Call Center Software manages workforce and workflow.
Share:
Press Release Summary:
Web-enabled CHC Pro manages communication to front-line call centers by forecasting, scheduling, and tracking project deployment. Multi-user access to forecasting tool helps keep capacity and projects updated. Users can check capacity availability at specific locations to decrease movement of projects and data already deployed. Reports in Excel, Word, PDF, and web page formats can be shared via web with vendors, clients, sales, and operations.
Original Press Release:
CHC Pro Call Center Management System To Keep Projects on Track
SUISAN CITY, CA... CH Consulting set out to create a tool which was web enabled and allowed multiple user access. Additionally, all information needed to be centrally stored to eliminate the process of copying and pasting. Based upon these requirements, CHC developed CHC Pro, a call center system that does workforce and workflow management.
CHC Pro provided a system that would not only take the place of the outdated spreadsheets, but manage communication to the front-line call centers. CHC Pro was developed to address common industry aliments:
o Allow multi-user access to a forecasting tool that vendors and sales people can login to, that keeps capacity and projects updated, eliminating dozens of calls and emails a day.
o An easy tool to forecast, schedule and track project deployment, as well as, be a back up to the traditional "war room" white boards that run project plans.
o Quickly check capacity availability at specific locations against assigned to decrease the movement from location to location of projects/data already deployed.
o Deploy daily schedules faster, easier and more accurately then the previous email trail, by sharing reports via the web with vendors, clients, sales and operations available in Excel, Word, PDF and web page formats.
o Add additional reporting capabilities such as forecasted capacity analysis vs. projects and scheduled vs. actual analysis by project/call center.
The cost of the creation and development of CHC Pro, a complete work flow management system, was under $25,000 which by comparison is a great price. CHC Pro was built using Microsoft Dot Net framework and can run on a Sequel or Oracle database. CHC Pro can be integrated with other systems including call history databases for complete forecasted vs. actual reporting, CRM databases, HR tools and databases and other tools as needed.
CHC Pro was designed to offer basic industry wide practices to telemarketing firms and offers high level of customizability to satisfy any special needs of telemarketing firms. Installation to fully incorporate CHC Pro into a telemarketing firm's business is generally no more then 4 -6 weeks with full customization. End user training takes about 3 days to fully train for use of CHC Pro including a user manual for the ongoing use of CHC Pro. CHC Pro is available through both a licensing and an ASP model.
THE ALPHA STORY
How CHC Pro came about: Feather, Larson and Synhorst (FLS), a political telemarketing firm, annually manages high volumes of telemarketing campaigns during each political cycle. FLS hired CH Consulting (CHC) in April 2000 to support with project planning and deployment for the 2000 Election cycle. The scope of the contract involved assistance with call center selection, testing, training and management for tens of millions of political voter contact and "Get out the Vote" (GOTV) calls.
The GOTV work consisted of traditional-live, live-fronted and automated call campaigns, and required both internal and external resources for call execution, capacity forecasting, account management and scheduling. CHC was utilizing approximately 6 automated systems and 10 live call centers during the final 6-weeks of the election cycle. By the end of October, CHC was running over 100 separate projects a day with FLS.
From the start of the project, CHC was responsible for managing the day-to-day voter contact and corporate projects. CHC immediately identified the need for a scheduling system to accurately forecast and schedule capacity for each call center. The existing system for project planning and management at FLS included telephone tag, e-mail and excessive maintenance of Microsoft Excel spreadsheets. Changes to spreadsheet were done by copying and pasting, which created a certain degree of error. Additionally, all spreadsheets were controlled by a single person. This created a bottleneck for scheduling the high volume of projects associated with a political season, increased substantially by a presidential election year.
By using CHC Pro alpha, FLS was able to more accurately manage the high volume of campaigns run within the political season, giving them a higher performance and success rate of each campaign. Today, FLS has begun to investigate how they can continue to integrate CHC Pro into their daily operations planning and management as well as make continued enhancements to their project management for the 2004 election cycle.
ABOUT CHC Pro
CHC Pro, a call center management system, designed specifically to manage the life of a project from conception to completion. It allows management teams to track, forecast, schedule and analyze their business. CHC Pro is revolutionary software, built on the latest technology and can integrate with existing systems for complete process automation and management. For further information please call 866.424.2776 or visit our website at chcpro.com.
