Enhancing Call Routing and Queue Management through contact centre analytics with Dataplatr

"Call centre inefficiencies are caused due to various factors. One of the leading contributors to the inefficiency is the process related issues which are caused due to inefficient call routing, long call handling times and task repetition. Addressing the above issue of prime importance for call centers looking to improve their efficiency. Dataplatr with its expertise in call centre analytics solutions can help overcome the issues caused due to inefficient processes.

Dataplatr with its contact centre analytics capability helps organisations uncover the root cause leading to inefficient processes like poor integration between systems, outdated routing algorithms, poor alignment of skills with needs, error in forecasting call volumes, insufficient training and staffing to name a few. We utilize our analytics capability that enables our clients to understand the core issue that is causing inefficiency.

Dataplatr's call centre metrics analytics and reporting ability enables call centres to identify peak call times, assess the agent’s skill and performance, forecast demand, and identify staff insufficiency by making use of our skills in integrating and unifying data to overcome the technological limitations across systems. Also, our expertise in predictive analytics, workforce analytics, process optimization analytics etc., can help call centres uncover hidden data and get insights into the actual reasons that are leading to process inefficiencies.

Our capabilities in identifying peak call times enables call centres to modify the routing and allocate resources based on the call volume and traffic. In addition, our contact center data analysis ability to identify patterns can help call centres to identify queries that are repetitive and automate them and allocate resources to queries that are complex or critical in nature."