| operator scorecard, monitoring, operator, performance, evaluation, evaluate, phone-call, measuring, scoring, report, data sheet, customer service, employee, software |
Operator Scorecard Monitoring Software automates the process of
capturing performance information, converting it to metrics across your
facility or enterprise, and generates reports that demonstrate actual
performance in revealing detail.
Phi Division first developed the Operator Scorecard (OSC) Monitoring software for T-
Mobile's call center monitoring group. The operator scorecard monitoring system
evaluates operator performance, continuously monitoring productivity to measure
improvement and identify new opportunities. Data collector “hooks” monitor customer
service phone-calls at call centers as calls are processed, with virtually all associated
information stored in an integrated database. The system rolls up data into information
that provides a clear view of current performance and direction to operational
improvement. With the operation scorecard monitoring system you can set unique score
systems and statistics. Broad formatting options, convenient exporting choices make this
monitoring software highly flexible and easy to use.
Employees may view finished riports of their own earlier performance.
capturing performance information, converting it to metrics across your
facility or enterprise, and generates reports that demonstrate actual
performance in revealing detail.
Phi Division first developed the Operator Scorecard (OSC) Monitoring software for T-
Mobile's call center monitoring group. The operator scorecard monitoring system
evaluates operator performance, continuously monitoring productivity to measure
improvement and identify new opportunities. Data collector “hooks” monitor customer
service phone-calls at call centers as calls are processed, with virtually all associated
information stored in an integrated database. The system rolls up data into information
that provides a clear view of current performance and direction to operational
improvement. With the operation scorecard monitoring system you can set unique score
systems and statistics. Broad formatting options, convenient exporting choices make this
monitoring software highly flexible and easy to use.
Employees may view finished riports of their own earlier performance.
Operator Scorecard (Monitoring)
Measures productivity and quality
with real-time intelligence
Measures productivity and quality
with real-time intelligence
_____________________________________________
You may define the operator monitoring parameters by the different types of calls. You can
also create categories, list goals and possible deviations along with score values and
calculation methods.
also create categories, list goals and possible deviations along with score values and
calculation methods.
You can also define elements without any score values, or unique types of elements (eg.
offer given: 1 score / not given: -1 score / not applicable: 0 score.
Scoring is carried out on data sheets. You can evaluate any number of calls on a data
sheet. The average result of the calls will be taken as the result on the data sheet:
offer given: 1 score / not given: -1 score / not applicable: 0 score.
Scoring is carried out on data sheets. You can evaluate any number of calls on a data
sheet. The average result of the calls will be taken as the result on the data sheet:
A scoring sheet will be filled out at each phone call. Depending on the call-type, any
number of objective / deviation + deviation score pair can be set on the scoring sheet,
organized in categories. These deviation scores along with their rules provide the end
result of the scoring sheet. In order to improve employee performance, you may add notes
to each of the categories of the scoring sheet. (It is possible to reach more than one goals
within an individual phone-call, therefore deviation or error scores can be set according to
projects.
With the reporting module of the application, any number of reports (evaluation statistics)
may be exported to Excel from the data saved and stored in the monitoring system:
number of objective / deviation + deviation score pair can be set on the scoring sheet,
organized in categories. These deviation scores along with their rules provide the end
result of the scoring sheet. In order to improve employee performance, you may add notes
to each of the categories of the scoring sheet. (It is possible to reach more than one goals
within an individual phone-call, therefore deviation or error scores can be set according to
projects.
With the reporting module of the application, any number of reports (evaluation statistics)
may be exported to Excel from the data saved and stored in the monitoring system:
Technical overview
Az Operator Scorecard (OSC) Monitoring system runs on 32 bit Windows operation
system, connecting to the database through ADO interface.
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Combination with other products
Input data:
Results (employee statistics recorded by the OSC system):
Az Operator Scorecard (OSC) Monitoring system runs on 32 bit Windows operation
system, connecting to the database through ADO interface.
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Combination with other products
Input data:
- The OSC system draws employees' core data and rights from the WFMS
database, therefore it is connected to the database maintained by Phinesse /
WFMS and Csiribiri .
Results (employee statistics recorded by the OSC system):
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| PHI DIVISION |
PHI Division is a Hungarian software engineering company specializing in workforce optimization solutions, strategic planning and performance management softwares for call centers.
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| © Phi Division Ltd, Hungary |
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