CONTACT CENTRES
Accelerate report delivery and enhance visibility with timely access to critical metrics, ensuring ROI and driving operational excellence.
TENTPOLE DATA SCIENCES FOR CONTACT CENTRES
lets EXPLORE FURTHER
Internal and External automated Reporting
Unlock timely and accurate insights across all key metrics, ensuring smooth operations and maximum ROI
What is it?
All key metrics are delivered promptly, accurately, and efficiently. This includes report uptime, adherence to best practices, keeing up with requests, high-level metrics, ROI on report adoption, visibility and achievement of key results from operations and executive teams, absence management and contractual renewals.
If you're in a BPO or contact center and responsible for data and AI availability across operations, you will understand the challenge of managing numerous data sources and varying metric calculations. There is also the complexity of reporting to operations owners and providing clean, real-time data while managing teams to innovate within budget constraints.
Who is it for?
- Work Force Management
- Operational Managers
- Customer Experience
- Customer Service
Benefits
Increased Profit
Implementing efficient processes, improving productivity, and maximizing revenue streams contribute to increased profitability.
Higher Retention of Existing Contracts
Providing excellent service, meeting client expectations, and building strong relationships result in higher client retention rates and recurring business.
Achieving Key Metrics
Setting and meeting specific performance indicators demonstrate effectiveness and success in various areas of operation.
Greater Adherence to Service Level and Key Metrics
Consistently meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs) ensures quality service delivery and operational excellence.
SLA compliance
Adhering to SLAs demonstrates reliability, professionalism, and commitment to meeting client expectations and contractual obligations.
Retention of Staff by Saving Time and Money
Streamlining processes, reducing manual workload, and implementing efficient systems contribute to job satisfaction and retention of employees by improving work-life balance and job satisfaction.
Systemized processes
Establishing standardized and efficient workflows improves productivity, reduces errors, and ensures consistency in operations, leading to better overall performance and outcomes.
Current Market Challenges
Low % of QA calls that are actually assessed because of human intervention
Manual processes and limited resources result in a low percentage of quality assurance (QA) calls being assessed, impacting the ability to monitor and improve service quality effectively.
Lack of capacity
Insufficient resources, including staffing and infrastructure, lead to a lack of capacity to handle workload demands efficiently, resulting in delays and bottlenecks in operations.
Low customer experience or visibility of where to improve
Inadequate tools or processes for gathering and analyzing customer feedback result in a limited understanding of customer needs and preferences, hindering efforts to enhance the overall customer experience.
Less SLA achievement
Inability to meet service level agreements (SLAs) due to operational inefficiencies, resource constraints, or inadequate processes impacts client satisfaction and can lead to penalties or contract disputes.
Quality Assessments with AI
Revolutionizing quality assessments with a cutting-edge AI model, now at your fingertips through our user-friendly web application, empowering Operations with seamless call evaluations and continuous improvement.
What is it?
Development of a data and software-based model for automatic quality assessments. This must be made available through a web application for end users and will be rolled out to all Operations.
Monthly training of the AI model to optimize the automatic quality assessments allowing the AI model to create, read, update, and delete data on the quality of calls according to agreed standards.
Quality Assessment and Calibrations Tracker to enable QA and CX team leads to rate calls according to agreed standards.
Who is it for?
- Work Force Management
- Operational Managers
- Customer Expereince
- Customer Service
Benefits
Current Market Challenges
Manual intervention and resource limitations result in a low percentage of QA calls being assessed, impacting the ability to monitor and improve service quality effectively.
Insufficient resources, including staffing and infrastructure, lead to a lack of capacity to handle workload demands efficiently, resulting in delays and bottlenecks in operations.
Inadequate tools or processes for gathering and analyzing customer feedback result in a limited understanding of customer needs and preferences, hindering efforts to enhance the overall customer experience.
Inability to meet service level agreements (SLAs) due to operational inefficiencies, resource constraints, or inadequate processes impacts client satisfaction and can lead to penalties or contract disputes.
