Maintaining the workforce productivity is very challenging for the operation leads and this is very important as far as Customer Satisfaction score is concerned.
Business Challenge
- What are the factors driving agent’s performance or Average Handle Time (AHT)?
- Why is AHT increasing for certain time-period/weeks?
- What the the actionable opportunities to drive efficiency and productivity of agents?
- How to Monitor KPIs, productivity metrices and driving governance across all sites and business verticals?
How does InvoLead Help?
- Using AI driven Machine Learning models, we continuously monitor and track operational competency indices such as AHT, resolve rate etc. across sites and business verticals
- The Machine models identify the impact drivers (both positive and negative – such as training, tenure, shift, schedule, process change, agent profile etc.) behind site and also detect the business level performance fluctuations.
- Helps in recommending the analytics driven actionable opportunities to drive and productivity.
- Enable personalized user experiences through targeted recommendations and tailers insights.
- Incorporate insights gained through AI to enable performance-based routing, agent segmentation and performance forecasts.
Potential Benefits
- Deep understanding on the factors driving agent efficiency and AHT
- Deeper insights why AHT is low or high
- Improve agent performance efficiency in the range of 5% – 15%.