Data Analysis

Analysis of your Key Performance Indicators can provide insights about how to improve performance, set targets, optimise the investment in coaching and improve your overall understanding of your business.

Yearly, Quarterly and Monthly business planning cycles benefit from insightful, objective and timely data analysis. We can tailor any analysis to your needs and planning cycles.

Included in the analysis is a presentation back to you on major findings, and communication tools for use in educating your contact centre and management team. We can also design and facilitate workshops with your centre leadership team to determine action plans to address major findings.

Frequency histograms demonstrate variance from average, and a one-dimensional view of productivity performance.

PQV (Productivity Quality and Value) charts demonstrate three dimensions of agent performance, promoting a balanced view of agent performance.