Call centers provide labor-intensive services, and are often the main contact with customers. Yet few companies employ data analytics to maximize call center operations and measure customer satisfaction. Our experience suggests that optimized call center data analytics can lead to improvements in customer loyalty and cost efficiency.
Built on industry standards and customized to your business’ needs, our solution provides snapshot reporting on call center metrics and in-depth analysis of customer service representative performance. It allows users to leverage data, reduce costs, and improve customer satisfaction through applied analytics and customizable visualizations. Our solution incorporates both snapshot reporting and analytics of:
INDIVIDUAL REPRESENTATIVE PERFORMANCE
Metrics include inbound and outbound call duration and volume; volume of sales calls; bounced call percentage; agent availability time percentage; invoiced/ordered sales by agent, and average order volume to measure individual success. All metrics have drill-down capability into CSR Groups, CSR Sales Teams, individual CSRs, and dates.
Metrics include bounce rate, sales target, call volume target, and availability percentage against customer set bounds to provide a score in four major categories to measure overall success. A composite score is generated based on customer set weightings that have date, team, group, and individual CSR dimensionality.