Bi Project

TCS Ecuador is the most important technology and BPO company in the country with an end-to-end model, which includes capacities in technology, Business Processes Outsourcing (BPO) services andbusiness consulting.
TCS Ecuador operations include automating and improving operative and business processes based on technological platforms and global administration of services. The company has wideexperience in many industries, mainly in the financial, public, and retail sectors.
Its BPO service center also includes business units of Help Desk and Call Center, which are one of the largest inthe country. These units provide technical assistance to users by phone or by email.
Daily they receive a countless number of calls and emails with requirements that need to be assited. If thetechnicians can not solve the problem they have to scalet to the accure department to find the proper solution.
Addressing the problem to the right department is one of the most common errors thattechnicians do, therefore the waiting tme to respond the user is longer than the expected.
I would like to suggest some BI tools to help improving their technical effectiveness, performance sevice amongothers. Indentifying the weakness of these units will make the company improve its productivity and increasing customer satisfaction.

TCS tiene mesas de informacion para ayuda tecnica al usuario. Estegrupo de tecnicos se dicviden en 2, los cualles ayudan al usuario de manera telefonica y aquellos que reiben los requerimientos mediante emails.
Diariamente se reciben un sinumero de llamadas eemails, si los tecnicos no pueden resolver el problea lo escalan al siguiente nivel y al departamento correspondiente.
Existen errores de direccionamiento de los requerimientos y los cuales deberian seranalized and de mayor manera evitados.
I would like to use BI para ayudar a que sus tecnicos mejoren la efectividad, el rendimiento del sevicio y la satisfaccion del usuario. Ya que con una idea...