Reference no: EM133837655

Question

Real-time Control System: Creation of several easy-to-read dashboards and quality heat maps which will help agents, supervisors and executives to understand current performance and how it relates to the team and overall goals. Ideally, the new system should be able to provide an aggregated view of real-time and historical data in addition to regular reports. Agent scorecards and recorded calls should also be accessible through the new system for easy drill down within the same tool.

Remote Trainings: The call centre agents need to be aware about changing industry trends and should be able to adapt according to the technological advancements. In a call centre industry, these upgradations or add-ons happen way too fast. Creating a mechanism to carefully hand-pick strategies to train all the remote call centre agents accordingly, via video, voice or chat modules.

Continuing Profitability: Continuing to grow business income by 10% annually by reducing the physical costs associated with business premises management, improving the IT systems for the business and minimising the human resource costs associated with the move particularly associated with redundancy, recruitment and training by using innovative cloud based solutions., Appraise these business objectives in order to determine potential projects.