Multi-Channel Strategy Planning Solution

Multi-channel customer service delivery is the need of the hour to retain customers as they prefer to interact with companies on their terms. Hence, it is imperative to monitor their interactions across channels to understand their preferences and pain areas.

Metrica's Strategy Planning solution helps managers monitor the trends of key metrics for each of the channels through Cradle to Grave (CTG) analysis and Data Mining.

Features of the strategy planning solution are:

• Cradle to Grave Reporting
• Forecasting & Trend Analysis
        - Monitor various metrics like CSAT, # Calls, Staffing Level, ASA, AHT, FTR & other metrics
  
• 'What If' Scenario Planning
        - Identification of Root causes of Service Impacting Problems
        - What if the call volume doubles next week? How will it impact ASA & CSAT?
        - How reducing AHT will impact CSAT?
        - What will happen to FTR if 100 new agents are added next month
  
• Customer Churn Analysis
        - Understand the Impact of Customer Experience on Churn
  

Business Benefits of the strategy planning solution are:

• Discovery of Customer Pain Points & Preferences and Respond Quickly
• Increased Accuracy in Scenario Planning & Control on Costs
• Reduction in Customer Churn by 2% to 5%