What If Scenario Analysis (WISA)
WISA (also referred as deterministic simulation or sensitivity analysis) is one of the key applications of data mining based mathematical modeling. WISA helps in scenario planning to measure the effect of unexpected events in a program so that the business managers can avert the event altogether or they are better prepared to face it. The model establishes a mathematical relationship between a set of input variables and an output by calculating the weightage of each input. The managers can adjust the input values and see if the output is within tolerable limits.
WISA helps differentiate important metrics from the less important ones. Once the managers learn how sensitive the output is for each of the inputs, they are in better control of the output which may be a business critical KPI such as customer satisfaction (CSAT).
Typical applications of WISA in customer experience management using Metrica’s PredicaWorks are given below:
- What if the call volume goes up by 15% next week? How will it affect ASA, Service Level, Average No. of Calls Waiting, # Agents required, Agent Utilization etc?
- How much improvement in efficiency (# of agents required, Service Level etc) can be achieved if AUX time is reduced by 10%?
- How CSAT will be impacted if AHT is reduced by 10%?
- How sensitive is CSAT to FTR?
- How CSAT will be impacted if the call volume goes up by 15% next week?
- How the agent’s training & quality scores impact FTR and hence CSAT?
- How staff attrition rate will affect my SLAs like ASA, Abandon rate etc?
- How addition of 100 trainee agents will impact CSAT, FTR, Revenues etc?
- How much impact CSAT has on customer attrition?
The above given scenarios are only examples. The analysts can build any type of ‘ what if’ model provided they have the relevant historical data.
