International Daily Newspaper
July 17, 2018
Media and Communications
July 17, 2018

Energy Retailer

CONTACT CENTRE AGENT QUALITY MANAGEMENT

Texas based Energy Utility offering discount Gas and Electricity

THE CLIENT’S NEED

The Utility required analytics on:

  • Agent behavior during interactions
  • Interactions between the IVR providing self-selection and the transfer to appropriate queues
  • The nature of hand-offs or transfers between agents
  • Identify key experience metrics through the end-to-end process
  • Enable continuous improvements
  • Monitor the activities of the remote Business Process Outsourcer (BPO)

THE CR-X SOLUTION

CR-X was configured to collect feeds from all IVR and CTI platforms -both at the business process outsourcer and the companies own Centre.

CR-X collected all relevant data about the Agents daily activities and their interactions with customers.

We measured the performance of individual agents, teams, departments and the contact center a whole.

The metrics collected on the CR-X platform allowed management to observe the activities of the BPO partner remotely and also to monitor calls transferring to and from the partner platform to the company’s in-house center.

Customer Experience and call journey analytics are important outcomes.

Abandoned and repeat calls can be analyzed and contained.

 

But the ability to see agent behavior in near real-time has become a focus of management priority.

By establishing agent behavior and activity intra-shift (average handling times, after call wrap-up, bounced calls, on hold, off hook, breaks etc.) the management has a better handle on work force management, manning levels for different queues and overall superior center management.