Real time Performance Metrics and Continuous Improvement
The FCC platform includes a rich performance database which captures the details of every call process performed by each agent.
You have access to the overall call duration (cycle time) and the detail of each call including:
- Duration of each activity
- Results of every business decision
- Routing of each decision/branch
- Name and organisation of agent who managed the call
- Name and organisation of each specialist who supported the agent in resolving the call
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These statistics are stored in a separate database which can be interrogated by your process improvement specialists or the T-impact process improvement team to identify trends and opportunities for improvement.This is also a useful tool to measure the effect of changes instigated – e.g. to monitor effectiveness of improvements.
Continuous Improvement and Innovation
Controlled Experimentation
- The FCC platform enables changes to be activated for discreet teams within your call centre, while the remaining agents run on the existing capability. This enables you to trial changes to your call processes with a team, monitoring the effectiveness using the performance metrics. If your improvement goals are not met, you can analyse the behaviour of agents and refine the changes to obtain the desired behaviour without impacting your core team.
- The core platform is built on IBM BPM 7.5 (Lombardi) with communication and integration toolkits to support agent handling, real time call management, inbound & outbound communications and front office – back office collaboration and integration with your existing IT applications.
