Leverage Existing Technology
There is no need to change or upgrade your existing infrastructure. CCA’s footprint is very light and sits on top of all of your existing data systems, e.g. Multi-Media, CRM, WFM and Data Warehouse.
Optimise Service Strategy with Complete Visibility
Who is it for?
- Larger and more complex Contact Centres
- Companies looking to fast-track their Contact Centre Business Intelligence
What’s Included?
- Everything in CCA Pro
- CCA True Insight
- A centralised KPI Scorecard reporting system, covering the Contact Centre’s multiple critical dependencies. Here is a list of recommended modules:
- 1. KPI Summary
- 2. Team/Agent Balanced Scorecard
- 3. Shrinkage
- 4. Adherence
- 5. Demand Drivers
- 6. First Contact Resolution
- 7. Customer Satisfaction
- 8. NPS
- 9. Attrition
- 10. Customised Modules
Pricing
- Single Server as well as per Agent monthly licences are available
- Pricing bundles are available, according to the number of modules subscribed.
- Billed monthly, cancel anytime.
Please contact us for an indicative quotation based on your needs.
* The monthly SaaS model includes support, and provides for:
- Unlimited Hotlines/Sites/Departments/Teams
- Unlimited Supervisor Licences
The total cost of ownership will vary according to the one-time setup and configuration requirements, as well as hardware and redundancy preferences.
True Insight Samples
Performance & Productivity – Channel Insights
- With your essential KPI reporting being fully automated every day, you can painlessly access critical Contact Centre metrics yourself 24×7, and monitor adherence to Daily, Weekly, and Monthly Performance & Productivity SLAs.
- With an intuitive Point & Click design, you can select and filter different Departments and Channels, chose between Graphical and Classical Report styles, and go as far back in time as you need to go to spot seasonal trends, and anomalies.
- Being fully integrated with the suite of other True Insight modules, with a single click, you can quickly identify the root cause of any Performance or Productivity issues.
Contact Drivers – CRM Insights
- Quickly identify the reasons behind sudden changes in customer activity. Linked from visual alerts in the Starter Pack, potential looming impact can be identified and recovery processes can be implemented promptly and proactively before any serious damage has been done.
- With a simple and intuitive Point & Click interface presented by Department, by Channel, by Product, up to 4 tiers of reason code details can be accessed within seconds.
- With the details behind high volume manual processes being clearly visible, this instinctively triggers process improvement initiatives towards self-help, automation and AI. Historical trending information is just a click away, so you can painlessly monitor the success (or failure) of process improvement initiatives.
Shrinkage – WFM Insights
- Get a full picture of your Staffing, with Scheduled versus Actual FTE, as well as your 1st level Shrinkage (staff not in the office at all), 2nd Level Shrinkage (staff in the office but not productive) and Missing staff, by Hours or Percentage
- Identify trouble spots and wastage quickly, as well as seasonal trends; Point & Click to drill down to see the details by team or by agent, including recurrent unsavoury behaviour such as staff taking Medical Leave before/after Off Days or Annual Leave.
- With 1st Level Shrinkage and 2nd Level Shrinkage being reported together by Day, by Week, by Month, you can optimise your Resources and Headcount / Leave Planning.
First Contact Resolution – CRM Insights
- The most powerful information source behind repeat contacts, this is the most accurate way of calculating FCR & Non-FCR, and the most effective at reducing Non-FCR cases.
- Get true FCR insight with CCA’s unique case analysis technology which automatically detects and reports repeat customer activity within 12/24/48/72 hours by Customer, by Department, by Product, by Reason for Contact, by Agent.
- With self-service Non-FCR insight coming through daily, managers can discover the root causes behind repeat contacts and take action quickly, rather than waiting for issues to become pandemic before they are investigated. Change initiatives can be monitored for success in near real time.
The CCA Continuous Improvement Cycle
How does it work?
Intially CCA provides managers with the ability to tackle obvious issues and normalise Contact Centre performance and productivity. Thereafter managers can constantly monitor the Contact Centre for improvement opportunities based on emerging activity or impact.
In steady state, CCA provides managers with the opportunity to consistently work on the bottom 20%, be it filling productivity gaps, or to identify opportunities for quality / process improvement, digitalisation and the deployment of AI.
This improvement cycle serves to continually raise the bar over time and allow Contact Centre heads to optimise and fine tune their Customer Service Strategy to meet the evolving Customer Service landscape.
Guaranteed 10% improvement
in Performance & Productivity
during your
Free 30-Day Trial
(T & Cs apply)
Learn More >>
High Return on Investment
Subject to the scale of Contact Centre Operations, direct or indirect Return on Investment is achieved in 1 to 3 months, with a radical benefits curve being experienced very quickly after Go-Live.
Global Support Help Desk 24x7
Multi-Channel & Multi-Lingual to meet customer preferences, with strict SLAs in place to track response times and ticket status. This provides customers with a guarantee of swift closure to support related enquiries.
Award Winning Productivity Solution
Recently voted as the Best Productivity Solution of the Year by the Contact Centre Association of Singapore, for the CCA implementation in a leading Asian Telecommunications giant’s multi-site, multi-lingual Contact Centre.