High Level Design
Overview
Managing a call center requires being constantly dialed into the latest metrics and KPIs so you can reduce handling times, increase productivity, and meet service level agreements. Call centers are committed to delivering the highest level of service to their customers, which is why they need to be able to meticulously monitor their performance. This customer service analytics solution increases the visibility of real time, business-critical metrics providing the company with the information needed to respond to challenges before they become crises.Goals
Improve customer satisfaction from the service we provide.
Objectives
- Increase customer satisfaction from call center
- Improve number of incidents resolved within SLA
KPI Architecture
| Objectives | KPIs | Measures | Data Source |
|---|---|---|---|
| Increase Customer Satisfaction | First Call Resolutions | Avg. Queue Time | VRU |
| Service Level / Response Time. | Calls longer than 15 minutes | VRU | |
| Improve number of incidents resolved within SLA | % Calls within SLA | Number of Calls | VRU |
| Abandonment Rate | Calls per Minute | VRU |
Data Modeling (Elasticube Design)
Data Connectors
