APRIL’S FEATURE OF THE MONTH:
SMART QUEUE ANALYTICS FOR OMNIVOICE
This month SmartChoice (SmartChoice) features Smart Queue Analytics, a new element that is seamlessly integrated with OmniVoice portal. The software extracts data from the OmniPortal and converts it into reports that measure, review, and interpret the results of contact center campaigns. The goal of this implementation is to connect to an external data source and import that data into Excel for further analysis. This is typically a two-step process where you first export your data into a supported format, then import it into Excel where a data model of your work is automatically displayed.
Since a contact center is a place where calls are answered by service agents and it handles a considerable volume of calls at the same time, the central problem is the concept of queueing. Operations managers often must resolve the question of how to minimize the queueing time of customers, but at the same time minimize the operating costs of the service center. This involves determining a variety of key indicators. Typically, contact centers measure large numbers of operational data such as: average length of call, abandon call rates, grade of service, and speed of answer.
The performance metrics help to provide a true picture of performance in the contact center, identifying the strengths and weaknesses. SmartChoice works with operations managers to establish goals for the contact center and their agents. Understanding your contact center reporting can help you make informed decisions on improving your direct marketing strategy. When the reports are utilized effectively the metrics provide graphs, charts, and easy to read data that can be used to track and measure progress.
In summary, contact center reporting is vital in maintaining and improving the successful execution of direct marketing strategies and campaigns. Businesses that understand and utilize this reporting will make huge differences to their revenue and increase company growth.
SMART QUEUE ANALYTICS
CHALLENGE:
A large non-for-profit health care provider needs specific reports for their call center. The call center operations manager was responsible for overseeing more than 100,000 calls per month. There is no time for this!
SMART SOLUTION:
SmartChoice worked with her and her IT team to implement Smart Queue Analytics. Custom reports were generated from the data stored in their company OmniPortal. The software extracted the data from various sources within the portal and created an excel file with graphs and numerous charts containing relevant information that is easy to interpret and utilize. Smart Queue Analytics automatically sends these reports to the team at the firm on a weekly basis through email. These are useful metrics for the supervisors and managers, allowing them to use the reports from Smart Queue Analytics and cross reference back to the original data in OmniPortal to include; agent name/ID, agent extension, current state of agent, amount of time in current state, and the number of calls they have answered. By using call center statistics along with performance metrics, managers can see how well the business is performing against set goals which can be used in strategy to identify areas in the call center to improve.
