Call centers provide a critical support to businesses today. While some companies have in-house call centers, there are many who outsource this service. It becomes increasingly important for call centers to organize their data to ensure that resources are being utilized appropriately and that all unnecessary costs are being avoided. From the caller to the supervisor to the manager, Business Intelligence provides critical insight into the operations and gives valuable information that can be used for training and service improvement.

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We provide actionable information so that managers can move quickly from monitoring to analysis and action-all right from within the dashboard. Our Call Center Dashboard provides managers instantaneous alerts and automatic data updates by pushing key performance data such as capacity shortfalls and customer satisfaction levels to the dashboard in real-time. Managers can set their own targets/thresholds to monitor without IT intervention. Our dashboard unifies information from all call-center applications into a single view-ensuring that managers have all the information they need at their fingertips.

• % of calls answered in < 30 seconds

• % of calls abandoned

• First Call Resolution Rate

• Average Time to Close Cases

• Call Volume

• Case Backlog

• Average ticket life

• Average Time to close Email

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