HeroLIVE for Business Analytics

HeroLIVE is an integrated business management system innovated by the software development team at HeroITES. HeroLIVE is a solution that integrates with various stand-alone applications and therefore has the requisite capabilities to rapidly develop and provide effective solutions to our clients for business analytics. The analytics tool comprises of five sub-systems including:

• Operations Management System (OMS)
• Quality Management System (QMS)
• Training System
• Logistics Management System
• Program Management System

Each sub-system accumulates data from multiple sources. A case in point can be the Operations Management System that serves as a consolidator for all inbound and outbound programs. Call statistics for all inbound programs are drawn from Avaya CMS; outbound call statistics are drawn from the dialer; and performance statistics like conversion, dispositions and average balance transfer are drawn from the Oracle system and the FTP site where data is posted by the client. Similarly, the logistics management system gathers data from scheduling, transportation, attendance and access card systems.

As HeroLIVE is an online business management system, both archived and real-time data can be accessed at the click of a few buttons. Data is available at micro level where all call statistics are available at a 10-second interval. In case it is required, entire data can also be extracted from this system. Besides viewing the information at an associate level, one can roll this up to a team leader, a manager and up to the campaign level. Users may also get a holistic view of performance trends where data from various sub-systems are combined into “behaviour and performance reports” and “QIP” reports.

Another unique feature of HeroLIVE is trending at the click of a button. Apart from pulling the data together, the system also provides graphical representations which help in understanding call arrival patterns, metrics-based performance on various campaigns, staffing, average handle time, average talk time, abandons and so on. These graphs can be obtained for any selected time-frame, thus enabling the delivery team to make informed decisions and evaluate the impact. Quick reactions and initiation of corrective/preventive actions have also been facilitated by this system. Overall, HeroLIVE has helped in monitoring and improving productivity of all resources.

HeroLIVE captures and stores entire employee data from the moment a team member comes on board. All relevant information such as pre-assessment score (prior to training), post-assessment score, trainer’s name, training duration, certification result, quality scores/performance in nesting, movement across campaigns, subsequent refresher/supplemental training, attendance, quality auditor’s name, call ID number, call audit dates and feedback will be logged and stored for future references.

All program- /campaign-related information details such as scripts, significant changes, offer revisions, training materials, forecasts and metric definitions are captured in the program management system. In addition to serving as a program knowledge base, this system helps track and manage changes in the campaign.

At HeroITES, clients can feel the pulse of their programs by accessing HeroLIVE. Most importantly, it is a transparent system that will help you get a clear and comprehensive view of the action and health of your project. This customized solution also enables the HeroITES team to maintain data integrity and security – an essential factor for analytics and decision support.