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TechAxes Business Intelligence solutions for Business Process Outsourcing (BPO) companies and Contact Centers is focused on performance management.
Performance Management in BPO and Contact Center
BPO and Contact Center performance management solution is a set of tools and practices that begin by
collecting data from customer interactions, analyzing it to understand customer intents
and insights and finally converting it into actionable recommendations that can improve
the performance of all departments.
Performance management can liberate managers from time-consuming data
collection and reporting and empower them to capture and share customer data
company-wide. The solution represents a series of measures and Key Performance
Indicators (KPIs) that must be captured, tracked and reported to ensure that departmental
objectives are being met.
 TechAxes solution integrates information from various systems within the BPO or Contact
Center and consolidates it into a single, easy to manage data repository for use in
providing personalized performance dashboards, automated reports and advanced
analytical capabilities including drill-down, sorting and filtering.
By accessing information from various datasources, you can set up different metrics to
measure performance inside a Contact Center from Agent to Management level.
Each BPO or Contact Center should determine which measurements are most meaningful for them considering the existing standards and success cases.
TechAxes enables multidimensional OLAP analysis and drill-down functionality to determine relationships between all your KPIs.
MAIN FEATURES OF TechAxes PERFORMANCE TECHNOLOGY
Web Based Unified Architecture: Analytical Dashboard with Unified Architecture consisting Dashboard, Query, Reporting and Analysis ( Olap ). Any individual could create multiple variations and analyze the reports, personalize and save his dashboard / report without the help of IT department. Dashboard Views of KPIs could be created and saved at all levels throughout the organization.
Self Service Analysis: Enable "self service" analysis by many people across an organization. Such analysis is performed intuitively by an end user whenever he or she needs it - without delay and without intervention by IT or other groups.
Consolidated view of Metrics: Shows simultaneously, snapshots of metrics/ performance on daily / wkly / monthly / qtrly / yearly basis, internal and external Benchmarking against targeted performance or goals and as well the performance improvement trends over a period on day to day/ wk to wk/ month to month / qtr to qtr basis . Management at different levels would like to see snapshots at different levels. The Analytical dashboards at all levels display tens of thousands to millions of data elements simultaneously.
Help Correlation and discovery: The intuitive user interface allows the end user to select subsets of multiple dimensions and then see the resultant intersection. It does drill down analysis from summaries view to a detailed level view. KPIs could be rolled up against Strategic Perspectives. It provides details about best performing and non performing parameters across the organization.
Consist big picture and all the details: The analytical dashboard is not just an output report - it's an interactive console. It shows the big picture while also leading to the details.
Has Navigation with one interface: The analytical dashboard enables summary-to-detail navigation - all in one interactive interface with the flexibility to Navigate.
Results Export to close the loop: Getting the answer is step one. Exporting it into standard reports is step two. Analytical dashboards are designed to facilitate action on insight through the export of results to other systems.
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By accessing information from various datasources, you can set up different metrics to
measure performance inside a Contact Center from Agent to Management level. ;)
TechAxes enables multidimensional OLAP analysis and drill-down functionality to determine relationships between all your KPIs.
