Microsoft Visio 2010

Customer Solution Case Study

Mobile Telecommunications Provider Improves Call

Centre Management with Visual Performance
Dashboard
Virgin Mobile India Improves Saves 2,880 Labor Hours with
Visio 2010 and SharePoint® 2010

Overview “The end goal for any call centre is to increase

Country or region: India
Industry: Wireless Service
customer satisfaction, and using this tool will
Providers help us improve customer satisfaction through
automating the reporting process and providing
Customer Profile
Virgin Mobile India, a joint venture information in real time.”
between Tata Teleservices and Carl Ambrose, Chief Information Officer, Virgin Mobile India
Virgin Mobile, is India’s ‘first’
national youth-focused mobile
service. Overview
Business Situation Virgin Mobile India’s call centre management needed to review important
Virgin Mobile India’s management performance indicators in real time to ensure effective operations.
needed to visually review multiple
performance indicators in real time However, their performance-report development processes were
to ensure effective call centre cumbersome, requiring manual data extraction, manipulation, and
operations, yet relied on manual
performance-reporting processes conversion to a visual form for presentation. To address this challenge,
that delivered unreliable and Virgin Mobile India developed a visual performance dashboard using
outdated performance information.
Microsoft® Visio® Professional 2010 and Microsoft® SharePoint® 2010 to
Solution dynamically link Visio to its external contact centre data. The new
The team developed a visual
performance dashboard using Visio solution provides users with dynamic, data-driven call centre dashboards
Professional 2010 and SharePoint
2010 to dynamically link Visio to that graphically illustrate performance through out-of-the-box
the company’s external contact
centre data, which enabled access functionality. Virgin Mobile India expects to realize a number of benefits
to near real-time performance
data. from their Visio 2010 solution, including 2,880 annual labour hours saved,
a 5% improvement in percentage calls answered, and an increase in
Benefits
 2,880 hours and customer satisfaction.
approximately 600,000
INR of annual labor
savings related to
manual report
generation
 5% improvement in
percentage calls
answered due to
effective online
variance reporting
 Clear visual
presentation of near-
Microsoft Visio 2010
Customer Solution Case Study

Mobile Telecommunications Provider Improves Call

Centre Management with Visual Performance
Dashboard
Virgin Mobile India Improves Saves 2,880 Labor Hours with
Visio 2010 and SharePoint® 2010
“The Visio 2010 capability to (approx. centre India call
quickly place real time contact Situation
US$17 billion). operations are centre
centre call data onto Virgin Mobile,
made up of management
a leading
SharePoint Server2010 has Virgin mobile four separate relies on a
branded
helped the Operations Team services are contact number of
venture
being offered centres, daily and
multifold.” capital
to consumers staffed by weekly
organization,
by Tata approximately standalone
Sanjay Singh, General Manager of is one of the
Teleservices 600 graphical
Operations, Virgin Mobile India world's most
through a employees. Interactive
recognized
brand As with all call Voice
and respected
franchise with centres, Virgin Response
brands.
the Virgin Mobile India’s (IVR) and
Conceived in
Group. Virgin call centres Queue reports
1970 by Sir
Mobile India is generate large to review
Richard
an association quantities of trends,
Branson, the
between data which analyze
Virgin Mobile
Virgin Group must be performance,
Group has
and Tata collected and and support
gone on to
Teleservices, analyzed to be decision
grow very
wherein Virgin of use to making.
successful
Mobile India company
businesses in
will provide management. One of the key
sectors
Tata challenges
ranging from
Teleservices Current Virgin Mobile
mobile
with Challenge India’s call
telephony, to
experience Virgin Mobile centre faces is
transportation,
and expertise India’s call the timely and
travel,
in designing, centre efficient
financial
marketing, management development
services,
and servicing needs to of the IVR and
leisure, music,
of “Virgin review many Queue
holidays,
Mobile” important reports. Their
publishing,
branded performance performance
and retailing.
products for indicators in report
Virgin Mobile
the youth real time to development
has created
segment. ensure processes
more than 200
effective call were very
branded
Virgin Mobile centre manual in
companies
India has its operations, nature,
worldwide,
own call such as call requiring data
employing
centre volume, the extraction
approximately
operations in number of from multiple
50,000
India, which agents on the data sources,
people, in 29
management call floor, the which in turn
countries. Its
considers a geographic needed to be
revenues
key distribution of manipulated
around the
competitive incoming calls, and converted
world in 2008
differentiator. and other into a visual
exceeded £11
Virgin Mobile data. From form for
billion
India’s call this data, presentation.
Virgin Mobile The process

