Contact Centre Analyst (CCA) takes Business Intelligence to a different level by creating and displaying new management information that does not exist, or that is highly complex or time consuming to produce.

Customised logic and business rules are applied systematically to raw data sets, converting meaningless big data into high value management insight.

The ability to create and cross reference high value information from multiple data feeds very quickly, exposes significant opportunities for business improvement, removes the need for lengthy management meetings, and significantly reduces the decision making cycle time.

As a result of having new information available, organisations benefit from direct cost savings, maximise their use of resources, plan more effectively and raise the bar across the board.

Contact Centre Analyst (CCA) was born out of necessity, by senior level Contact Centre practitioners, with over 100 years of combined experience in managing large, complex process driven Contact Centre Operations.

Frustrated with delays and limitations of the manual reporting dynamic, the founder, Martin Shaw, was looking for ways not only to automate the day to day reporting, but also to be able to spot emerging impact quickly, and create new insight across the business.

Martin was previously Head of Customer Care for a major global mobile phone manufacturer.

“I spent at least half my time in performance reviews or fire-fighting meetings. There was a lot of wastage. It took hours to find out the root causes of problems, as all of the reporting was manual.  By the time we’d put out one fire, there were 5 other fires burning out of control elsewhere.” 

CCA enables fast decision making and quick resolution to emerging issues.

All reporting processes are fully automated enabling the creation of extensive, and very rich information.

This removes the need for query based User reporting, enabling a sophisticated, yet very easy to use Point & Click Business Intelligence environment.

All tiers of managers will benefit from a consistent set of pre-formatted Real Time & Historical Reports and Dashboards, covering all of the day to day reporting requirements.

All KPIs are consistently reported by Day, Week, Month and Year to Date, which enables Dashboard Users to focus on a set of standardised set of organizational goals.

With business rules set and validated, reporting integrity is 100% assured and maintained over time, so you can be confident that your decision making is always based on accurate information.

Accessible 24×7, wherever you are, all of your day to day reporting information from all critical data feeds, is all in one place, and always up to date.

With all aspects of performance, productivity and quality data side by side, managers get an objective and holistic view of the business, and can strategise effectively.

While existing reporting tools from the core data systems can still be used for very detailed analysis, CCA joins all of the dots together, removes the clutter, and points managers in the right direction with just a couple of clicks.

Managers benefit from eagle eye visibility spanning multiple departments in a single view.

Powerful exception reporting, makes spotting gaps or anomalies easy, even across huge and complex Operations.

With issues, root causes and severity levels being highlighted across the entire business, CCA helps managers to quickly identify issues and prioritise their time.

With consistent, accurate information always available, the CCA visibility system provides an easy way for department heads to manage the business at a glance, with Point & Click drill down capability from macro level to the very micro.

In an intuitive top-down structure, managers at all levels are empowered with new information, to help them spot any gaps in their own departments, which instinctively trigger corrective action.

Equipped with new insight, CCA becomes a natural accountability system enabling proactive issue resolution. With service and productivity gaps being clearly visible, all managers in the hierarchy are able to manage their own departments and resources more effectively.

Access can be controlled by User, and set by Role, by Module, or by Department/Team/Product Line, all the way from Senior Management down to individual Agents managing their own score cards.

With KPI visibility feeding up the chain of command, managers instinctively take accountability for their own business units, fixing problems autonomously, freeing up senior management to focus on strategic matters, rather than being preoccupied with the day to day KPIs.

With significant business improvement happening very rapidly within the first months, thereafter CCA will become the glue that holds the Contact Centre Operations together.

With visibility to Real Time activity, as well as Point & Click access to historical information, managers can plan more effectively, and mitigate the risk of impact from repeat issues.

New issues will surface periodically. These will likewise stand out, enabling immediate corrective action. Fires can be put out quickly, before burning out of control.

Once in steady state, decision makers will be able to focus on new business improvement strategies.

These initiatives will become easier and faster to implement, with the success and failure being immediately visible, enabling fine tuning without risking major impact.

By using information from multiple sources, you can combine Productivity, Performance and Quality information giving a holistic view of Department, Team and Individual contributions.

With Balanced Scorecard reporting being updated automatically every day, corrective efforts can be made to enhance scores while there is still time to make a difference.

Different weightage can be applied to individual KPIs to objectively assess your Teams and Individual output, and allow focus on particular areas of business interest.

This enables a highly effective ranking system, allowing you to quickly identify Top Performers, as well as those that need guidance.

Having a fully automated tracking system covering all key measurement areas, removes the significant effort associated with data gathering for the appraisal process, and allows for completely objective staff reviews.

Available on premise or in the cloud, CCA is made available via contemporary browsers, in a suite of custom built Point & Click Dashboards.

The solution comprises a fully customizable blend of proprietary visualization tools/methodology, traditional reporting tools as well as well established state of the art Dashboard technologies in the market.

Raw data from any 3rd party data system can be extracted via APIs, Robotic Process Automation or via flat files, and can be cleaned and processed, enabling complete flexibility for very specific report customization requirements.

When it comes to data massaging, so long as the business logic is discernable, CCA is not confined by the any limitations that off the shelf tools are often hampered by. Anything is possible.

Security access to CCA is controlled by User, and uses single sign-on authentication by Role, Department and Site.