Every
organisation needs to maintain contact with its customers.
The Contact Centre is usually the major interface
between the organisation and its customers and as such, it is imperative
that the activities of the contact centre are monitored
for efficiency and customer
feedback.
There
are many different aspects to the activity of a Contact Centre.
The information required to measure sales success from outbound
calling is completely different to the needs of a Contact Centre
handling services calls and e-mails.
OBS have extensive experience of implementing contact centre analytics,
gained from some of the largest call centres in Europe. OBS have
provided performance dashboards combining
sales calls, service calls, e-mail, print and mail.
Clients
may wish to review service levels, agent and team performance or
contact centre costs, both real time
and historically to provide trend
analysis.
For more information on Contact Centre Solutions contact Call
Centres@OBS
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