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CMC (Customer Management Center)

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

Bedrijfsprofiel

Regio: Europe, Turkey
Bedrijfstak: Services
Functie: Executive, Operations, Service & Support, Supply Chain, Human Resources

"QlikView’s minimal resource requirements in the development process, its rapid implementation, combined with a strong visual and analytical infrastructure, without the need for training, were all factors behind us saying ‘yes’ to QlikView."

—Gürkan Oktay, Assistant Director, Operations Support Reporting, CMC Call Center

Background

  • CMC Call Centre, one of the biggest outsourced call centers in Turkey since 2000, with over 3,000 employees, provides services to more than 70 local and foreign institutional customers in different industries. It serves customers through its five call centers in Turkey, four of them in Istanbul, and one in Malatya.

Challenges

  • Automate reporting tools for applications
  • Improve version controls for reports and encourage self service
  • Reduce dependency on Excel spreadsheet software

Solution

  • CMC Call Center deployed QlikView in just 30 days to improve reporting, encourage self service, and improve time to market with reporting, while reducing dependence on manual processes.

Benefits

  • 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

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