8/11/2019 Executive summary of Anlysis of Microsoft Call center performance

1/5

Tnci >hl 9

Rn`uo B`hsnoi 7

Me ghoonbhrntmhe wmt`6 Fhg`ie Au`e

Gnsi stujy >6 Gnoo gietir jntn nenoysms

Ixigutmvi Wukknry

Trhboik Jilmemtmhe6

Z`i gnoo gietir ms `nvmec `mc`ir He @hoj tmkis bignusi hl w`mg` gnoo gietir

pirlhrknegi ms jicrnjmec, rijugmec gusthkir sntmslngtmhe nej megrinsij gnoo rntis lhr

pnrtmguonr nppomgntmhes.

Metrhjugtmhe6

Z`i qunrtir `ns righrjij nokhst 24,444

kmeutis. Z`i jntnbnsi ghetnmes melhrkntmhe nbhut gnoos, nppomgntmhe enkis, gusthkir enkis,

mssui nej sirvmgi tmki, t`i he `hoj tmki hl gusthkir nej t`i oivio hl Wtnll w`h nttiejij t`i

gnoo. Jmlliriet Aiy Tirlhrknegi Mejmgnthrs (ATMs) `nvi biie ghesmjirij th nenoysi t`i jntn me

hrjir th jiviohp t`i stntus kinsuris nej ivnounti t`i pirlhrknegi hl t`i gnoo gietir me noo.

Z`i jhgukiets sukknrmzi t`i risuots hl nenoysms, ghegousmhes nej righkkiejntmhes nriknji bnsij he mt.

Me sukknry, mt gne bi snmj t`nt ml t`i pirlhrknegi he sirvmgmec t`i gnoos th prhvmji

lnst nej insy prhboik shoutmhes, ms mkprhvij substnetmnooy, t`iri whuoj bi eh khri gnoos spiet

he `hoj.

Ixpigtij Hutghkis6

Mkprhvmec pirlhrknegi hl t`i gnoo gietir sirvmgi th gusthkir wmoo rijugi t`i tmki

riqumrij th shovi ne mssui. Z`iri by megrinsi t`i gusthkir sntmslngtmhe. Z`ms nosh wmoo rijugi

t`i thtno rueemec ghst nej rijugmec gusthkir sirvmgi g`nrci ghesiquietoy.

Hvirvmiw6

Z`i gnoo gietir ms `nvmec pirlhrknegi mssuis riontij th t`i gusthkir sirvmgi kitrmg

He @hoj Zmki w`mg` ms viry `mc`. Lhoohwmec ms t`i nenoysms nbhut w`nt nej w`iri t`i

nehknomis omis bnsij he t`i stntmstmgno melhrkntmhe ghooigtij lrhk t`i jntnbnsi.

Znboi >Wirvmgi nej He @hoj tmki stntmstmgs

NppEnki

Nvirnci hl

WirvmgiZmkiKmes

Knx hl

WirvmgiZmkiKmes

Nvirnci hl

He@hojKmes

Knx hl

He@hojKmesNggiss >:.> 24>.> >.4 9=.7

Ixgio >>.< > >.7 93.4

ThwirThmet >>.: >7.: 92.3

Shrj >4.3 2:>.4 2.> 9=.0

Crnej Zhtno >>.0 2:>.4 >.9 9=.0

QGhohrRij6 Snremec mejmgnthr[

Z`i tnboi > s`hws t`i nvirnci sirvmgi tmki ms >>.09 sighejs w`irins knxmkuk

sirvmgi tmki ms 2:>.4> sighejs. Z`i nvirnci He @hoj tmki ms >.99 sighejs nej 9=.3= sighejs

knxmkuk w`mg` ms qumit `mc`.

8/11/2019 Executive summary of Anlysis of Microsoft Call center performance

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Tnci 2hl 9

Ixigutmvi Wukknry

Ivie t`huc` wi cit t`i melhrkntmhe nbhut rneci hl t`i he @hoj tmki, wi stmoo jh eht

cit melhrkntmhe nbhut `hw hltie t`i he `hoj tmki ms `mc`.

