Qlik > Case Studies > CMC Call Center Monitors Institutional Performance and Goals in Near Real Time with QlikView

CMC Call Center Monitors Institutional Performance and Goals in Near Real Time with QlikView

Company Size

1,000+

Region

Asia

Country

Turkey

Product

QlikView

Tech Stack

SQL
Informix
Excel

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Automotive
Finance & Insurance
Telecommunications

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services
System Integration

About The Customer

CMC Call Center is one of the largest outsourced call centers in Turkey. Established in 2000, with more than 3,000 employees, it has been providing services to over 70 customers in a variety of industries, from financial services to telecommunications, and from the automotive industry to energy. CMC, while continuously developing its service portfolio in line with changing and developing requirements, provides services for customer relations, telesales and telemarketing, collection management, social media customer services, and technical support. CMC aims to provide excellent customer relations services to firms, with state-of-the-art technology, skilled employees, efficient process management, and low-cost call center solutions. According to the 2010 results of ‘Turkey’s First 500 Telecommunications Companies’ survey, carried out every year by Interpromedya, CMC has climbed 12 places to 71st position, ranked 29th in the services’ category. It was among the top three in the call centers’ class - an indication of its on-going progress and development.

The Challenge

Before the implementation of QlikView, CMC Call Center faced several challenges. They had issues with viewing reports from different angles and the need to monitor departments separately. They experienced performance-related problems in terms of report queries, access to information in different applications, and version changes. The lack of a flexible platform led to delayed decision-making. Additionally, when users sent similar queries direct to the operating system, a heavy load built up on the system itself. When business units wanted to make advanced-level and value-added analyses, they needed to devote more time to preparing reports. Since the reports were not prepared in a standard format, the preparation of new reports suitable for each changing request exacerbated the workload of both the operating and IT teams.

The Solution

CMC Call Center chose the QlikView business intelligence application to develop its business processes. QlikView’s minimal resource requirements in the development process, its rapid implementation, ease of use, maintenance and support, combined with a strong visual and analytical infrastructure, all played a significant role in the final decision. One of the most important factors was from the viewpoint of the user - there was virtually no training required. The fact that QlikView could be used by employees without training convinced CMC that they could carry out a successful deployment. QlikView was able to aggregate all reports in a single document, establishing a standard, reducing the workload of those who were preparing the reports, and even automate formats to be sent to customers.

Operational Impact

Combined modelling and prefacing within the same platform
Developed single platform to provide graphic data, flexibility, and rapid reports
Provided appropriate analysis from senior management to end-users

Quantitative Benefit