Management Information Systems (MIS)

Author: CCa2z

Date: 20th October 2009

Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation.

Real-time systems track incoming and outgoing performance including call volumes and service level performance.

Information is tracked at agent group level and individual agent level.

Many historic reports are available to enable detailed analysis to be undertaken.

A requirement for any contact centre is a MIS Analyst who will interrogate historic reports to provide daily output at either contact centre level and/or team/agent level.

It is only by studying historic performance can perfromnace improvements be made.


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