A proposed data mart for call center efficiency analysis

• Main Author: Reyes, Cherrie Christian Centeno
• Format: text
• Language: English
• Published: Animo Repository 2007
• Subjects: Data marts; OLAP technology; Call centers; Computer Sciences
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/3461; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/10299/viewcontent/CDTG004269_P.pdf
• Institution: De La Salle University

Information delivery through enterprise reporting plays a significant role in any industry. It not only measures the company's performance but also uncovers some facts hidden in the information about the business. However, this has become a challenge particularly to call centers using out-of-the-box reporting tools. The problems range from contradicting key performance indicators (KPIs), poor presentation of data abstraction, high time cost for information delivery and short data retention. This study centers on the three call center companies which use a common contact center platform to carry out their day-to-day customer service transactions and which face the same issues mentioned. To augment these problems, a data mart was developed that will serve as the centralized data repository. KPIs were gathered from these companies that will be the basis for the list of metrics contained in the reports. Online Analytical Processing (OLAP) tool was also employed in the proposed solution in order to give the users some flexibility on how they analyze the business.