Virgin Mobile India Visio 2010 Case Study |

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“There were many reasons was very time two to three Microsoft® dynamically
why we chose Visio. I think consuming people would Visio® 2010. link Visio to its
the clincher for us was being and error extract, external
able to graphically represent prone, limiting analyze, and Solution contact centre
all the information we wanted the reports’ visually To design Oracle IVR
value to call present the their solution, data, which
so that it would be easier for centre performance enabled them
Virgin Mobile
users to actually see the data. management. data; each India’s to display
Any issues will catch your eye report would operations near-real time
very quickly, because you can Though generally take division performance
review performance performance 30 minutes to started with data. The new
dashboards generate. five key solution
graphically.” provided users
did exist in the contact centre
Carl Ambrose, Chief Information Officer, call centres, Virgin Mobile performance with dynamic,
Virgin Mobile India they were not India wanted a reports, which data-driven
accessible dashboard addressed call centre
remotely. that could metrics such dashboards
Management both provide as call that visually
would have to visual insight volume, illustrated
ask operations into real-time number of each contact
managers on operations at agents, call centre’s
the contact each of the resolution, call performance
centre floor to four call abandonment, through out-
publish status centres and and variance. of-the-box
reports every be accessible With their key functionality
two to three remotely. To performance of Visio 2010
hours to address these indicators and Visio
report reporting required for Services.
performance. challenges, the solution
Each time a Virgin Mobile identified, the Virgin Mobile
report was India turned to team set out India selected
developed, to design a Visio 2010 to
visual drive its
performance solution for a
dashboard number of
using Visio reasons,
2010. including the
ability to
The visually
Operations represent
team performance
developed a data, ease of
performance use, and
dashboard simplified
using Visio back-end data
Professional integration.
2010 and According to
Visio Services Carl Ambrose,
in Microsoft CIO of Virgin
SharePoint® Mobile India,
2010 to “There were
many reasons

Virgin Mobile India Visio 2010 Case Study |

Page 4
 why we chose benefits from has helped the
Visio. I think their Visio Operations With the new
the clincher 2010 solution, Team solution in
for us was including multifold. Now place,
being able to 2,880 annual we can management
visually labour hours compare call now has
represent all saved, a 5% trends and automated
the improvement monitor KPI’s reporting of
information in percentage [Key near real-time
we wanted so calls Performance and reliable
that it would answered, and Indicators] like data in a
be easier for an increase in answered dashboard
users to customer calls, percent format to
Figure 2: Virgin Mobile India’s Visio 2010 actually see satisfaction. variance, increase
Performance Dashboard – IVR Calls by the data. Any percent effectiveness
Location issues will Visio 2010 abandoned, of contact
catch your eye serves as the etc., and work centre
very quickly, visual front- towards operations.
because you end to the effectively Virgin Mobile
can review contact centre resolving any India
performance operational service quality estimates that
graphically.” performance issues much these
data, faster to drive improvements
“Visio is very providing customer , including a
easy to use users with satisfaction.” 5%
without both real-time The new Visio improvement
customization, performance 2010 solution in percentage
and because it visibility and will also calls
For More Information is very similar the ability to eliminate the answered, will
For more information about Microsoft to other drill down to manual multi- drive
products and services, call the Microsoft® additional step data improvements
Microsoft Sales Information Center at Office detail when extraction and to key
(800) 426-9400. In Canada, call the programs our necessary, reporting performance
Microsoft Canada Information Centre end-users can either process. indicators
at (877) 568-2495. Customers in the quickly adapt remotely or Across the five such as
United States and Canada who are and start from their daily variance and
deaf or hard-of-hearing can reach using the desks. performance billing, and
Microsoft text telephone (TTY/TDD) tool,” According to reports help improve
services at (800) 892-5234. Outside explained Sanjay Singh, developed by customer
the 50 United States and Canada, Rajesh Negi, General each call satisfaction by
please contact your local Microsoft Project Manager of centre, Virgin reducing any
subsidiary. To access information Manager, Operations, Mobile India negative
using the World Wide Web, go to: Virgin Mobile Virgin Mobile estimates the trends in calls
www.microsoft.com India. India, "The solution will answered.
Visio 2010 save 240
For more information about Virgin Benefits capability to hours per Microsoft
Mobile India products and services, Virgin Mobile quickly place month, or Visio 2010
call +91-11-66131000 or visit the India expects real time 2,880 hours Microsoft Visio
Web site at: www.virginmobile.in to realize a contact centre annually 2010 takes
number of call data onto (approximatel diagramming
significant SharePoint y 600,000 to a new level
Server2010
Figure 1: Virgin Mobile India’s INR).
Visio 2010 Performance
Dashboard

Virgin Mobile India Visio 2010 Case Study |

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 with dynamic, organization.
data-driven Create Office
visualization SharePoint
tools and workflows and
templates, export them
enhanced to Microsoft
process SharePoint
management Server 2010
capabilities, for real-time
and advanced execution and
Web sharing. monitoring.
Bring real- Share
time data refreshable,
together from data-linked
multiple diagrams over
sources, the Web with
including anyone, even
Microsoft® those who
Excel® 2010 don't own
and Microsoft® Visio.
SQL Server®,
in one For more
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diagram using about
vibrant Microsoft Visio
graphics like 2010, go to:
icons and data www.visio.co
bars. Manage m
processes with
sub-processes Software and Services
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logic 2010
validation to ● Microsoft SharePoint Server
ensure 2010
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across the

Virgin Mobile India Visio 2010 Case Study |

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