Monday, August 26, 2013

Do you measure how many calls are "avoided" in your contact center?

We've created a new "Call Avoidance" (CA) metric querying capability which gathers data relative to agents avoiding calls.

Unlike more typical call center statistics such as "AHT" (Average Handle Time), determining your center's CA stats may be different depending on your particular interpretation of how to measure such avoidance.

You may want to brainstorm and think of all the different ways calls could be avoided by agents in your center.

Once that question is answered, we can begin to be able to build business rules definitions in order to help you capture that data.

For example, Company A might say a call is being avoided if the agent hung-up first (before the customer) AND the call contains 70% or more of hold time, while Company B might say a call is avoided if its an incoming call greater than 10 seconds with more than 30 seconds of hold.

Based on the established business rules, the # of calls being avoided can be tracked and then analyzed by specific agent.

This kind of report should be extremely useful in helping to identify opportunities for agent improvement.

Call Avoidance, First Call Resolution, AHT and other data is available in Virtual Observer Version 4.

FCR and AHT are also available as widgets in Version 4 of Virtual Observer Dashboard Analytics.
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Thursday, August 08, 2013

Reinventing our DMCC pricing model

News rang out over the wires yesterday about our breakthrough DMCC Discounting Program for Avaya Customers and VARs.

This Avaya-specific pricing adjustment which will present Avaya customers with the ability to purchase DMCC call recording licenses at a tremendous discount to further assist with the costs associated with Avaya DMCC and TSAPI licensing requirements.

The pricing adjustment, branded the "DMCC Discount", is designed to help maintain our position as market leader in providing high quality workforce optimization solutions (WFO) within an overall lowest cost of ownership philosophy.

The purchase price not only includes the DMCC call recording licenses, but also includes a bevy of call monitoring features, including scoring and evaluation, performance and trending dashboard analytics, Agent Portal and E-learning, PCI or HIPAA compliance, “VO Live” screen monitoring for agent assistance, and more. Other features available include workforce management, speech analytics, desktop analytics and more.

Avaya customers looking to transition from a legacy recording architecture to a more virtualized, software-only hub and spoke-style platform can do so by considering a DMCC recording method. DMCC recording solutions can be purchased through CSI or any of our Avaya business partners.

Read the complete news piece about our DMCC discounting program.

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