Business Situation Overview Virgin Mobile India’s management needed to visually review multiple Virgin Mobile India’s call centre management needed to review important performance indicators in real time to performance indicators in real time to ensure effective operations. However, their ensure effective call centre operations, yet relied on manual performance-report development processes were cumbersome, requiring manual reporting processes that delivered data extraction, manipulation, and conversion to a visual form for presentation. To unreliable and outdated performance information. address this challenge, Virgin Mobile India developed a visual performance dashboard using Microsoft® Visio® Professional 2010 and Microsoft® SharePoint® Solution The team developed a visual 2010 to dynamically link Visio to their external call centre data. The new solution performance dashboard using Visio provides dynamic, data-driven call centre dashboards that graphically illustrate Professional 2010 and SharePoint 2010 to dynamically link Visio to the performance through out-of-the-box functionality. Virgin Mobile India expects to company’s external contact centre data, which enabled access to near real-time realize a number of benefits from the Visio 2010 solution, including 2,880 annual performance data. labour hours saved, a 5% improvement in percentage calls answered, and increased Benefits customer satisfaction. 2,880 hours and approximately 600,000 INR of annual labor savings related to manual report generation 5% improvement in percentage calls answered due to effective online variance Clear visual presentation of near-real time performance data improves governance and removes operational/system inefficiencies, whether onsite or remote Improved call success and customer satisfaction
Business Situation Virgin Mobile India’s management needed to visually review multiple performance indicators in real time to ensure effective call centre operations, yet relied on manual processes that delivered unreliable and outdated performance information. Solution The team developed a visual performance dashboard using Visio Professional 2010 and SharePoint 2010 to dynamically link Visio to the company’s external contact centre data, which enabled access to near real-time performance data. Benefits 2,880 hours and approximately 600,000 INR of annual labor savings related to manual report generation 5% improvement in percentage calls answered due to effective online variance reporting Clear visual presentation of near-real time performance data improves governance and removes operational/system inefficiencies, whether onsite or remote Improved call success and customer satisfaction Overview Virgin Mobile India’s call centre management needed to review important performance indicators in real time to ensure effective operations. However, their performance-report development processes were cumbersome, requiring manual data extraction, manipulation, and conversion to a visual form for presentation. To address this challenge, Virgin Mobile India developed a visual performance dashboard using Microsoft® Visio® Professional 2010 and Microsoft® SharePoint® 2010 to dynamically link Visio to their external call centre data. The new solution provides dynamic, data-driven call centre dashboards that graphically illustrate performance through out-of-the-box functionality. Virgin Mobile India expects to realize a number of benefits from the Visio 2010 solution, including 2,880 annual labour hours saved, a 5% improvement in percentage calls answered, and increased customer satisfaction.
VirginMobileIndia_Visio2010_CS.docx