Advanced analytics to keep up with the requirements included in the Service Level Agreement (SLA)
Nowadays, all call centers but, especially the ones that practice outsourcing activities or, in other words, that provide organizations with services, face the challenge of fulfilling the Service Level Agreement (SLA) effectively, while ensuring que quality in the service supply and guaranteeing the customer’s satisfaction.
Effective fulfillment of the SLA, where the parameters that fix the quality levels in the
service supply are detailed.
Efficient use of own resources and reduction of waiting times.
Definition of parameters that suit the customer’s needs and requirements and results
measurement on the fly.
360º customers view, optimum segmentation and integrated campaigns management.
The Challenge: Adaptation to the SLA
Advanced analysis to respond to unplanned matters.
Monitoring and validation of quality parameters.
Reduction of waiting times and immediate answers.
Data integration and analysis depth.
Better understanding of the customer’s behaviours: motivations, restraints and accelerators.
The Solution: Quiterian Analytics
Users can define, without dependence on IT, key performance
indicators; they can also fix a priority order for the indicators
fulfillment, analyze them and validate the SLA.
Metrics monitoring, such as the management and state
of employees, of pending calls, occupied telephone lines or
complaints (perceived quality, management indicators, quality
of the process, solved complaints, etc.)
Activity reports and detailed dashboards about the volume of
outbounds, in comparison to the inbounds received, as well as
of rejected, answered or lost calls, the average waiting time,
first call resolution, calls length, etc.
Integrating data from internal and external sources (CRM, data
from switchboard, Web Analytics,…) and advanced and
predictive analytics to respond to any unpredicted request
on the fly, agily, including deflections from the SLA.
Advanced segmentation; generating and monitoring
marketing campaigns and actions through Campaign
Workflow, with the possibility of introducing new determinants
with independence from IT.
iWorkflow provides a collaborative environment within which
to share information and automate the results measurement.
Benefits of using Quiterian Analytics
Increasing work productivity per campaign.
Optimizing human and material resources and reducing costs.
Improving the quality of the service and of customers’, partners’ and associated companies’ satisfaction.
Reducing waiting times.
Efficiency in marketing campaigns.
More agility and increase of sales effectiveness.
Integrated control of metrics to ensure the fulfillment of the
SLA and to obtain 360º business view.