2 page Case Study - Posted 3/25/2008

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Global Bilgi

Call Centre Agents Improve Performance 3.7 Per Cent with Real-Time Monitoring Solution

Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data such as team call resolution times. Global Bilgi and Microsoft worked together to enhance the solution by providing real-time data. Since then, agents and team managers have improved key performance indicator targets by 3.7 per cent.

Business Needs

Global Bilgi provides call centre services in Turkey. Established in 1999, it has grown by 25 per cent on average year-on-year, and currently operates 54 per cent of the total call centre services in Turkey.

The company employs more than 5,000 agents who deal with approximately 85 million calls a year.

The market for call services is highly competitive and operator success is based on the volume of calls they can process, while still maintaining a high level of customer satisfaction. With this in mind, it is important that agents at Global Bilgi are encouraged to develop the skills and expertise to quickly and accurately resolve all customer interactions.

In 2006, Global Bilgi created an in-house product called Dashboard, to help its agents develop these skills. Dashboard works by electronically recording agent data—such as call length and customer waiting times—and presenting this data to a team manager through a desktop client.
By using Dashboard, managers can monitor agents’ performance, helping them to improve their call resolution. For example, if an agent consistently takes too long resolving customer queries, this information is highlighted to a manager, who can then provide advice to help them work faster.

Until then, Dashboard did not process data in real time, which meant that managers were slower to see and resolve problems as they occurred. This made it difficult for them to support individual agents to achieve their daily call quotas, or to help teams hit group targets in line with key performance indicators (KPIs).

Vildan Çal Özel, IT Portfolio Manager, Global Bilgi, says: “We wanted to make it easier for managers to improve team performance. We also wanted to create an environment where agents could assess their performance with colleagues—and improve their skills where necessary.”

Solution

In 2007, Global Bilgi and Microsoft worked together to deploy a solution that extends the range of data available through Dashboard and provides this to the desktop client in real time. The solution is also available on agent computers, and provides employees with information such as their daily call quotas and key performance targets. It is based on the Windows Server® 2003 operating system and Microsoft® Visual Studio® 2005 development system. Other components of the system include:

• Microsoft BizTalk® Server 2004, which integrates information from multiple agent applications, including data on call quality and performance, and bonus targets.
• Microsoft SQL Server® 2005 database software, which reliably manages all Dashboard data.
• Microsoft Systems Management Server 2003, to deploy and update the Dashboard application on individual computers. 

Features include:

• Team Leader Dashboard client—where managers can view their team and individual agent call data. They can also send messages to agents and relay advice and support on call resolution.
• Team Member Dashboard client—where agents can compare their call performance with their colleagues and against personal KPIs. The Team Member Dashboard also sends out regular quizzes to assess an agent’s knowledge of their business area.

Benefits

Agents across the company have improved their KPI targets by an average of 3.7 per cent since the new environment was deployed. Akalin says: “With Dashboard, team leaders have real-time call data at their fingertips, and can accurately measure team performance. They can now help agents resolve calls faster.” Agents can also view their own call performance and work towards successfully achieving their KPIs.

• Agents’ KPI scores have improved by 3.7 per cent across the company.
• Team leaders can help agents to resolve issues—such as difficult customer calls—by using instant messaging.
• Agents develop the skills to more quickly resolve calls.
• Agents can view their colleagues’ performance data, which motivates them to improve the volume and quality of calls they process.
• Customers receive fast and accurate responses to their queries.
• Team leaders are better equipped to organise and manage their team’s productivity because they can deal with issues as they occur.
• Managers can plan shift covers more accurately by using their knowledge of an individual agent’s strengths and weaknesses.
• Agents receive tailored training based on their responses to Dashboard questionnaires.

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