CASE STUDY

Contact Center KPI Reporting Provides USD 1 Million Annual Savings for Industrial Manufacturer

Sep 23, 2016

Business Challenge

Developing analytics based dashboard solution for contact center.

One of our leading industrial clients in North America wanted a dashboarding and analysis solution for their contact center.

Situation

Improvement required in contact center

The client wanted to gain visibility, improve performance and reduce the cost of their 2000 agent contact center. They wanted to enable smooth collaboration of their operations team to achieve process improvement.

Get in touch with our analytics experts to learn more about contact center KPI reporting and the benefits for industrial manufacturers.

Solution/Approach

Dashboard creation with IVR and FCR improvement areas

We conducted a data aggregation exercise and developed a dashboard for providing visibility to the business and the operations teams. Key IVR and FCR improvement areas were identified and the improvement plan was developed. A cost-benefit analysis was conducted and estimated savings were communicated.

Impact

USD 1 million annual savings

The client received an excellent KPI reporting module. The visualization tools identified issues with IVR design and data deep-dive helped identify areas of improvements. Statistical analysis and validations helped detect and prioritize improvement initiatives. The client was able to eventually achieve an annual savings of above $1 million.

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