High Definition Telecommunications AnalyticsTM
High Definitions Telecommunications AnalysisTM software reinvents the art of contact centre planning to resolve modern challenges. This web based transaction analysis engine provides an enlightened view of capacity requirements across all levels of infrastructure including IVR, ACD, Agent.
Easily identify call flow bottlenecks and undesirable behaviour such as call bursting, understaffing, overstaffing, aggressive throttling and many other costly obstacles to maximizing contact centre revenue and customer satisfaction.
This integrated suite of web based tools blends business intelligence multi-dimensional analysis with the first and only set of measurements that demystify your capacity challenges.
Easily integrate enterprise wide metrics from multiple sources including all of the conventional ACD statistics that you’ve grown accustom to.
Measure internal performance and the performance of outsourcers. Manage your partner relationships with metrics that remove the incentive to under provision and deflect your customer’s business.
High Definition Call Analytics is the modern replacement for 30 minute interval metrics. HD analytics is a more granular more actionable form of measurement. Instead of seeing disparate metrics for call counts, handle time, abandons and service levels, HD Analytics presents all measurements in terms of agents. For example:
· Number of additional agents needed to meet a service level without blocking or deflecting callers.
· Number of agents that an outsourcer under-delivered compared to plan.
· Number of agents of spare capacity throughout the day, week, etc.
· Dozens of additional Metrics which describe with precision how to move from the status quo to a reality-based state of optimization.
Reality is another core-strength of HD Analytics. Conventional 30-minute metrics assume that calls arrived relatively evenly and are routinely distorted by abandon, redial and service delays. HD Analytics ignores coarse 30-minute aggregates and focuses instead on call details that describe the exact relationship between plan and reality. HD analytics also examines a broader scope of network wide activity.
The conventional art of forecasting can’t reliably move beyond 30-minute forecasts. Flat staffing for 30-minutes at a time virtually guarantees some combination of poor service levels, low labor utilization, service denial and lost revenue.
HD analytics are all about granularity and the improvements that granularity delivers simultaneously to labor utilization, service levels, customer access, revenue and profitability.
Example:
100 Year old planning methods continually shift the staffing plan to the right and down. Over time call centers are draw further and further from the staffing patterns that maximize service levels, customer access and revenue. HD Analytics immediately identifies the gap between reality and the costly fiction that may have evolved over time. In the illustration below HD recognizes that the prevailing staffing pattern (Grey) cannot recognize 1000 hours of required Labor (green). Instead, the grey staffing pattern has poorly timed labor (red) during periods where agents will only be catching up on the work that has ricochet to the end of each day. Moving to the HD staffing pattern immediately put the call center on the curve that allows them to meet service levels without denying service or deflecting calls. The more granular 15-minute schedule also improved labor utilization with no change to total staffing.
