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State-of-the-Art COE of 800 TeleServices
Date:2011-4-1 16:17:18

To achieve the mission of continuous improvement of quality and performance, 800 TeleServices has established the state-of-the-art Center of Operations Excellency (COE) in Kunshan delivery center, which enables the project managers to handle the overall situation of each project in real time.
Based on over ten years experience in call center industry, IT and operation team of 800 TeleServices have jointly developed a monitoring software dedicated to call center operation management. With the help of this state-of-the-art technology, together with professional monitoring and analysis of the reports on data, the front-line team leaders can focus on floor management and timely adjust the staff schedule and other works. At the same time, the project managers are able to monitor all kinds of real-time KPI information, timely response to the abnormal KPI and adjust the operation plan in the shortest time. All these statistical reports will also help the continuous improvement of the entire project, as well as the whole company in the long run.
At present, COE has already made significant contributions in work force scheduling, centralized management of cross-center projects and overall KPI improvement in different projects.


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