Utilise call data to tune productivity, gee-up your
team and increase revenue
DATA TO THRIVE
Savvy call centre operators know that improving productivity and internal operations directly improves customer satisfaction, which allows them to scale and increase revenue. Having the ability to customise and share data with relevant team members, as well as set up visual and audible alerts when issues arise, is critical to driving a call centre’s performance.
HAPPY CUSTOMER, HAPPY DAYS
Every company juggles a complex maze of info, relevant to their products and services. Add to this playing field – each caller’s unique set of wants and needs – and you’re left with big data. Data overload. The key performance metrics relating to customer satisfaction are practically overwhelming, unless you’re ‘Rain Man’. The unfortunate outtake is a reputation for being insensitive to the value of your customer’s time. It kills loyalty to your brand. Managing customer queries, concerns, and problem solving all in a timeframe that satisfies or better yet impresses, is the sweet spot we hope to help you achieve
Datamisation is available as a standalone product, or as part of YabbitSolutions; a super feature that allows your managers to either join an active call in progress and speak directly to the customer, or utilise a ‘whisper mode’ function. Data at hand, your managers can offer real-time coaching to an agent without the caller’s knowledge. Datamisation gives your call centre managers an instant snapshot of every agents’ productivity and how to help hone their performance. It all adds up to a more positive effect on your call centre’s customer satisfaction targets. Job done.
Savvy call centre operators know that improving productivity and internal
Simple, intuitive, customisable dashboards
Ability to select separate views for supervisors and agents
Customer satisfaction through actionable analytics and persona-driven customisation
Real-time granular insights into a call centre’s daily operations
Data to help fine tune: Speed of Answer & Response Time
Calls handled & forwarded Average talk time Agent idle time Average after call work And much, much more.
Literally seconds ‘on hold’ separates the good call centres from the great ones. Performance is God. Between daily call volumes and a growing list of key performance metrics, your supervisors and agents barely have a moment to sit back and see the bigger picture. Datamisation gives your team access to the right info in an easy-to-digest format. The outcome? Max’d efficiency and an ability to address operational issues, before they hit your bottom line. With simple, straight-up analytics delivered in realtime and customised data, your call centre is in the box seat for success
‘Show me the money’, we hear you say…
CRY CENTRE OR CALL CENTRE?
An often-overlooked aspect of improving operations involves managing the skills and capabilities of agents efficiently and effectively. Knowing where they need to place more agents or which agents are best suited to certain types of inbound calls, is a guessing game without analytics. Customer satisfaction metrics become wishful thinking, and that affects team morale.
Also, the nature of the industry involves dealing with the continual challenge of high employee turnover. It’s an upward battle for managers, stuck in a never ending cycle of hiring and training new agents. Having access to real-time analytics on agent performance can help call centre managers spot employee pain points and intervene for the better. With customisable, easy-to-navigate dashboards, managers get key insights to help agent’s improve their performance. And agents that are continually learning and feeling supported are more likely to stick around.
OF PEOPLE ARE WILLING TO SPEND
MORE WITH A COMPANY THAT PROVIDES
POSITIVE CUSTOMER SERVICE.
THEIR AGENT TO BE
AS WELL AS FAST.
REMEMBER IF YOU CAN
YOU CAN MANAGE IT.
GOT MORE TO YABBER ABOUT?
Get in touch with us.