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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