Call centers provide labor-intensive services, and are often the main contact with customers. Yet few companies employ data analytics to maximize call center operations and measure customer satisfaction. Our experience suggests that optimized call center data analytics can lead to improvements in customer loyalty and cost efficiency.
Metrics include bounce rate, sales target, call volume target, and availability percentage against customer set bounds to provide a score in four major categories to measure overall success. A composite score is generated based on customer set weightings that have date, team, group, and individual CSR dimensionality.