Global BPO / ITeS · France
Operational insights for 400 contact centres
Performance tool exports auto-synced to Azure file storage, staged and loaded by Azure Data Factory into a Synapse warehouse, with Power BI dashboards for occupancy, AUX, handled volumes and shrinkage.
The problem
No unified view of agent and process performance across two South Asian contact centres.
Our approach
- 1Automated export sync from workforce and performance tools into Azure file storage.
- 2Built staged ADF pipelines with validation and incremental loads into Synapse.
- 3Modelled agent, queue and process dimensions for cross-centre comparability.
- 4Delivered Power BI dashboards for occupancy, AUX, handled volumes and shrinkage.
Measurable outcomes
- +2%
- CSAT improvement
- -5%
- Shrinkage reduction
- 400
- Contact centres on one view
Architecture and workflow
- 01
Sources
Performance tool exports
- 02
Land
Azure file / blob storage
- 03
Pipeline
Azure Data Factory staging
- 04
Warehouse
Azure Synapse model
- 05
Consume
Power BI ops dashboards
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