At Dataplatr, we recognize that traditional call center metrics like First Call Resolution (FCR), Average Handle Time (AHT), Call Abandon Rate (CAR) and Customer Satisfaction (CSAT) are critical for ensuring the efficiency. However, our advanced call center analytics solutions and capabilities enables call centers to leverage underutilized metrics such as
Agent Utilization Ratio
Agent Emotional Intelligence (EI)
Agent Knowledge and Skill Proficiency
Customer Effort Score (CES)
Self-Service Deflection Rate
Call-back Request Rate
Silent Time During Calls
Customer Lifetime Value (CLV)
Transfer Rate Analysis
Call flow and Navigation Metrics
Real-time Sentiment Analysis
can provide vital insights and help call centers to identify hidden inefficiencies and provide opportunities for improvement. Our expertise in data strategy and advanced analytics ensures that every metric contributes to optimizing performance and enhancing customer satisfaction.
Dataplatr's expertise in call center metrics, analytics & reporting manages and transforms the vast amounts of data generated by call centers into actionable insights. Our advanced contact center analytics converts them into reports that highlights critical trends and act as performance indicators. With our analytics, call centers can compare their KPIs with industry benchmarks to understand what’s working and what’s not working by identifying areas of success and areas of improvements.
At Dataplatr, we systematically process wide range of data, like demographics, call related data, agent related data and customer related data through our comprehensive contact center data analytics framework into actionable recommendations. We use our Descriptive, Diagnostic, Predictive, and Prescriptive analytical capabilities to identify trends, patterns, and outcomes for making informed decisions that drive operational efficiency, enhance agent productivity, reduce costs and elevate customer experience.