Call Center Analytics

Business Need

Call Centers have traditionally been considered as cost-centers, and therefore a necessary evil. Customer Service Executives realize that Call Centers can also become profit-driving business units. To make this happen, it is crucial to extract value from the captured customer interaction that is captured. Call Center data can be much abbreviated, making it cryptic and therefore difficult to read and collate. This adds to the burden of assimilating information from hundreds of thousands if not millions of calls in a week. How can organizations leverage and get returns on the investments they have made in capturing Call Center data?

Solution

The IxReveal Call Center Solution packages the ingredients required to extract value from Call Center information.

• Connectors to databases supported by major Call Center applications to extract structured fields and call notes
• Starter Concept Bank for Call Center Analytics
• Built-in analysis tools and dashboards including standard formats for export

Benefits

• Provides a holistic view of all customers’ calls – what are our customers saying?
• Verify root causes of calls to improve business processes
• Gather trends and patterns in customer interactions and correlate with structured fields
• Improve implementations of Online Self-Service and Automated Voice Response systems