Service Excellence for Contact Center

Contact center service optimization through interactive BI helps our customer in

  • Improving operational efficiency
  • Enables customer experience survey integration with call and agent for continuous improvement through call level performance review
  • Reduction of support cost

Solution Highlights

  • Operational efficiency improvement through continuous tracking of
    • Volume of Calls being handled : call center usage
    • Speed to Answer Calls : customer wait time in the queue
    • Call Handle Duration : time to resolve customer query
    • Abandoned Calls : inefficient routing, longer queue times
  • Improved customer satisfaction through insights into
    • Product Satisfaction : top features, top issues
    • Advisor Behavior : listening skills, empathy, politeness
    • Support Effectiveness : resolution rate, very satisfied ratings
    • Channel Cohesiveness : consistent experience, seamless transition
  • Visibility to survey for every call through
    • Review surveys from all reporting advisors
    • View and discuss customer comments
    • Provide instant feedback to advisors
  • Agent performance improvement through
    • Measure, monitor and manage performance of locations and teams
    • Rank Sites, Teams and Individuals
    • Analyze historical performance trends
    • Isolate top and bottom performers for incentives / training programs

Business Benefits

  • Interactive performance review system enabled in dashboard enables more visibility of KPI drivers
  • High availability architecture ( 0 downtime experienced in last 3+yrs of use)
  • Scalable solution tested with peak load of 800 concurrent users on a total user base of 15K+ users
  • Enabled performance reviews aligned with contact data

Provided business users ability to perform cross functional linkage of contact center KPIs against sales KPIs using mashable fixed format reports


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