Customer behaviour analysis & Call centre drivers

Customer behaviour analysis & Call centre drivers Full analysis of call centre and customer behaviour analysis identifying trends, activity, costs, with a view to understanding efficiency dynamics and customer service improvements.  Inbound, outbound, agent performance, KPI’s, call quality evaluation, performance metrics, benchmarking etc.

KPI's and other performance metrics used together with customer behaviour analysis can be very revealing to a Credit Manager

Our analysis combines data relevant to quality and quantity to give meaningful information relating to performance analysis and key performance indicators which in turn impact on business performance.

We analyse data such as calls offered, average speed of answer, agent performance, abandoned rates, outbound calls, calls transferred internally, IVR events by day/week/, time periods, events/campaigns, conversions etc paying particular attention to trends and patterns. This is useful when it comes to analysis of costs or opportunities lost, or areas for improvement.

Some of this will be dependant on the raw data available via your telephony systems but some of this can be calculated using formulas.

With regards to quality, we analyse how a call is handled, and the types of calls being made and received helping to present opportunities for improvement. You can use this service in conjunction with our training and coaching services to help improve business results.