Background
Industry: Financial Services
Location: Irvine, California, USA
Challenges:
1. Lack of Real-Time Insights:
The absence of a real-time monitoring system made it difficult to gain immediate visibility into key performance indicators (KPIs) related to customer support. This limitation hindered timely decision-making and prevented proactive responses to call traffic changes and customer needs.
2. Manual, Excel-Based Reporting:
Reporting on agent performance and call metrics relied heavily on manual processes in Excel, which were time-consuming and prone to errors. The manual nature of these reports often resulted in delays in accessing important insights, affecting the ability to make data-driven decisions.
3. Inconsistent Agent Performance Tracking:
Tracking individual agent metrics took a lot of work, making it challenging to get a detailed view of total calls, talk time, and efficiency ratios. Without granular insights, it was difficult to identify top performers, pinpoint areas for improvement, or allocate resources efficiently.
4. Workforce Management Difficulties:
Aligning staffing levels with customer support demand was a constant challenge due to the lack of comprehensive metrics for workforce availability, such as total agents and logon times. This often led to either understaffing or overstaffing during critical periods.
5. Limited Call Traffic Analysis:
Analyzing call traffic was labor-intensive, resulting in delays when adjusting for high call volumes or peak hours. Without insights into inbound versus outbound calls, queue information, and other key metrics, efficiently managing call queues was difficult, impacting the customer experience.
6. Suboptimal Efficiency Monitoring:
Measuring efficiency ratios, such as talk time versus logon time, was challenging with existing systems. This limited the ability to optimize agent utilization and enhance overall operational efficiency.
Our Approach:
To address the challenges faced by Liberty1 Financial, Lets-Viz Technologies, a business intelligence consulting firm, implemented a comprehensive solution using Zoho Analytics. The approach included designing a custom business dashboard for real-time performance tracking, enabling individual agents and managers to monitor key metrics effectively. The implementation process involved the following steps:
Requirements Gathering:
The initial phase focused on understanding Liberty1 Financial’s specific requirements. Meetings with stakeholders helped identify the KPIs that were crucial for their operations, such as total calls, talk time, queue metrics, and efficiency ratios.
Tool Selection:
Based on these factors, we decided to build dashboard in Zoho Analytics for their sales analysis.
Data Integration:
Existing data from manual Excel reports and call management systems were integrated into Zoho Analytics. This involved setting up data connections, transforming the raw data into a format suitable for analysis, and ensuring data accuracy.
Dashboard Design and Development:
A dashboard was designed to provide a user-friendly interface for both individual agents and managers. The dashboard featured key performance indicators (KPIs) such as total agents, logon time, call volumes, talk time, and queue information. Visualization techniques, including bar charts, line graphs, and heat maps, were employed to present the data effectively.
- Total Agents / Sales Rep
- Logon Time By Sales Rep
- Total Calls By Sales Rep
- Inbound and Outbound
- Calls By Sales Rep
- Talk time by Sales Rep
- Queue time/waiting time by Sales Rep
- Avg. Call duration by Sales Rep
- Call time as a % of logon time by Sales Rep
Real-Time Monitoring Setup:
The system was configured to update data in real-time, allowing users to gain immediate insights into their performance and call traffic. Automated data refreshes were established to keep the dashboard current without manual intervention.
User Training and Onboarding:
Training sessions were conducted for agents and managers to familiarize them with the dashboard’s functionalities. The training focused on how to interpret the KPIs, use the dashboard for day-to-day operations, and leverage the insights for decision-making.
Results:
Workforce Management / Optimal Staffing:
Helps Sales managers assess whether the current number of agents is sufficient to meet the anticipated demand. Ensures that the workforce is appropriately staffed to handle customer interactions.
Real-Time Workload Assessment:
Provides immediate visibility into the total talk time of calls in the queue, helping users assess the current workload and prioritize actions accordingly.
Resource Allocation:
Enables managers to allocate resources efficiently during peak hours or specific periods of increased customer activity. This ensures that customer queries are addressed promptly and wait times are minimized.
Performance Monitoring and Availability Tracking:
Provides a quick overview of the availability of customer care agents. Managers can monitor fluctuations in agent availability throughout the day and make adjustments as needed.
Demand Analysis:
Offers an immediate and clear understanding of the volume of incoming calls, allowing managers to gauge the current demand for customer support services.
Agent Efficiency Assessment:
Efficiency Benchmark: Serves as a benchmark for evaluating the efficiency of customer care agents. A higher ratio suggests that agents are spending a significant portion of their logged-in time actively assisting customers
Goal Tracking:
Facilitates goal tracking by quantifying the percentage of agents meeting the specific target. Users can monitor progress over time and set benchmarks for continuous improvement.
Operational Efficiency:
Reflects the operational efficiency of agents in outbound communication by gauging their success in reaching the target number of calls. Users can assess how well agents align with the outbound call goal.
Queue Management:
Efficient Handling: Enables efficient management of call queues by providing real-time information. Users can take action to reduce wait times and enhance the customer experience.
Proactive Decision-Making:
Facilitates proactive decision-making by identifying situations where the queue is building up. Users can take preventive actions to avoid backlogs and delays.
Strategic Capacity Planning:
Facilitates strategic planning by identifying trends in queue talk time over different time frames. Users can adjust staffing levels based on historical and anticipated patterns.
Identifying High Performers:
Helps identify high-performing Sales representatives with extensive talk time. Managers can acknowledge and reward agents who consistently provide thorough and effective customer support.
Customer Review
Checkout our 5 Star reviews on Clutch
Helping companies make data-driven decisions to achieve their Goals
Experience superior data analysis with our custom dashboards. Specializing in all tools and technologies, we turn data into visually compelling, actionable insights
