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Telephony data mart & analytics

The need:

Understand performance of the call center

Identify areas for improvement and make data-driven decisions.

Improve efficiency and effectiveness

Deliver better customer experiences

The solution:

Set up of a telephony data mart based on Microsoft Link Data

KPI’s implementation such as average call handling time, first call resolution rate, abandonment rate, customer satisfaction score, etc.

The ROI:

Improved performance metrics

Significant impact on the transformation of the company

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