A call center’s core business is customer service and satisfaction. The vast majority simply can’t afford to have business analysts on staff to monitor every key KPI and alert decision-makers to successes, problems and trends related to each.
Eleveo’s tools give every user in the contact center access to the metrics that really matter to them.
KPIs and Call Center Metrics are statistics (e.g., averages, percentages, totals, etc.) that measure your call center's operations. Metrics provide invaluable insight into your organization’s efficiency and performance. The call center metrics most contact centers track pertain to the customer experience and the performance of their people and processes.
Customer experience metrics display customers' views of service interactions, products, and/or your company as a whole. They help you track your progress toward important business goals, such as improved retention rates, increased customer loyalty, and a higher average lifetime value of customers.
These metrics include Average Handling Time, First Call Resolution, Average Resolution Time, Customer Effort Score, Net Promoter Score and more. By allowing contact center managers to track these metrics across all channels Eleveo can help you optimize call center effectiveness.
Through Eleveo's analytics and robust quality management features - including our Auto Quality Management tool - supervisors can measure customer experience, agent performance and process effectiveness and subsequently formulate strategies to improve each.
Operational efficiency metrics reveal how smoothly your contact center functions. Based on these call center metrics, you can identify how effectively it allocates resources and controls costs.
Eleveo's Auto Quality Management (AQM) tool scores 100% of calls based on the metrics contact center leaders deem important. Those metrics include:
Eleveo designers developed our analytics dashboard to provide users at every level of the contact center organization with an intuitive, at-a-glance presentation of all the data they need to do their jobs well. While agents, managers, team leads, schedulers, executive leadership may work from a common Eleveo dashboard, each individual's dashboard populates with data and KPIs exclusive to their area of responsibility. For example:
Eleveo's common dashboard makes information sharing up and down the organization easier. By displaying data on each individual's dashboard based on their role within the organization Eleveo's streamlines analysis and decision-making.
Eleveo’s analytics capabilities create a 360-degree workflow solution for optimizing your business - a feedback loop consisting of metrics, feedback, training and performance. Our integrated, automated, and visually intuitive analytics and dashboards do all the data mining and KPI calculations and present decision-makers with insights at-a-glance.
Eleveo strives to simplify complexity for contact centers, reduce interruptions, and provide cost-effective, user-friendly, scalable software that can be hosted anywhere. Learn more today by filling out the form.
Eleveo a.s.
IČ: 25730151
Karolinská 650/1
Prague 8, 186 00
Czech Republic
info@eleveo.com
+420 222 554 112
Eleveo Inc.
Franklin, Tennessee
+1 (615) 224-3414
Eleveo a.s., organizačná zložka Slovensko
Košice, Slovakia
+421 948 892 189