Call Center Outsourcer Monitors Multi-Site Data

A Case Study with ClientLogic & Inova Solutions

The Challenge

ClientLogic, an international call center outsourcer, has thirteen call centers providing customer management services for clients worldwide. Some clients are spread across more than one call center, and most call centers service multiple clients.

Each call center drives an individual CMS at ClientLogic's National Operations Center in Nashville, TN. After receiving the CMS data, ClientLogic personnel often had to perform their own calculations, compiling separate reports by hand in order to understand the performance of clients spread across multiple call centers.

This resulted in slow development times and stale information.

The Solution

After consulting with managers and end users at ClientLogic, Inova's Business Solutions Group identified the need for a centralized, dynamic information portal, providing ClientLogic with a comprehensive toolkit to manage the data. This enables ClientLogic to, among other things: get an overview of performance across all the call centers; instantly delve deeper into more specific data streams, such as group performance or calls per agent; set special alerts to be activated whenever certain data thresholds are crossed; automatically compile reports in a data repository and compare them to real-time data.

Inova's solution took the form of a customized call center software package running the thirteen live feeds of information to a bank of eight plasma monitors in the Operations Center, and to separate desktops for executives. This solution delivers a consolidated and flexible view of multiple locations, enabling managers to relegate priorities, transfer call loads and receive alerts of irregularities. Historical data is written to an ODBC-compliant database for comparison and reporting functions. For example, real-time data can be compared against historical data for an immediate appreciation of – and response to – any trends or unusual situations.

The Results

Unshackled from the need to scan and process information from thirteen separate CMS displays, ClientLogic managers have been able to significantly raise the efficiency of the Operations Center. They set custom thresholds for data streams, and are able to examine a site's or individual client's performance at a glance. Upper-level executives and senior officers view this real-time information at their desks, bringing them closer to the data and, by extension, closer to the processes they oversee and for which they are responsible. Exception events and data thresholds trigger color-coded alerts on both the executives' screens and the master bank of plasma displays in the Operations Center. ClientLogic personnel can immediately focus on an emerging situation and drill down for more specific information as needed, all in real time.

The greatest timesaver is the elimination of manual report development. Inova's solution continuously runs report scripts, overseeing the volumes of live data. Reports are generated and archived automatically. Response time is significantly faster, and with an estimated 40% time savings, managers are able to focus on current priorities rather than labor-intensive data-scanning.