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CenterWorks – Enterprise OSS
CenterWorks Enterprise level Operations Support System is an end to end performance management system for contact centers and back office processing centers. Various reporting and workflow modules of this system cover Operations, HR, Training, Quality and Technology functions of the service delivery entity.
The modules of Enterprise OSS are:
KPIAnalyzer
KPIAnalyzer is a key component of the CenterWorks Enterprise OSS. It helps process managers monitor the Key Performance Indicators (KPIs) of a process 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:
- It supports inbound, outbound and back office processes
- It provides a unified report for monitoring the performance of the workforce
- It provides 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
- It allows the process 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
- Typical standard metrics that can be reported are: Volume of calls / cases handled, AHT, SPH/SPD, CPH, TAT, Login hours, number of agents on the floor etc
- Typical non-standard metrics that can be reported are: Quality scores (critical & non-critical accuracy rates), first time resolution rate, conversion, contact rate, agent schedule adherence etc
- It integrates information from ACD, Dialer, WFM and other business support systems like CRMs, scripts, MIS tools etc
- It captures almost all the metrics required for COPC certification in a single report
MyReflector
MyReflector is a browser based real-time dashboard for agents. It reflects the comprehensive real-time performance of agents right on their own desktops. It 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 improves the effectiveness of supervisors and helps them focus on other critical tasks.
The key features of MyReflector are:
- It allows the process managers to select the critical KPIs to be self-monitored by the agents
- The KPI data is presented through dashboards
- It provides a whiteboard through which the Team Leaders, Process Managers, QEs and Customers can send them 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
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:s
- Allows the Quality managers to easily create templates of call monitoring forms for a process
- Allows the Key Quality Indicators (KQIs) to be arranged in the form of a questionnaire in a monitoring form
- Segregates KQIs in to various categories
- Allows KQIs to be added or deleted on the fly and marked “critical” or “non-critical”
- It can do the following analysis:
- 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
- Creates various easy to understand dashboards for monitoring key quality metrics
- Integrates with KPIAnalyzer to show the CAR and N-CAR of the agents along with other process metrics
- Allows target setting for the QEs in terms of TAT to give feedback, volume of calls to be monitored etc
- Captures all the critical quality metrics required for COPC certification
Custom Report Engine (CRE)
A typical contact center would receive performance and process data from multiple sources. Certain kinds of data like calls handled, average handle time and service level are already available from ACD and IVR systems.
However, there are several workflows or process steps that are manually followed by agents or supervisors. Data for these is typically captured in flat files like excel spreadsheets or notepad text files. In some scenarios, data is also received from the contact center’s clients in Excel, CSV, MS Access or other formats.
Managing these files is cumbersome. Typically these kinds of files are received at regular intervals of daily, weekly or monthly. The contact center managers then need to consolidate the data and use them for analysis. FTP or folder based methods are not suited for this purpose. Also, making the data accessible to different people in a timely fashion is a complex process.
The Custom Reports Engine module makes the management of these independent files very simple. CRE allows the users to “tell” CenterWorks the format of the data being received. Then upload the data by simply selecting the .xls or .csv file. CRE then makes the data available immediately in form of a report. The complete process takes less than 10 minutes. Users can also upload multiple different kinds of reports simultaneously using the same engine.
Custom reports can now be built using the uploaded data.
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SURE
Service Uptime Report Entry (SURE) tool provides an extremely efficient way of tracking service uptime on the production floor. Every TL or the process manager can log in any event that affects the production time on the floor process-wise. This module helps in tracking the SLA commitments to the customers on service uptime and in calculating Cost of Poor Quality (COPQ).
The salient features of SURE are:
- Measures the business impact rather than the absolute downtime of the service on the floor
- Accounts for downtime due to the failures of technology sub-systems like PCs, IPLCs, ACD, Dialer and Mux
- Also accounts for other non-technology related causes such as late log in (late arrival of cabs etc), power outages, unscheduled training, delays in recruitment / go-live etc
- Provides graphical charts for analyzing the trend and problem areas for improving the over all service uptime
- Provides several key service uptime metrics that are required for COPC certification
IPLC Optimizer
IPLC bandwidth is the most significant part of the recurring direct telecom costs in a contact centre. If the IPLC bandwidth is not managed efficiently, it can easily eat in to the operating margin by up to 5%. Hence, ensuring optimal utilization of the bandwidth is quite crucial for the survival of the company itself. It simplifies the task of the telecom managers by accurately capturing the utilization levels periodically to make sure that the bandwidth is not underutilized.
The key features of the IPLC Optimizer are:
- It can interface with all the leading Multiplexer (Mux) products
- It polls the IPLC trunks at periodic intervals (say every 30 minutes) to capture the % utilization factor of each of the IPLCs
- It presents the data captured in a graphical format for a given period (say, the last 6 months) in order to analyze the trend
As can be seen, the biggest benefit of IPLC Optimizer is to provide the telecom managers accurate information to manage bandwidth efficiently and save costs.
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:
- It notifies various departments in order to provision resources when an agent joins the Contact Center
- It helps the HR and Ops managers to track the entire lifecycle of an agent, which is: recruitment --> training --> OJT --> steady state performance --> exit
- It 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 is 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
- Provides all the key HR metrics required for COPC certification
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.
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
CenterMart
CenterMart is the central repository of data collected from various sources such as ACD, Dialer, Mux & WFM and other channels of performance data. It is created by Extract, Transform and Load (ETL) function as well as through CenterWorks product modules. CenterMart database is managed very efficiently and hence even very complex report generation is much faster on the user screen.
Moreover, other customer specific requirements such as real time display and 3rd party systems can be integrated with CenterMart.
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