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MIS and BPO (Avaya's solution)

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MIS @ BPOs. Reviewing Avaya's solution for BPOs

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MIS and BPO (Avaya's solution)

  1. 1. MIS A Strategic issue in an Organization
  2. 2. BPO and MIS
  3. 3. Benefits of a call center <ul><li>Convenient customer access to the services required </li></ul><ul><li>A positive experience in telephone services </li></ul><ul><li>Accurate and appropriate responses </li></ul><ul><li>High level of customer satisfaction </li></ul><ul><li>Improved efficiency </li></ul><ul><li>Monitor performance </li></ul>
  4. 4. Architecture – the 90s
  5. 5. Architecture – the IVR farm
  6. 6. Architecture – the Y2k5
  7. 7. Benefits of this system <ul><li>Integrated analysis and reporting program </li></ul><ul><li>Real time monitoring </li></ul><ul><li>Historical reporting </li></ul><ul><li>Custom reporting </li></ul><ul><li>Task scheduling </li></ul><ul><li>Exception notification and threshold warning </li></ul><ul><li>Long term data storage </li></ul>
  8. 8. Data Collection <ul><li>Sends status information to CMS, including </li></ul><ul><li>Event data on calls by agent </li></ul><ul><li>Agent group </li></ul><ul><li>Trunk </li></ul><ul><li>Trunk group </li></ul><ul><li>Queued calls </li></ul><ul><li>Agent actions </li></ul><ul><li>Vector </li></ul><ul><li>Vector Directory Number (VDN)‏ </li></ul>
  9. 9. Data gathering – Real time data <ul><li>Passed via TCP/IP LAN connection </li></ul><ul><li>Tracked </li></ul><ul><li>Compiled </li></ul><ul><li>Stored by CMS </li></ul>
  10. 10. Reports oriented approach <ul><li>Information may be retrieved in a variety of both real-time and historical management reports. </li></ul><ul><li>Real-time reports can be updated every 3 seconds </li></ul><ul><li>Historical reports - daily , weekly, and monthly </li></ul><ul><li>Both GUI and text-based reports are available </li></ul><ul><li>Reports can be customized and scheduled </li></ul><ul><li>Reports can be displayed, printed, and exported </li></ul>
  11. 11. Sneak Peak into Reports <ul><li>Split/Skill Status Real Time Report </li></ul>
  12. 12. Sneak Peak into Reports <ul><li>Split/Skill Status Real Time Report </li></ul>
  13. 13. Sneak Peak into Reports <ul><li>CMS Agent Information Drill Down Report </li></ul>
  14. 14. Sneak Peak into Reports <ul><li>Sample CMS Historical Split/Skill Report </li></ul>
  15. 15. Who uses it...
  16. 16. Sectoral Stats
  17. 17. Thank you

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