CMC Call Center Monitors Institutional Performance and Goals in Near Real Time with QlikView

• 分析与建模 - 实时分析

• 电信
• 汽车
• 金融与保险

• 实时定位系统 (RTLS)

• 数据科学服务
• 系统集成

Before the implementation of QlikView, CMC Call Center faced several challenges. They had issues with viewing reports from different angles and the need to monitor departments separately. They experienced performance-related problems in terms of report queries, access to information in different applications, and version changes. The lack of a flexible platform led to delayed decision-making. Additionally, when users sent similar queries direct to the operating system, a heavy load built up on the system itself. When business units wanted to make advanced-level and value-added analyses, they needed to devote more time to preparing reports. Since the reports were not prepared in a standard format, the preparation of new reports suitable for each changing request exacerbated the workload of both the operating and IT teams.

CMC Call Center is one of the largest outsourced call centers in Turkey. Established in 2000, with more than 3,000 employees, it has been providing services to over 70 customers in a variety of industries, from financial services to telecommunications, and from the automotive industry to energy. CMC, while continuously developing its service portfolio in line with changing and developing requirements, provides services for customer relations, telesales and telemarketing, collection management, social media customer services, and technical support. CMC aims to provide excellent customer relations services to firms, with state-of-the-art technology, skilled employees, efficient process management, and low-cost call center solutions. According to the 2010 results of ‘Turkey’s First 500 Telecommunications Companies’ survey, carried out every year by Interpromedya, CMC has climbed 12 places to 71st position, ranked 29th in the services’ category. It was among the top three in the call centers’ class - an indication of its on-going progress and development.

CMC Call Center chose the QlikView business intelligence application to develop its business processes. QlikView’s minimal resource requirements in the development process, its rapid implementation, ease of use, maintenance and support, combined with a strong visual and analytical infrastructure, all played a significant role in the final decision. One of the most important factors was from the viewpoint of the user - there was virtually no training required. The fact that QlikView could be used by employees without training convinced CMC that they could carry out a successful deployment. QlikView was able to aggregate all reports in a single document, establishing a standard, reducing the workload of those who were preparing the reports, and even automate formats to be sent to customers.

• Combined modelling and prefacing within the same platform
• Developed single platform to provide graphic data, flexibility, and rapid reports
• Provided appropriate analysis from senior management to end-users

• CMC Call Center deployed QlikView in just 30 days
• CMC has climbed 12 places to 71st position, ranked 29th in the services’ category