who uses call center systems and MIS.

1. MIS A Strategic issue in an Organization

2. BPO and MIS

3. Benefits of a call center Convenient customer access to the services required A positive experience in telephone services Accurate and appropriate responses High level of customer satisfaction Improved efficiency Monitor performance

4. Architecture – the 90s

5. Architecture – the IVR farm

6. Architecture – the Y2k5

7. Benefits of this system Integrated analysis and reporting program Real time monitoring Historical reporting Custom reporting Task scheduling Exception notification and threshold warning Long term data storage

8. Data Collection Sends status information to CMS, including Event data on calls by agent Agent group Trunk Trunk group Queued calls Agent actions Vector Vector Directory Number (VDN)‏

9. Data gathering – Real time data Passed via TCP/IP LAN connection Tracked Compiled Stored by CMS

10. Reports oriented approach Information may be retrieved in a variety of both real-time and historical management reports. Real-time reports can be updated every 3 seconds Historical reports - daily , weekly, and monthly Both GUI and text-based reports are available Reports can be customized and scheduled Reports can be displayed, printed, and exported

11. Sneak Peak into Reports Split/Skill Status Real Time Report

12. Sneak Peak into Reports Split/Skill Status Real Time Report

13. Sneak Peak into Reports CMS Agent Information Drill Down Report

14. Sneak Peak into Reports Sample CMS Historical Split/Skill Report

15. Who uses it...

16. Sectoral Stats

17. Thank you