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Lower the cost of service

Looking for ways to improve efficiencies and reduce costs is always a big priority for contact centres

Challenges

Common Challenges

When attempting to lower the cost of service, we have been asked to solve the following challenges

  • High components of AHT
  • Unknown unproductive behaviour​
  • High levels of repeat calls & call demand​
  • Inefficient contact routing
  • Poor customer journeys​

Our Solutions

When addressing the challenges around lowering the cost of service our solutions were

  • Notifications in real time prompt agents based on CTI & 3rd party events to change all aspects of behaviour
  • Automation prefills applications and summarises call notes for pasting to CRM
  • Identification of inefficiency & unproductive time
  • Understand journeys & reasons for repeat calls
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benefit

Benefits

Once our solutions were implemented, businesses have seen major benefits 

  • Reduce AHT by 5-10% out of the box
  • Improve efficiency and productivity by a further 10%
  • Minimise customer effort and increase NPS
  • Reduce customer churn and agent attrition

Listen Everywhere. See Everything. Decide.

  • Active Listening
  • Real Time Decisioning
  • Live Interventions
  • Driven by Data Creation not Data Collation
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ROI in year 1
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AHT Reduction

Intelligent Customer Experience Management

5/5
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About Datatrack

Advanced solutions for contact centre, UC&C and Call Handling. 

Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions

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