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DATAMISATION
Utilise call data to tune productivity, gee-up your
team and increase revenue
DATA TO THRIVE
Savvy call centre operators know that improving productivity and internal operations directly improves customer satisfaction, which allows them to scale and increase revenue. Having the ability to customise and share data with relevant team members, as well as set up visual and audible alerts when issues arise, is critical to driving a call centre’s performance.
DATAMISATION SHINES
Datamisation is available as a standalone product, or as part of YabbitSolutions; a super feature that allows your managers to either join an active call in progress and speak directly to the customer, or utilise a ‘whisper mode’ function. Data at hand, your managers can offer real-time coaching to an agent without the caller’s knowledge. Datamisation gives your call centre managers an instant snapshot of every agents’ productivity and how to help hone their performance. It all adds up to a more positive effect on your call centre’s customer satisfaction targets. Job done.
HAPPY CUSTOMER, HAPPY DAYS
Every company juggles a complex maze of info, relevant to their products and services. Add to this playing field – each caller’s unique set of wants and needs – and you’re left with big data. Data overload. The key performance metrics relating to customer satisfaction are practically overwhelming, unless you’re ‘Rain Man’. The unfortunate outtake is a reputation for being insensitive to the value of your customer’s time. It kills loyalty to your brand. Managing customer queries, concerns, and problem solving all in a timeframe that satisfies or better yet impresses, is the sweet spot we hope to help you achieve
Literally seconds ‘on hold’ separates the good call centres from the great ones. Performance is God. Between daily call volumes and a growing list of key performance metrics, your supervisors and agents barely have a moment to sit back and see the bigger picture. Datamisation gives your team access to the right info in an easy-to-digest format. The outcome? Max efficiency and an ability to address operational issues, before they hit your bottom line. With simple, straight-up analytics delivered in realtime and customised data, your call centre is in the box seat for success
Show me the money’, we hear you say…
CRY CENTRE OR CALL CENTRE?
Infonetics Research, Comdisco/BellSouth/Oracle Vulnerability,ContingencyPlanning Research In February 2012, the United States FCC made new rules that
require VoIP providers to report 30-minute outages that affect 911. Simply doing routine upgrades could create this kind of outage in many networks. Source: “MakingVoIP Geo-Redundancy Actually Work Well” by Mark RLindsey REVENUE PROTECTION Service providers often overlook investing in solutions designed to address reliability, resiliency, and availability because it has traditionally been difficult to highlight the direct link between HA and revenue generation.
However, by quantifying the real cost of IT-induced downtime and evaluating the business-continuity options available, providers can avoid the risk of downtime by matching their spending on protection solutions with what the business stands to lose.
75% OF PEOPLE ARE WILLING TO SPEND MORE WITH A COMPANY THAT PROVIDES POSITIVE CUSTOMER SERVICE. CALLERS EXPECT THEIR AGENT TO BE FRIENDLY, KNOWLEDGEABLE, & EFFECTIVE, AS WELL AS FAST. REMEMBER IF YOU CAN MEASURE IT, YOU CAN MANAGE IT.
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