Metrica’s solutions are designed ground up to drive your key strategic initiatives such as improving customer experience, reducing operational costs and increasing revenues. Unified Customer Experience Analytics (Unified CEA) framework from Metrica helps organizations execute their strategic initiatives more rigorously in a holistic and cost efficient manner that were not possible before.
By providing actionable insights and collaborative performance tools to all the stakeholders anytime, anywhere at their fingertips, you can empower them to take data based decisions quickly to improve the overall business performance substantially.
Customer Experience Improvement
- Align performance goals with strategic objectives for operational excellence.
- Manage customer service metrics like service level, AHT, hold time, wait time, quality etc in real-time.
- Improve First Call Resolution rate.
- Enhance IVR Self-service experience.
- Strategize using ‘what if’ scenario analysis tool
Operational Costs Reduction
- Increase workforce productivity.
- Improve supervisor effectiveness.
- Monitor agent desktop application usage.
- Reduce calls to live agents.
- Reduce MIS costs.
- Enhance management control via executive dashboards.
Revenues Improvement
- Monitor sales KPIs more rigorously.
- Improve incentive management.
- Offload routine tasks like MIS reports preparation from supervisors to help them coach agents better.
- Empower staff with actionable data through multi-dimensional reports, KPIs, dashboards, alerts, trend analysis etc.
- Analyze CRM data.
Enabling Collaborative Work Culture for Excellence
- Promote team work and knowledge sharing using Web 2.0 collaborative tools.
- Publish performance data transparently and seek ideas to improve.
- Make performance analytics pervasive by enabling quick adoption of tools.
