Business intelligence (BI) enables businesses to make fact-based decisions by collecting, analyzing, presenting, and disseminating business data and information. It involves aggregating data from databases, data marts, and data warehouses, enriching the data by adding context, and presenting the information in reports, dashboards, and other formats. The goal is to transform raw data into information and insights that inform intelligent decisions.

1. Call center Business Intelligence (BI)
Presented by:
Nahid Mohammad Ishtiaq

2. Business Intelligence (BI) are the set of strategies, processes, applications, data,
products, technologies and technical architectures which are used to support the
collection, analysis, presentation and dissemination of business information
What is Business Intelligence (BI) ?

3. What is Business Intelligence (BI) ?
Business Intelligence enables the business to make
intelligent, fact-based decisions.
Aggregate
Data
Database, Data Mart, Data
Warehouse, ETL Tools,
Integration Tools
Present
Data
Enrich
Data
Inform a
Decision
Reporting Tools,
Dashboards, Static
Reports, Other Reporting,
Add Context to Create
Information, Descriptive
Statistics, Benchmarks,
Variance to Plan.
Decisions are Fact-based
and Data-driven.

4. The BI goal

5. • Data – a collection of raw value
elements or facts used for
calculating, reasoning, or
measuring.
• Information – the result of
collecting and organizing data in a
way that establishes relationship
between data items, which thereby
provides context and meaning
• Knowledge – the concept of
understanding information based
on recognized patterns in a way
that provides insight to information.
Data / information / knowledge
Data
Info
Knowledge
Increasing
Value

6. BI Today vs Tomorrow
• “BI today is like reading the newspaper”
That means, BI reporting tool on top of a data
warehouse that loads nightly and produces
historical reporting.
• BI tomorrow will focus more on real-time
events and predicting tomorrow’s
headlines.

7. Recommendation for BI Dashboard

8. What actually BI do?

9. What actually BI do?
 Find revenue leakage and take necessary action accordingly.
 Create reporting databases to capture all information.
 Optimize maximum staff align with meet SLA.
 Make recommendations for ongoing staff productivity by data.
 Watch patterns and trends in voice / non-voice traffic and make
suggestions for changes in resources.
 Collaborate on planning and implementing new initiatives which can
help to improve organization performance.

10. Gifts For Future-
Gift 1 Gift 2 Gift 3 Gift 4
Express Confidence –
Positive confidence
preserve enthusiasm
and good relationships.
Interdependence-like
of sports teams, everyone
has their position to play,
and success happens when
all of the players are
playing their roles
effectively.
Rules & Regulation –
Ensure that you are
absolutely loyal under all
conditions of company in
terms of process and
confidentiality
Prepare yourself for the
next level of Leadership

11. Conclusion
I hope every individual’s performance increase
continuously in terms of service and quality.

12. Thank you…