Method and system for monitoring and controlling the performance of a call processing center

A method, to be carried out on a computer having a memory and a processor, for generating a performance report describing the interaction of a plurality of input variables relating to the efficiency of a call processing center, the method comprising the steps of:

• defining a plurality of performance variables for the call processing center, said performance variables having a measurable property for the call processing center;
• storing said performance variable descriptions in the computer's memory;
• collecting data for each of said performance variables for a period of time;
• mapping, with the computer's processor, the data for each of said plurality of performance variables to a normalized performance variable according to a neutral value and at least one inflection point of said performance variable within a normalized range of values, said inflection point describing varying effects of said normalized performance variable on the call processing center's efficiency;
• inputting into the computer's memory a weighting factor for each of said normalized performance variables to produce a plurality of weighted normalized performance variables, said weighting factor relating to the importance of each of said normalized performance variables to the efficiency of the (organization) call processing center;
• determining with said processor the interactions among said weighted normalized performance variables;
• recording in said memory said interactions between the performance variables;
• storing in said memory said interaction between said weighted normalized performance variables in an interaction table in said computer's memory, said interaction table comprising a plurality of values, each of said values for associating said weighted normalized performance variables among one another;
• describing significant chants in a performance variable through a change function:
• and
• providing the performance report from the computer showing the interaction of the plurality of performance variables relating to the efficiency of the call processing center and significant changes in a performance variable for the time period.

A method for monitoring the efficiency of a call processing center with a digital computer having a memory and processor, the method comprising the steps of:

• a. selecting a plurality of performance variables relating to the performance of the call processing center that together characterize the efficiency of the organization;
• b. inputting into the computer's memory said performance variables;
• c. selecting a plurality of time intervals during which to accumulate performance variable data;
• d. inputting into said computer's memory at least one interaction table that contains an expected change in each performance variable when at least one other performance variable changes;
• e. collecting performance variable data for a most recent one of the time intervals;
• f. storing said variable data in said memory;
• g. calculating with said processor a most recent efficiency rating for the most recent time interval using said performance variable data;
• h. determining with said processor the relative impact of each performance variable on the efficiency rating for said most recent time interval;
• and
• i. based upon the results of step h modifying selected ones of said performance variables to increase the call processing center's efficiency.