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Contact Centres

Call Centre & Telco Performance Reporting

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visualmetrics have delivered numerous successful projects in the Contact Centres and Telco Sector and have pre-developed content aligned to the critical industry drivers and typical key metrics and KPI’s that such organisations need to measure to ensure operational effectiveness, executive strategic alignment and maximised profitability.

The Performance Management, Data Warehousing and Business Intelligence Solutions we have delivered span the breadth of the Lines of Business and operational processes that a Contact Centre and Telco organisation needs to report against, and deliver trusted & on-time information, aligned to the user communities that make up a Contact Centre and Telco organisation for informed decisions.

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Benefits

The ability to answer the following questions, in real time:

  • What is my average speed to answer in the contact centre against plan?
  • What is my “One and Done” rate by agent and agent group?
  • How profitable are my sales campaigns by region or time?
  • How have we performed on service level by product, agent and agent group?
  • How does product or contract margin impact on the overall financial performance?
  • How do support service revenues impact on the overall financial performance?

Testimonial

Avaya’s UK Consulting and Services organisation are seeing a significant increase in our call centre customers’ need for more robust BI. The good news is the information is generally there for them via Avaya’s solutions. The challenge has been charting a successful way to deliver that BI. The great news: visualmetrics has delivered the professionalism and consistency to make these BI needs a reality.

Bret Lathrop , Avaya Global Services

Testimonial

Avaya’s UK Consulting and Services organisation are seeing a significant increase in our call centre customers’ need for more robust BI. The good news is the information is generally there for them via Avaya’s solutions. The challenge has been charting a successful way to deliver that BI. The great news: visualmetrics has delivered the professionalism and consistency to make these BI needs a reality.

Bret Lathrop , Avaya Global Services

Want to know more

Call us on +44 (0)870 760 6467 to discuss the right solution for you or make an enquiry

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