Call Center Scenerio

How many weeks are in a month?

What is our holiday schedule this year?  How many “business days” did it take to resolve that issue? When should we increase staff to improve call response times?  What day of the week do we have the highest call volumes?...hour of the day?  What is the average duration per call in the South Region?...revenue generated per call?  What are the 10 most common customer issues?

Most companies’ answer these questions using linked Microsoft Excel spreadsheets to “integrate” data from their PBX and CRM systems.  The process is extremely labor intensive and the resulting intelligence is suspect at best.

 Most CPM software does not handle Call Center data “out of the box.”

SAP is the most powerful way to analyze and make decisions about your business.  When used to its full potential it is very good at combining financial and operational data in a meaningful way. However, multi-dimensional applications in general are not designed to provide real time transactional data in increments of seconds, minutes, hours, and weeks.

 Akili’s Solution

The ability to summarize and feed this type of operational data into OutlookSoft takes specific business knowledge and experience.  Akili has built the design framework and logic to handle this.  In addition we have the experience to map data from quirky PBX systems as well as CRM systems into OutlookSoft, to extract pearls of wisdom.  Call us today for this and other high value solutions!