Business Intelligence for Call Center
Project objective: Boost call center performance
CROC’s BI system allows the bank to utilize comprehensive call center agent performance data for continuous service improvement. For instance, the bank can now identify the most frequent client issues, investigate claims and determine their causes, and continuously monitor agent performance. As a result, the bank has reduced both operating expenses and the number of call center personnel.
- No need to manually collect and process data on call center operation
- Intuitive interface for faster training of call center quality assurance and monitoring team members
- Ample configuration opportunities and almost unlimited scalability thanks to open source software
Industry: Banks, insurance, financial organizations
Customer: Large commercial bank