answered, and an increase in India estimates that these customer satisfaction. improvements, including a 5% improvement in percentage calls Visio 2010 serves as the visual answered, will drive improvements to to the contact centre operational key performance indicators such as performance data, providing users variance and billing, and help with both real-time performance improve customer satisfaction by visibility and the ability to drill down reducing any negative trends in calls to additional detail when necessary, answered. either remotely or from their desks. According to Sanjay Singh, General Microsoft Visio 2010 Manager of Operations, Virgin The advanced diagramming tools of Mobile India, "The Visio 2010 Microsoft® Visio® 2010 help you capability to quickly place real time simplify complexity with dynamic, contact centre call data onto data-driven visuals and new ways to SharePoint Server2010 has helped share on the Web in real-time. Start the Operations Team multifold. Now by building your diagram with a we can compare call trends and diverse set of professional-looking monitor KPI’s [Key Performance templates and modern, pre-drawn Indicators] like answered calls, shapes. Then, easily link your percent variance, percent diagram to popular data sources abandoned, etc., and work towards (such as Microsoft® Office Excel®). effectively resolving any service You’ll see data automatically refresh quality issues much faster to drive right within your diagram, reflected customer satisfaction.” in vibrant visuals such as icons, The new Visio 2010 solution will also symbols, colors, and bar graphs. eliminate the manual multi-step data Finally, with just a few clicks, publish extraction and reporting process. your data-linked diagram to Across the five daily performance Microsoft® SharePoint® Server reports developed by each call 2010, and provide access to others centre, Virgin Mobile India estimates on the Web, even if they don’t have the solution will save 240 hours per Visio. Together, simplicity, month, or 2,880 hours annually shapes, and Web sharing (approximately 600,000 INR). make Visio one of the most powerful ways to see and understand With the new solution in place, important information. management now has automated reporting of near real-time and For more information about reliable data in a dashboard format Microsoft Visio 2010, go to: to increase effectiveness of contact centre operations. Virgin Mobile
answered, and an increase in customer satisfaction. Visio 2010 serves as the visual to the contact centre operational performance data, providing users with both real-time performance visibility and the ability to drill down to additional detail when necessary, either remotely or from their desks. According to Sanjay Singh, General Manager of Operations, Virgin Mobile India, "The Visio 2010 capability to quickly place real time contact centre call data onto SharePoint Server2010 has helped the Operations Team multifold. Now we can compare call trends and monitor KPI’s [Key Performance Indicators] like answered calls, percent variance, percent abandoned, etc., and work towards effectively resolving any service quality issues much faster to drive customer satisfaction.” The new Visio 2010 solution will also eliminate the manual multi-step data extraction and reporting process. Across the five daily performance reports developed by each call centre, Virgin Mobile India estimates the solution will save 240 hours per month, or 2,880 hours annually (approximately 600,000 INR). With the new solution in place, management now has automated reporting of near real-time and reliable data in a dashboard format to increase effectiveness of contact centre operations. Virgin Mobile India estimates that these improvements, including a 5% improvement in percentage calls answered, will drive improvements to key performance indicators such as variance and billing, and help improve customer satisfaction by reducing any negative trends in calls answered. Microsoft Visio 2010 The advanced diagramming tools of Microsoft® Visio® 2010 help you simplify complexity with dynamic, data-driven visuals and new ways to share on the Web in real-time. Start by building your diagram with a diverse set of professional-looking templates and modern, pre-drawn shapes. Then, easily link your diagram to popular data sources (such as Microsoft® Office Excel®). You’ll see data automatically refresh right within your diagram, reflected in vibrant visuals such as icons, symbols, colors, and bar graphs. Finally, with just a few clicks, publish your data-linked diagram to Microsoft® SharePoint® Server 2010, and provide access to others on the Web, even if they don’t have Visio. Together, simplicity, shapes, and Web sharing make Visio one of the most powerful ways to see and understand important information. For more information about Microsoft Visio 2010, go to:
VirginMobileIndia_Visio2010_CS.docx