What to monitor in a Call Centre ?

Now after setting up the call centre as elaborated in the foregoing and www.ospforohsopolite.blogspot.com, how do you oversee the company performance and take corrective actions to reach goals or results?

Under intuitive or ad hoc system, an enterprise would depend on staff to give their own reports on performance.

The company can now depend on management (variances) reports from the call-centre to provide truthful and objective reporting with greater accountability and transparency.

You will recall that call centre processes tasks in "input no. and output no. (following OSP file-list) on individual task generating feedbacks at the same time with coordination and knowledge application.

ADMINISTRATION

In administration, tasks are now performed to attain in-built quality-time-cost competitiveness set within administrative forms e.g. quotations form, purchase order etc to attain results confirmed by "Input No." through the call centre MR.

MONITORING TASKS FROM CALL CENTRE:

Thus from the call centre processing of tasks an enterprise is now monitoring overall company performance as follows:-

In operations, performances are no longer subjective depending on supervisors' ad hoc or personal biases but supported by objective quality-time-cost standards and quantified as variances of "1" on simple core activities to attain organizational efficiency and results.

Both administration and operations are processed in hands-on controls to avoid wastages, inefficiencies and malpractices arising from better organizational coordination and quality-time-cost requirements as stated in the foregoing.

Department Reports (DR) generate quantified feedbacks on core activities as follows:-

(1) 1st Column : set Core Activity 1 - assigned Parameters (a) xxx (b) yyy (c) etc
(2) 2nd Column : set Core Activity 2 - assigned Parameters (a) xxx (b) yyy (c) etc

The Call Centre (MR) keeps tab on overall administrative and operation tasks based on variances or "1" for "not attained", "2", attained and "3" as excellent.

The entire business on simple three-levels: (Level 1=MR) (Level 2 = DR) and (Level 3 = WF) hierachy based on logical work processes through the call centre. With fine tuning and adjustments, your enterprise will attain quality-time-cost excellence and economic competitiveness in no time.