We Provide Detailed Reporting and Analytics For Your Customer Service Operation
Our team sets you up with business intelligence reporting, giving you visibility on how our operators are performing by the minute
Our quality assessment team tracks live conversations with real-time monitoring. If they spot anything that looks out of place, they can jump in to offer additional support.
We'll monitor fluctuations in your traffic across all of your chosen channels. When things are looking tight, we'll help you plug the gap by moving resource between platforms in real time.
We work with you to provide you with a cost reduction strategy, based on customer volumes, that doesn’t sacrifice the customer experience.
Root Cause Analysis
We collate customer feedback and provide insights into why your customers are contacting you. This pin-points the most popular reason and helps identify any problem areas.
Resource needs change as businesses evolve. We create service level agreements that give you breathing room, accounting for up to a 30% flex in volume either way.
We plan resource by the hour, not the shift, so you’re only ever using what’s needed. We’ll always turn up resources at peak times, and turn it right back down when the busy periods are over.
Contact volumes , SLA , Productivity, Efficiency, Quality, KPIs
Review Sites, Social Media Channels, Social Media Growth, Forecasting
WoW Forecast Variance, YTD Forecast vs Actual, Root Cause Analysis, Channel Split Analysis, Territory Analysis
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Getting started couldn't be simpler. We want to get to know your business inside and out to provide you with the best possible solution.