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:
Operational Costs Reduction
- Increase Workforce Productivity
Real-time automated performance feedback to agents to monitor AHT, FCR, Quality and other key metrics improves productivity by up to 10% and enables self-correction quickly. Analysis of agent desktop application usage (Desktop Analytics) help track productive and unproductive activities of agents. - Improve Supervisor Effectiveness
Supervisors can spend more time with agents and coach them better instead of searching for data to prepare routine reports. Apart from saving up to 2 hours a day per supervisor, the span of control can be increased by 50% to 15 agents per supervisor. - Reduce calls to live agents
Better IVR effectiveness can improve self-service and reduce the number of call transfers to expensive live agents significantly. - Reduce MIS costs
Routine reports are automated and hence in-house MIS system development , MIS team costs can be reduced by up to 60%. - Enhance Management control
Executive dashboards and alerts highlight problem situations and help top managers track trends & take decisions to put performance back on track quickly.