By t`i lhoohwmec crnp`, mt s`hws t`nt t`i nvirnci He `hoj kmeutis nri eht ivieoyjmstrmbutij bignusi shki gnoos nri `nvmec smcemlmgnetoy ohec He @hoj tmki t`ne ht`irs. By t`i

snki crnp`, mt gne bi siie t`nt t`i stnll oivio < ms `nvmec he `hoj tmki kug` `mc` t`ne ney

ht`ir stnll oivio ricnrjoiss hl gusthkir, jnys hl wiia hr ney ht`ir nttrmbuti. Z`huc` t`i He

@hoj kmeutis vnry by jny hl wiia, t`i prhboik khstoy pirtnmes th Wtnll oivio Jnys hl wiia nej stnll oivio illigt he He @hojnej Wirvmgi tmki

Crnp` 2 s`hws t`nt t`i nvirnci he `hoj tmki ms riontmvioy ohw lhr thtno eukbir hl gnoo

lhr Nggiss, mt ms omttoi `mc`ir lhr Ixgio nej ThwirThmet but smcemlmgnetoy ghkpnrnboi. Lhr

Shrj, mt ms viry `mc` lhr Insy oivio ghkpoixmtmis. Ns t`i eukbir hl gnoos lhr Shrj lhr Insy

oivio ghkpoixmtmis nri `mc`ir t`ne ney ht`ir nppomgntmhes nej ghkpoixmtmis ns wioo, t`i Wuk

hl He @hoj kmeutis ms nosh crintist (~>7,9=3 kmeutis). Z`nt kines pir gnoo nttiejij by

Wirvmgi Nciet, neht`ir gnoo ms he `hoj lhr nvirnci hl 2.:9 kmeutis. Me ghegousmhe, t`i

nppomgntmhes insy ghkpoix mssuis ieghurncmec khri eukbir hl gnoos nej tnamec kug` `ukne

rishurgis th rishovi, risuotmec `mc`ir he `hoj kmeutis pir eiw gnoo nej jicrnjmec

pirlhrknegi. Z`ms gne lurt`ir `iop us jitirkmei w`iri ixngtoy prhboik omis me pirlhrknegi

jicrnjntmhe.

4

2

:

4

>2

>:

> 2 7 : 9 < 3 > 3 2 7 : 9 < 2 7 : 9 4

Nvirnci hl WirvmgiZmkiKmes Nvirnci hl He@hojKmes

8/11/2019 Executive summary of Anlysis of Microsoft Call center performance

3/5

Tnci 7hl 9

Ixigutmvi Wukknry

Crnp` 2Nppomgntmhe nej ghkpoixmty illigt he He @hojnej eukbir hl gnoos

Z`i melhrkntmhe cmvis chhj pmgturi hl pirlhrknegi hl gnoo gietir. But mt whuoj bi

chhj mjin th kinsuri t`i Wirvmgi oivio. Z`i Wirvmgi oivio ms P% hl gnoos wmt`me ] sighejs.

Si gne usi t`ms kitrmg th kinsuri hur pirlhrknegi riontij th He @hoj tmki.

Wirvmgi Oivio; P% hl gnoo wmt`me oiss t`ne ] sighejs hl He@hoj tmki

Wh hur hvirnoo sirvmgi oivio, bnsij he t`i HONT jntnbnsi, ms =0.49% gnoos lnoos wmt`me 24

sighejs hl He @hoj tmki

Z`i crnp` 7 ms stmoo chhj iehuc`, but npprhxmkntioy 2% hl gnoos `nvi onrci `hoj tmkis,

S`mg` ms smcemlmgnetoy `mc`ir nej s`huoj bi rijugij th mkprhvi t`i pirlhrknegi hl t`i gnoo

gietir, t`imr by megrinsi prhjugtmvmty.

4

2444

:444

4444

>2444

>:444

>

8/11/2019 Executive summary of Anlysis of Microsoft Call center performance

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Tnci :hl 9

Ixigutmvi Wukknry

Crnp` 7Wirvmgi oivio lhr vnrmhus Nppomgntmhes nej hvirnoo

Ghegousmhe6

Z`i gnoo gietir ms `nvmec ohec gnoo wnmtmec hr smkpoy ohec He @hoj sighejs lhr

pnrtmguonr gnoos (:,4

8/11/2019 Executive summary of Anlysis of Microsoft Call center performance

5/5

Tnci 9hl 9

Riliriegis

(Gnoo Gietir ATM Ixnkpois, 24>7)

Aomplhomh (24>7).ATM ixnkpoi. Gnoo gietir ixnkpoi.

`ttp6//www.aomplhomh.ghk/rishurgis/apm-ixnkpois-thp-gnoo-gietir-kitrmgs

(MGKM, Gnoo Gietir Kitrmgs6 Aiy Tirlhrknegi Mejmgnthrs (ATMs), 24>7)

`ttp6//www.mgkm.ghk/Rishurgis/Zuthrmnos/Gnoo-Gietir-Kitrmgs-Aiy-Tirlhrknegi-

Mejmgnthrs-ATMs-

(BHGAOYEJ, OHRM1 @MEZHE, BRMNE 1, 2440)

`ttp6//www.strnticmgghetngt.ghk/pjl/GGXGhstXST.pjl

(Z`i Riphrt Nbstrngt nej Ixigutmvi Wukknry, 24>7)

`ttps6//hwo.iecoms`.purjui.iju/hwo/rishurgi/32