Call Centre Agents Improve Performance 3.7 Per Cent With Real-Time Monitoring Solution

Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data such as team call resolution times. Global Bilgi and Microsoft worked together to enhance the solution by providing real-time data. Since then, agents and team managers have improved key performance indicator targets by 3.7 per cent.