CenterWorks Modules
KPIAnalyzer is a key component of the CenterWorks. It helps managers monitor the Key Performance Indicators ( KPIs) of a business process and the workforce so that the SLAs are met. It allows them to select a set of KPIs for a process so that the health of the process can be monitored continuously and actions can be taken if necessary.
The features of this module are:
- Support for managing inbound, outbound and back office programs performance
- Data integration from disparate sources like ACD, Dialer, WFM and other business support systems like CRMs, scripts, MIS tools, excel sheets etc
- Multi-dimensional unified reporting for monitoring the performance of the workforce
- Generation of various historical reports and dashboards for process-wise, team-wise and agent-wise analysis of performance trends and bottlenecks to ensure that SLAs are met
- Provision for the managers to:
- Select a set of standard metrics and targets in order to build customized report formats specific to the process
on the fly
- Define and compute process specific metrics so that all the standard and non-standard metrics can be
viewed in a single page - Reporting of typical standard metrics such as: Volume of calls / cases handled, service level, AHT, SPH/SPD, CPH, TAT, Login hours, number of agents on the floor etc
- Reporting of typical non-standard metrics such as: Quality scores (critical & non-critical accuracy rates), first call resolution rate, conversion, contact rate, agent schedule adherence etc
- Role based access and privileges
MyReflector
MyReflector is the real-time dashboard for the agents. The agents get to know about their own performance and their ranking with respect to the rest of the team members in real-time. Various metrics such as AHT, # Calls, FTR, Sales, Quality Score etc. as well as qualitative feedback from quality executives can be routed to the agent’s desk-top directly for self-correction in real-time using a browser based solution.
MyReflector reduces the time taken by their supervisors to give them feedback on their performance. Since performance feedback is provided to the agents instantaneously, their productivity improves by 5% to 10%. It enables self-correction of agents, improves the effectiveness of supervisors and helps them focus on other critical tasks.
The key features of MyReflector are:
- Process managers can select the critical KPIs to be self-monitored by the agents
- The KPI data is presented through dashboards
- Team Leaders, Process Managers and QEs can send agents messages instantaneously
- The white board integrates with the other modules so that the feedback from the QEs or the remote clients can be routed to the respective agent desktop directly almost instantaneously. This feature reduces the feedback cycle time and improves the productivity of the agents and QEs
Q-Mon (Quality Monitoring)
Q-Mon is a comprehensive Quality Monitoring System in the CenterWorks framework. It provides all the tools such as call quality monitoring forms, call evaluation methods, and call quality analysis required by the QEs to effectively provide constructive feedback to the agents. Q-Mon seamlessly integrates with the other modules of CenterWorks.
The salient features of Q-Mon are:
- Quality managers can easily create templates of call monitoring forms for a process
- Segregation of key quality indicators (criteria in the forms) in to various categories
- Key quality indicators can be added or deleted on the fly and marked “critical” or “non-critical”
- Analysis of the following
- Category, KQI, QE and Agent-wise analysis
- Pareto chart analysis
- Calculation of Fatal Accuracy Rate (FAR) and Non-fatal Accuracy Rate (N-FAR) for each agent as well as a
process - Creation of various easy to understand dashboards for monitoring key quality metrics Integration with KPIAnalyzer to show the FAR and N-FAR of the agents along with other process metrics
- Target setting for the QEs in terms of TAT to give feedback, volume of calls to be monitored etc.
- Capturing of all the critical quality metrics required for COPC certification
Desktop Analytics
It is important to know what the employees, particularly the customer service agents, are doing since their productivity issues can affect the quality of service directly. Typical employee productivity related issues are: inability to use applications such as CRM comfortably, doing something that is not related to work (playing games, too much of Internet browsing, chat etc), not adhering to the scheduled lunch/coffee breaks and not following the work/ application usage rules.
Key features of Metrica’s desktop analytics package are:
- Monitoring of hundreds of desktops from a central location
- Monitoring of all applications and programs launched/accessed
- Categorization of applications as productive or unproductive
- Definition of allowed and forbidden applications
- Unified Reporting
- Powerful GUI based ‘drag & drop’ multi-dimensional analysis
- Single view of application usage statistics along with of call statistics such as AHT, # calls, ASA etc for easy
co-relation
- Details such as most / least used applications, applications ranking based on usage, employee ranking
based on activity
- Dashboards
Business benefits of desktop analytics are:
- Improvement in productivity of workforce
- Attendance / overtime tracking
- Identification of application usage training needs
- Better enforcement of information security policies
Optimization of investments in application licenses
Agent Resource Management System (ARMS)
Needless to say workforce is the most critical resource in a contact center. It is absolutely important to manage them efficiently in order to maximize the productivity and lower operating costs. Today, the HR managers are faced with a myriad of problems such as delayed recruitment, high attrition rates, poor attendance monitoring and lack of control on the total headcount. The financial loss due to poor administration of workforce can be to the tune of 5% of the total revenue.
ARMS is a comprehensive agent life-cycle management solution. It helps the HR team manage the human resources efficiently throughout their lifecycle i.e. from entry to exit.
The key functions of the ARMS module are:
- Notification of various departments in order to provision resources when an agent joins the Contact Center
- Tracking of the entire lifecycle of an agent, which is: recruitment --> training --> OJT --> steady state performance --> exit
- ARMS provides the following controls to the respective functional managers:
- Recruitment manager can enter the details of selected candidates and prepare a pool of agents and route the
same to the training managers
- Training managers allocate the trainer for voice & accent and process training
- Trainer evaluates the agent online after the training and allocates agents to respective processes in
consultation with the process managers
- The ops managers can accept, reject, transfer or send the agents back to training - The attrition factor can be tracked at every stage in this process to calculate the effective throughput of the recruitment process
- The HR manager can track ram-ups, backfills, attrition and reasons for attrition for each and every process
- Dashboards and summary reports are available for headcount and attrition management
Performance Appraisal Management System (PAMS)
PAMS is a performance appraisal workflow that tracks the performance of the agents throughout their lifecycle in the company. Given that a contact center is quite a dynamic environment where the resources are moved across processes very often, it is imperative to track the performance in a systematic manner.
Salient features of PAMS are:
- Tracking of the processes the agents have worked in during their employment period
- Capturing of relevant details like duration in the process, their supervisors and remarks, performance data etc.
PAMS is a very good tool to fight attrition as it helps in performance appraisal in an accurate and transparent manner so that the best agents can be retained and rewarded in the long run.
MetricaMart
MetricaMart is the MS SQL based data warehouse. The data collected from various sources such as ACD, Dialer & WFM and other channels of performance data are cleansed, normalized and kept in MetricaMart. Key components of MetricaMart are the database and the integration adapters. Moreover, other customer specific requirements such as real time display and 3rd party systems can be integrated with MetricaMart.
CenterMaster
CenterMaster is the administration module for the CenterWorks suite of products. It simplifies the administration of the various modules and makes the package more users friendly.
The key features of CenterMaster are:
- User rights and security administration
- Process rights administration for internal and external users
- Maintenance of process details (process catalog)
- Maintenance of user activity logs
- Customization of menu for a specific individual or a group
