Management would have to ask enabled them to display near-real operations managers on the contact time performance data. The new centre floor to publish status reports solution provided users with every two to three hours to report dynamic, data-driven call centre performance. Each time a report was dashboards that visually illustrated developed, two to three people each contact centre’s performance would extract, analyze, and visually through out-of-the-box functionality present the performance data; each of Visio 2010 and Visio Services. report would generally take 30 minutes to generate. Virgin Mobile India selected Visio 2010 to drive its solution for a number of reasons, including the Virgin Mobile India wanted a ability to visually represent dashboard that could both provide performance data, ease of use, and visual insight into real-time simplified back-end data integration. operations at each of the four call According to Carl Ambrose, CIO of centres and be accessible remotely. Virgin Mobile India, “There were To address these reporting many reasons why we chose Visio. I challenges, Virgin Mobile India think the clincher for us was being turned to Microsoft® Visio® 2010. able to visually represent all the information we wanted so that it Solution would be easier for users to actually To design their solution, Virgin see the data. Any issues will catch Mobile India’s operations division your eye very quickly, because you started with five key contact centre can review performance graphically.” performance reports, which addressed metrics such as call “Visio is very easy to use without volume, number of agents, call customization, and because it is very resolution, call abandonment, and similar to other Microsoft® Office variance. With their key performance programs our end-users can quickly indicators required for the solution adapt and start using the tool,” identified, the team set out to design explained Rajesh Negi, Project a visual performance dashboard Manager, Virgin Mobile India. using Visio 2010. Benefits The Operations team developed a Virgin Mobile India expects to realize performance dashboard using Visio a number of significant benefits from Professional 2010 and Visio Services their Visio 2010 solution, including in Microsoft SharePoint® 2010 to 2,880 annual labour hours saved, a dynamically link Visio to its external 5% improvement in percentage calls contact centre Oracle IVR data, which
Management would have to ask operations managers on the contact centre floor to publish status reports every two to three hours to report performance. Each time a report was developed, two to three people would extract, analyze, and visually present the performance data; each report would generally take 30 minutes to generate. Virgin Mobile India wanted a dashboard that could both provide visual insight into real-time operations at each of the four call centres and be accessible remotely. To address these reporting challenges, Virgin Mobile India turned to Microsoft® Visio® 2010. Solution To design their solution, Virgin Mobile India’s operations division started with five key contact centre performance reports, which addressed metrics such as call volume, number of agents, call resolution, call abandonment, and variance. With their key performance indicators required for the solution identified, the team set out to design a visual performance dashboard using Visio 2010. The Operations team developed a performance dashboard using Visio Professional 2010 and Visio Services in Microsoft SharePoint® 2010 to dynamically link Visio to its external contact centre Oracle IVR data, which enabled them to display near-real time performance data. The new solution provided users with dynamic, data-driven call centre dashboards that visually illustrated each contact centre’s performance through out-of-the-box functionality of Visio 2010 and Visio Services. Virgin Mobile India selected Visio 2010 to drive its solution for a number of reasons, including the ability to visually represent performance data, ease of use, and simplified back-end data integration. According to Carl Ambrose, CIO of Virgin Mobile India, “There were many reasons why we chose Visio. I think the clincher for us was being able to visually represent all the information we wanted so that it would be easier for users to actually see the data. Any issues will catch your eye very quickly, because you can review performance graphically.” “Visio is very easy to use without customization, and because it is very similar to other Microsoft® Office programs our end-users can quickly adapt and start using the tool,” explained Rajesh Negi, Project Manager, Virgin Mobile India. Benefits Virgin Mobile India expects to realize a number of significant benefits from their Visio 2010 solution, including 2,880 annual labour hours saved, a 5% improvement in percentage calls
VirginMobileIndia_Visio2010_CS.docx