Call centre consulting
Software for assessment and performance improvement
Service demand
Demand profiles by quarter, day-of-week and user-defined time-slot
Key performance indicators
Service capacity
Capacity profiles by quarter, day-of-week and user-defined time-slot
Comparison with demand profiles to identify the effectiveness of your resource planning
Analysis of options
Assessment of the impact on resources of key variables such as call-duration, occupancy and staffing levels
Customer profiling
Profiling by 30 caller types, 9 subject categories and 30 topics within each category
Volume, profile and rank across quarter together with profile and rank by caller-type