A typical Unified Customer Experience Analytics (CEA) solution collects data from various customer service support systems such as ACD ,Dialer, IVR, WFM, CRM and Website. It interprets the same to provide unprecedented insight into the customer interactions; it helps organizations drive their strategic initiatives such as lowering operational costs, improving customer experience and revenues more rigorously in a holistic and cost efficient manner that was not possible before.
The following are the strategic initiatives that can be driven using Unified CEA to acheive service excellence and operational efficiency.
Customer Experience Improvement
• Align performance goals with strategic objectives
Tighter monitoring of KPIs such as ASA, Hold time, Service Level, CSAT and Customer experience replay analysis make customer experience very consistent and pleasant.
• Improve First Call Resolution
Repeat call analysis, Root cause analysis, real-time feedback, action plan to correct and agent training need identification improve FCR. Unique program improvement tools like 4-Quadrant Report help drive the FCR very effectively.
• Enhance Self-service experience
Identification and elimination of IVR pain points, monitoring of IVR AHT, monitoring of end to end service level from IVR to ACD to Agent using cradle to grave analysis improve self-service effectiveness.
• Real-time performance management ensures quick remedies for service level impacting issues like poor staffing, high call volume etc
Operational Costs Reduction
• Increase Workforce Productivity
Historical and real-time performance feedback to agents to monitor AHT, FCR, Quality and other key metrics improves productivity by up to 10% and enables self-correction quickly. Analysis of agent desktop application usage (Desktop Analytics) help track productive and unproductive activities of agents.
• Improve Supervisor Effectiveness
Supervisors can spend more time with agents and coach them better instead of searching for data to prepare routine performance reports. Apart from saving up to 2 hours a day per supervisor, the span of control can be increased by 50%.
• Reduce calls to live agents
Better IVR effectiveness can improve self-service and reduce the number of call transfers to expensive live agents significantly.
• Reduce MIS costs
Routine reports are automated and hence in-house MIS system development, MIS team costs can be reduced by up to 60%.
• Enhance Management control
Executive dashboards and alerts highlight problem situations and help top managers track trends & take decisions to put performance back on track quickly
Revenues Improvement
• Tighter monitoring of sales KPIs
Correlation of call and sales related metrics help identify the revenue drivers. Modeling the call data from telephony system , sales data from CRM and Quality data from call recording system together help in root cause analysis for non-performance.
• Incentive management
Automated incentive calculation improves accuracy and timely payment of incentive to employees which in turn drives employee satisfaction and performance.
• CRM analytics
Slicing & dicing and multi-dimensional analysis of revenue data by team, geography, product etc will help discover the sales trend and improvement areas. Data can further be cleansed and prepared for targeted marketing using external data mining tools.
• Sales Coaching
Nearly 2 hrs per day of supervisor’s time can be saved by automating routine performance reports preparation tasks. The saved time can be used by them to coach agents better and improve their selling skills.
Enabling Collaborative Work Culture for Operational Excellence
• Web 2.0 Collaboration Tools
Publishing scorecards, charts, tips; discussing performance in forums; providing tools like Agent-supervisor chat, wikis, blogs for knowledge management and training; personalized dashboards etc using widgets based, iGoogle style Web 2.0 Intranet portal provide interactive work environment and better employee engagement.
• Quick adoption
Easy to use, user experience centric portal drives quick adoption of tools and hence performance oriented culture.
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