Real Time Operations Control

[philzz]

Hello,

I would like to know what tools / metrics can be used to identify the performance and opportunities in a contact center. How to monitor, analyse and manage the Real Time Operations Control which can lead to better business planning and which in turn could optimize the operational performance.

I appreciate if you can help me with indepth understanding of identification and implementation for the overall performance of the contact center ( Both in-bound and out-bound )

Thanks in advance for all the suggestions and inputs.

Regards
philzz

[felix]

It's not really all that clear to me what you are searching for..
If you are looking for tools to follow up on key call center metrics, I can tell you that we use Avaya's CMS. It's a quite complete software that enables the call center to obtain metrics on almost anything.

regarding what to measure on call centers, It might depend on the level.
When measuring queues for inbound contact centers, we normally measure things like:
Conversion rate (for sales queues)
Abandonement Rates
Avg speed of answer
Avg handle time
Avg agent occupancy
Service level compliance (% of calls handled within your defined service level agreement )
After call work time
Calls offered
Calls handled
Etc..

This information measured in 30 min or 1 hour intervals should give you a clear understanding of your daily performance. At the call center in which I work for, we have implemented a continuous monitoring procedure, in which we are following all metrics for all queues, every 30 minutes.

I hope this information helps.
Regards.

[philzz]

Hi Felix,

Thanks for the information. Actually I am new to this role and Im looking at an indepth information with regard to what are the things that go into it to monitor any particular operations/campaign Real Time for both inbound and outbound call center.

We are at present about 200 employees calling for an out bound campaign.

And would like to know what are the roles and responsibilities of an Real Time Operations Control Manager and what are the necessary metrics that are required to control and manage the operations floor in a contact center. Also, require help in understanding how and what type of reports need to be prepared for both inbound and out bound contact center.

Thanks once again for the information provided.

Regards
philzz

[felix]

The way we handle it, we have a department specifically to monitor and ensure operations levels. This department on it's own notifys operations manager on real time by pager an email, regarding any critical situation which they might come across.
This company being an outsourcer, we have many different queues, and we provide ops information needed for all of them.

Operations managers are in charge of developing strategy and take action regarding any critical issue around the floor, we just inform in a timely manner and make sure they have the right information at the right time.
How?
Monitoring all queues critical levels every half hour
Monitoring all technology related issues.
Sending alerts regarding tardies/abscences to ops managers and supervisors on 30 min windows.
Sending alerts regarding critical levels which are monitored every 30 minutes (pager and email)
Sending alerts and contacting the right people at the right time in case of technology failure to ensure fast and prompt response.


This works awesome in the environment that we have, due to the diversity of queues and the size of the company. We have great tools which enable us to react so fast, such as:
Avaya CMS
IEX
Internal intranet and reporting tools
Internal real time adherence tools


Now if you have an environment in which you don't have that many queues, perhaps just one or two, you can combine workforce management and real time operations management. Scheduling and forecasting as well as real time ops control.

I guess it depends a lot on the kind of resources that you have, what are your priorities and how much are you willing to spend on it.

Brgrds..

[hmuttagi]

performance tracking by real time monitoring is being implemented in most of the top global contact centers today. Every system gives it's report but the KPI of a contact center is defined by consolidation of reports from various systems like ACD,WFM,etc. There are tools like Inova Light link which automate these routines by pulling relevant group specific stats and displaying it either on wall boards,desktop,email or web. Since information availability prior to crisis or at the start of crisis helps effect corrective actions a real time monitoring tool helps boost productivity and performance optimization.