UTOPIA – Software applications solution modules
Network Operations Centre (NOC)
Centralized Planning, Workforce management and Real Time Management of Call Flow across the Enterprise Network.
Encompasses all functionalities related to Workforce Management i.e., Forecasting, Staffing Scheduling, Web Rostering and Real Time Administration.
Data Convergence with built in Logic, mapped to the output, the SLAs (contractual agreements).
Analytics (validate the contract output) + Map As is process, identify key drivers ( with degree of impact by each), identify variance between sites if any – baseline all Service level Agreements
Enterprise level planning - Forecasting methodologies customized to understand and incorporate industry specific variables, enterprise specific business dynamics as well as applied statistical analysis and workload balancing techniques.
Operations Management system
SAT (Statistical Analysis Tool) – A unique and powerful solution which combines: -
- Statistical validated sampling
- Six sigma methodology of correlation and regression
- Digitization
Operations analytics to manage operations by “Variation”. A supervisor is able to see variation drivers real time in his team, is able to break down the variation into its sub parts and also gets the understanding from the system on how much does these variations need to improve to get the output all green. The methodology is real tie and ensures proactive management of metrics on the operations floor
Quality Management
- Real time monitoring systems
- Quality coaches
- Gage repeatability and reproducibility analytics
- Call type defect analytics
- Customized one pager per agent feedback system
Training
Human resource Management
- Proactive attrition management Analytics
- Online, Employee satisfaction surveys
E learning and self evaluation systems
Performance based learning system, with in-built “confidence measurement”, meters to gauge an agents grasp on the process.
E learning modules, customized modules around issues mentioned in the consulting section.
Control and Review Systems
Taking simple dashboards and balanced scorecard concept to a much higher level, where a complete perspective around productivity, quality, discipline, utilization is visible to each supervisor level, as well as the agent.
Designed to enhance self supervision at all levels and create “self managed teams”
Performance data – Real time, Trends and standalone Data points,
Right information, right format, to the right audience, at the right time
Self monitoring tool, where an agent can view his performance as today, last quarter and simulate the results as they would be at the end of the performance period. The same logic applies to managers
Customized and user friendly format ensures quick acceptability and ease of use.
Ability to drill up to a business leader and drill down to an agent.
Real Time Comparatives between agents, team, queues, supervisors, etc.
The logic above has been extended to comparing the performance of different Vendors both as standalone data points and as trends.
Vendor Management Solution: -
- Vendor to Vendor comparison
- Vendor to benchmark
- Vendor to future performance simulation comparison.
Driving the Vendor relationship effectively through the contract.
Effective “Partnership”, with the Vendor.
Ability to evaluate and raise the benchmark.
Ability to analyze the current , Service level agreements and re baseline the same if needed.
Standardize reporting across all vendors and proactive management of the relationship (before the breakdown occurs).
