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Better Management Information, Optimised Procedures

Most call centres are data rich but information poor.  That is to say there’s a mass of metrics and statistics such as average answer speed, calls per agent per hour and average call duration, but very little to help management understand what’s happening during the call.  Traditionally, this is done through call monitoring, but is time consuming and expensive.  Yet it is this information that is critical to understanding customer requirements and optimising your procedures.

With Agent Sensei™, you now have the power to analyse almost every detail of every call.  Why did the customer call?  How were their requirements managed?  Was it a chase call?  Were their requirements met on the call?  How long did it take to manage a particular step in the procedure?  How many customers declined a service and why?  With our simple point and click reporting tool, this information can be captured accurately and reliably for every single call and analysed by agent, call type or any other parameter.  What’s more, the information can be used to populate a dashboard giving up-to-the-minute analysis of performance to top level stakeholders.

With such accurate and timely management information, processes and procedures can be analysed to identify opportunities for optimisation, improved efficiency and improved effectiveness.