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 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.
The strategic initiatives that can be driven using Unified CEA are:
Customer Experience Improvement
- Align performance goals with strategic objectives
Tighter monitoring of KPIs such as ASA, Hold time, Service Level and Customer experience replay analysis make customer experience very consistent and pleasant. - Improve First Call Resolution
Repeat call analysis, Root cause analysis, real-time feedback, action plan to correct and agent training need identification improve FCR. Unique program improvement tools like 4-Quadrant Report help drive the FCR very effectively. - Enhance Self-service experience
Identification and elimination of IVR pain points, monitoring of IVR AHT, monitoring of end to end service level from IVR to ACD to Agent using cradle to grave analysis improve self-service effectiveness. - Real-time performance management
ensures quick remedies for service level impacting issues like poor staffing, high call volume etc.
