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:
Revenues Improvement
- Tighter monitoring of sales KPIs
Correlation of call and sales related metrics help identify the revenue drivers. Modeling the call data from telephony system, sales data from CRM and Quality data from call recording system together help in root cause analysis for non-performance. - Incentive management
Automated incentive calculation improves accuracy and timely payment of incentive to employees which in turn drives employee satisfaction and performance. Agents who know in real-time how much incentive they have earned at any point of time will feel motivated to perform better. - CRM analytics
Slicing & dicing and multi-dimensional analysis of revenue data by team, geography, product etc will help discover the sales trend and improvement areas. Data can further be cleansed and prepared for targeted marketing using external data mining tools.
