HOW RELIABLE DATA IMPROVED CONTACT CENTER PERFORMANCE for ONE OF THE BUSIEST UTILITIES PROVIDERS IN THE U.S.
Use Case For Utility Services By
FIXING COSTLY DATA RELIABILITY ISSUES
This U.S.-based utility services agency provides essential environmental programs and public services for one of the nations’ top ten largest cities. Due to the criticality of these services to the city’s population, there is constant pressure on the agency’s contact center to efficiently answer and resolve a large range of daily inquiries. In addition to being challenged with managing a high volume of daily calls, emails, and online requests, this agency was also unable to plan, resource, and operate the contact center effectively due to unreliable data and reporting, which made managing the contact center operation a slow, extremely complicated, and costly process.
DATA DISCREPANCIES INCLUDE:
- Total Call Backs Requested
- Total Call Backs Handled
- Total Call Back Retries
- Total Call Back Wait Times
- Total Unsuccessful Call Backs
Fixing Costly Data Reliability Issues
The agency’s Workforce Management (WFM) team discovered data integrity issues when their existing reporting tool was unable to accurately monitor the contact center performance data, noting multiple discrepancies related to call-backs.
Upon detecting a significant increase in call wait times, missed calls, and unsuccessful callbacks, the WFM team initially believed the problem was related to staffing issues – but was not able to confidently identify that as the problem. This inaccurate and unreliable data had critical impacts on the customer call-back option that led to declining agent performance, increased operational costs, and overstaffing within the contact center to try and fix the problem.
The unreliable call-back data made it increasingly challenging for the WFM team that relied on accurate data to plan for future staffing, resourcing, and budgeting decisions – making this a long-term and extremely costly problem.
The objective for emite was to provide a reliable reporting tool to the utilities agency that was capable of analyzing and validating vast amounts of detailed call flow metrics and data with pinpoint accuracy. The ability to track call-back data, call wait times, and successful call-backs with precision would help the WFM team to understand first what was causing the data integrity issues and then enable the WFM team to use emite’s data against the agency’s existing reporting tool to ensure the data was accurate. emite would ultimately give the WFM confidence that they could rely on their contact center data to make better decisions, plan more strategically, and ultimately run a more effective and efficient contact center to help support the city’s residents.
How emite Helped the WFM Team Improve the Experience for City Residents
By using emite’s reliable customer experience, call flow, and agent performance data, the WFM team is now able to gain real-time and historical insights to help to track key metrics over time and against specific business objectives.
Access to reliable data via emite and confidence in that data has given the WFM team the tool they need to make immediate improvements to contact center operations and prevent future problems that could disrupt service or create a poor experience for the city’s residents,
emite was able to provide the accurate and reliable data which empowered the utility provider’s WFM team to:
- Reduce call wait times
- Spend less time on calls
- Improve customer experience
- Improve data integrity
- Visualize data insights
- Make real-time informed decisions
- Increase volume of calls handled
USING RELIABLE DATA TO PREVENT COSTLY DECISIONS
After implementing emite, the utility provider’s WFM team was able to quickly identify skewed data coming from a break in the data processes within the Callback Option metrics.
By performing data validation and integrity checks, emite was able to identify and fix costly data discrepancy issues that dramatically improved:
- Agent performance
- Staffing and training
- Resourcing decisions
- Operational decisions & budgeting, and
- Ultimately saved the city potentially millions of dollars in additional resources due to unreliable data
Workforce Management
Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.
Omnichannel Reporting & Analytics
Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Ingest Multiple Data Sources
emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
Interaction Analytics & Sentiment Analysis
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
Competitive Pricing
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
Learn More About How emite Can Help with Data Reliability
Get in touch with your regional emite office.
