This client of Metrica is a global powerhouse in engineering and electronics space. This company is active in the areas of Information and Communications, Automation and Control, Power, Transportation, Medical, and Lighting.They provide innovative technologies and comprehensive know-how to benefit customers in 190 countries.The contact center and back office outsourcing arm of this global major chose Metrica’s CenterWorks suite of solutions for addressing productivity and efficiency issues in their service delivery centers across multiple locations.
Business Challenges
They were facing several challenges in improving the productivity of their staff and overall efficiency of their contact center.
Their primary issues were:
- Inability to distribute detailed performance data directly to the agents on time
- Low supervisor effectiveness who typically spends 2 to 3 hours per day in collating data from multiple systems for management reporting in MS Excel sheets
- Lack of collaborative tools to share and discuss performance data
- The senior management had no visibility of historical performance data for trend analysis
- Lack of a method to transfer agents across teams without hampering their past performance data
- Use of paper based method to track sales details
- Lack of a formal training effectiveness evaluation system
- Complaints about monthly incentive calculation and performance appraisal
- Lack of a formal attendance tracking system for calculating staff shrinkage
Solution Offered
After conducting a study of their pain areas and existing systems, Metrica implemented KPIAnalyzer, MyReflector, HR Workflow, Custom Reports Engine (CRE) and Training Workflow modules of CenterWorks suite. Several new drill-down reports were developed to capture data from ACD, excel sheets and papers.
A portal was set up to share performance data and knowledge base to improve communication and collaboration among various teams.
Metrica’s professional services team worked with the client’s operations team to understand their pain areas and customize CenterWorks modules to address those pain areas. Customization work involved development of several workflows, reports and dashboards at site.
Business Benefits
CenterWorks solution provided the people in the contact center an entirely new work environment. It empowered them with data that enabled self-correction and helped the management to streamline people related processes.
The following were the results observed after 4 weeks of implementation of CenterWorks suite:
- For the first time the agents were able to see their performance on time which otherwise took several days. They were also able to see their own rank in the center which motivated them to move up in the ranking. The AHT for the center went down by 7% and sales increased by 3%
- Since the MIS reports were automated, the supervisors were able to spend more time in coaching the agents on the floor. The same number of supervisors was able to manage a larger workforce with a lot of ease.
- The senior management was empowered with critical data to identify performance bottlenecks
- The effectiveness of the training became measurable for the first time through quizzes and other tools in CenterWorks
- The following people related processes were automated which increased overall satisfaction level of staff
– Team transfers
– Incentive calculation
– Quarterly performance appraisal
– Attendance tracking
– Maintenance of agent’s personal file and track record.
