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Contact Center Process Improvement

Are you faced with customer satisfaction and performance issues in your contact centers?

Are your agents’ workflows and processes streamlined to optimize their productivity?

Kiran Analytics can help you.

Key Benefits

Reduces average handle time

Improves customer experience

Improves operational efficiency

Contact Center Productivity and Service Quality Challenges

Most contact center managers rely on technology and agent training to address customer satisfaction and workforce productivity issues. Yet, inefficient processes and workflows are the primary causes of poor customer experience, low productivity, and high agent turnover. Process-driven analysis helps identify the root causes of inefficiency and prescribe the proper solutions for improvement.

Even contact centers that are achieving their performance goals can benefit from process-driven analysis prior to annual budgeting, consolidation, or resource planning for new work. Without process-driven analysis, it is difficult to predict the resources that will be required to address the new workload.

Improve Agent Productivity and Customer Experience

Kiran Analytics can help your bank achieve the optimal balance of operational efficiency and customer experience in your contact centers.

Our advisory service utilizes data collected from on-site observations (e.g. time studies, work sampling) and from telephone systems and desktop technologies. Correlation of these data provides insights for contact center process and workforce productivity improvement using an analytics-driven approach.

Improve Agent Productivity and Customer Experience

Kiran Analytics can help your bank achieve the optimal balance of operational efficiency and customer experience in your contact centers.

Our advisory service utilizes data collected from on-site observations (e.g. time studies, work sampling) and from telephone systems and desktop technologies. Correlation of these data provides insights for contact center process and workforce productivity improvement using an analytics-driven approach.

Learn how Kiran Analytics can help you.

Your financial institution’s needs and priorities are unique. Let’s discuss how our solution can meet your requirements.