As the COVID-19 crisis unfolds, contact centers are experiencing staggering increases in call volume, repeat calls and hold times. Contact center leaders strive to maintain service reliability with reduced staff and many agents are working from home with fewer resources. Customers, many of which are used to support from branch or retail locations, are forced to navigate IVRs and are looking to agents for answers to complex inquiries.
Reduced staff, call center closures and agents working from home with fewer resources
Where are your customers abandoning the IVR?
Which steps are not clear to the caller?
Are callers inputting valid responses?
What improvements can be made to improve self service?
Drill down into individual metrics with an agent performance heat map. Identify targeted training opportunities to increase first call resolution and CSAT.
Daily repeat caller rate
Call types with repeats
Repeat call rates by call reason
Trended repeat call rates
Transfer rates per agent
NPS per repeat caller rate
"We can finally trace the multitude of things a customer does – and given what they do – how it affects the bottom line of our business."
Lori Bieda, Head of Analytics Centre of Excellence, Bank of Montreal