Case Study: CMC Call Center (Customer Management Center) achieves near-real-time institutional performance monitoring and rapid self-service reporting with Qlik (QlikView)

CMC Call Center Monitors Institutional Performance And Goals In Near Real Time With QlikView

CMC Call Center is one of Turkey’s largest outsourced call centers, with over 3,000 employees serving 70+ local and international clients across industries. The company struggled with slow, manual reporting—SQL queries exported to Excel, inconsistent report formats, version-control issues and heavy system loads—that delayed decision-making and made advanced analysis time-consuming and dependent on IT support.

CMC implemented QlikView in 30 days to consolidate data from Informix, SQL Server, ERP and flat files into a single, web-accessible reporting platform. The deployment delivered standardized, visual, self-service reports with minimal user training, reduced reliance on manual Excel processes, sped up report delivery, improved operational decision-making and enabled secure customer access, with plans to extend publishing via SharePoint and mobile.

Customer Management Center

Gurkan Oktay

Assistant Director, Operations Support Reporting