Call Center Analytics

Call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests through telephone. Call centers are operated by most of the major companies to administer incoming product support or information inquiries from customers. It is actually a part of the company’s customer relationship management (CRM) through which valuable information about a company is routed to appropriate people. Today, call centers have become an integral part of most of the major industries worldwide to interact with customers, inform them about goods they sell and services they offer. An effective call center service provides business flexibility, reduces operating cost and increases customer loyalty.

Challenges:

  • Displays statistics to let know about the measures to be taken in order to improve a business.
  • Call centers offer enhanced customer relation by providing quick access to the customers with the information they want.
  • Allows staff to deal with more customers at any given time thereby improving efficiency.
  • Deploys effective call center software to minimize expenses where same number of staff will be able to handle more calls.
  • Call center, apart from handling live calls also provides better office communication handling.

Nuvento believes that every challenge brings new opportunities. Nuvento has built strong expertise in Business Intelligence solutions. We provide reporting solutions to market-leading virtual call centers for inbound, outbound and auto-dialing calls. Nuvento supports reporting technologies like OBIEE, QlikView, Cognos and Microsoft reporting.

Products Snapshot

Qlikview

QlikView takes Business Discovery to a whole new level by enabling users to more easily share information with co-workers, supporting large enterprise deployments through enhanced manageability, and delivering an enhanced mobile experience.

Benefits

  • QlikView software enables all kinds of users from beginners to experts to retrieve and assimilate data easily from any source: databases like SQL Server or Oracle as well as Excel, XML or text files.
  • Enterprise applications such as SAP may also be used as data source for a QlikView analysis.
  • It offers extensive search options- direct and indirect to find any information and deliver instant answers to your questions.
  • QlikView offers a wide variety of graphs, charts and tables in different formats to present your data the way user wants.
  • Creating the interface is very easy and does not require help from the IT department.

Reports

  • Nuvento Solutions display call center reporting statistics, such as average speed of answer(ASA) and abandoned calls and AHT
  • Executives access real-time call center analytics and statistics on a web-based call center dashboard.
  • Managers can log in to view operational data from multiple call centers and identify potential problems before they turn into costly mistakes.

 Performance Statistics

An effective system of performance measures allows a call center to:

  • Review the call center operation as a whole.
  • Review the performance of each employee.
  • Analyze performance trends.
  • Investigate the root cause(s) of problems.
  • Optimize the use of call center resources.
  • Support strategic plans and objectives.

Technologies

OBIEE, QlikView, Cognos, Microsoft reporting, BI report Center

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