Welcome to the Call Centre Investigator.

The graphical reporting package for your Ericsson MD110 Call Centre.

 

Benefits

What can The Investigator do for my call centre?

Managing a call centre is a complex task. In this world of technology , your call centre is quickly evolving into high tech environment. It is easy to forget the most important aspect of your call centre.The people who work there. They are your most important asset. Surely technology should allow you to manage your agents rather than letting the technology control them. The Investigator is based on the principle that your key assets are you employees. It is designed to give you the knowledge from which you can set the staffing levels and goals. With the correct knowledge you can lower costs, improve your Service Level and most importantly ,keep you employees motivated.

How can a reporting package lower my costs?

Do you know your call trend ? How many calls do you expect tomorrow morning between 9am and 10am? Do you have too many agents scheduled, or maybe not enough. This is essential knowledge that you should have. Knowing how many people you need for each part of the week will ensure you are not wasting your agents.

You can get this information out of C.C.M. (Yes you can!). All you need to do is, run a report for each day of the week. ( An Interval report), export them all to CSV files. Import them into 30 separate Excel worksheet pages (be careful of getting the column alignment right!). Create a formula that will give you the average of each day and have that create a graph on the last page. You now have the average day of the week for one month. You can get more complex and report on  each day of the week. (I highly recommend this).You can do this, and you should , BUT how long does this take?. With The Investigator it will take about 10 - 20 seconds per ACD group.

How do I improve agent motivation with a reporting package?

The initial reaction to a reporting package is often the "Big Brother" feeling. However its not the reporting package, but what you can achieve with it that is important. A common mistake in call centre management is the lack of individual goal setting. If you were part of a team of 100  , how responsible do you feel towards achieving the overall result. Or more importantly, if you worked hard but the call centre targets were not met , will you still be recognized for your efforts?. Individual agent target setting is critical in not only improving you call centre performance, but for improving staff retention. A word of warning if the goals are set too high or there are conflicting targets ( such as short handling times combined with high sales targets) then you will make the situation worse. The key is  knowing what target should be set, AND giving the staff their results in a form that they understand. With the Investigators agent reports and exception reporting you can have the tools that will enable you to set these goals and publish the results.

Summary

	If you are not creating trend reports, then the investigator will open up information buried amongst the thousands of numbers you have stored in CCM. Information will be presented in easy to understand graphs.
	If you currently create graphs for trend analysis or for management, then The Investigator will reduce the time currently wasted on this task.
	The Investigator reports will allow you to set and report on Agent goals. Let you agents know that you care about their individual performances.

For you to make the right decision. You must know what's going on.