Decision Management & Analytics

Is your contact centre awash with performance data but lacking in real insight on which to make decisions? Too many operations are reliant on manipulating data in Excel spreadsheets when what they really need is a configurable tool that puts relevant business information at the finger tips of those that need it.

The good news is that help is at hand. ProtoCall One's decision management and analytics solutions specialists align contact centre activity with your business goals by turning the dry statistics gathered during day-to-day operations into meaningful management information.

Make better decisions
Having access to more relevant and timely information, you can make decisions based on insight and facts. This is true across a number of different roles in the contact centre:

At the agent level, giving your front line staff access to the right information empowers them to serve the customer better. See the performance uplift in individual effectiveness KPIs such as Sales Conversion Rates, Quality Scores and Talk Time by making this data available in real time at the agent desktop.

For team leaders, see the performance of your team compared to others in your centre or at different sites. Peer competition is a powerful driver for performance management, so provide a consistent and relevant set of KPIs in a dashboard that your operational managers can use.

For managers, provide a visual reporting tool that shows in an instant how the operation is performing against a balanced set of efficiency and effectiveness measures.

Increase business efficiency
Being able to take a holistic and objective view of your performance across all levels within your organisation, you will be able to identify opportunities to improve your operational and business processes. Fixing broken or disjointed processes or merely stream lining/automating certain processes can give you substantial efficiency savings. Also, as workers spend less time manipulating spreadsheets, and more time on the actual analysis and decision making, the business gains can be easily quantified.

Fast flexible insight
OneView from ProtoCall One delivers dashboard technology enabling you to analyse all aspects of your contact centre performance – in a fraction of the time and cost of traditional decision management analytics and reporting solutions.
 

See key contact centre metrics - like average call handling times, call transfer rates, revenue per agent and cost per contact - tailored to your role – when you need it.

Find out more
Download the ProtoCall one factsheet now to see how you can unlock the power of Business Intelligence.

Get more information on the ProtoCall One OneView dashboard technology to see a single version of the truth for your contact centre.