Mobile telecommunications provider improves call center management with visual performance dashboard

Virgin Mobile India wanted a dashboard that could both provide visual insight into real-time operations at each of its four call centers and be accessible remotely. The team developed a visual performance dashboard using Microsoft Visio Professional 2010 and Microsoft SharePoint 2010 to enable access to near real-time performance data. Virgin Mobile India expects to realize a number of benefits from the Visio 2010 solution, including 2,880 annual labor hours saved, a 5 percent improvement in the percentage of calls answered, and increased customer satisfaction.