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HeroITES Deploys HeroLive
Mumbai, Jun 19, 2006
HeroITES, the independent SBU of Hero Group has announced the launch
of an integrated management information system across all its
departments. Called HeroLIVE, the system is designed to bring
transparency to all the overseas HeroITES clients.
Designed and built by the in-house team, HeroLIVE will help the clients
easily access archived and real-time data. Besides pulling the data
together, the system will provide graphical representations helping
to understand call arrival patterns, metrics-based performance on
various campaigns, staffing, average handle time and average talk
Through HeroLIVE, clients will not only be able to access information at an
associate level but can also roll it up to a team leader, a manager
and even the campaign level. With this, users can get a holistic
view of performance trends where data from various sub-systems are
combined into 'behaviour and performance reports' and 'QIP' reports.
From an employee standpoint, the system can store and maintain crucial
employee data such as pre-assessment score, post-assessment score, training
duration, certification result, quality scores/ performance in nesting, movement
across campaigns, subsequent refresher/ supplemental training, attendance,
quality auditor's name, call ID number and call audit dates.
Rohit Chanana, Business Head, HeroITES commented, "HeroLive will be first of
its kind in the country that will not just maintain a central repository data
warehouse to hold information of all the departments of the company but will
also provide complete transparency to our UK, US and Australia based clients."
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