Tech mahindra
Tech mahindra

Contact Centre Analysis

A typical Telco contact center infrastructure may serve over 1.5 – 2 million calls per day. Calls usually land on gateways and are then handled by voice portals. The non self served calls are then sent to a call management infrastructure built on an ICR which assists in routing the calls enabling national call sharing. This abstracts the routing outside and lets the call to land in any center.

  • When any issue occurs within the call center infrastructure leading to a call drop, the vast number of agents at various call centers are clueless about where the problem is, due to the size of the infrastructure and product mix
  • Telcos are forced to handle these issues by using brute force analysis or opening tickets with the equipment or gateway service providers rather than pinpointing the exact root cause
  • Capture data from different devices within ICR, define search stings for correlation and generate dashboards for tracing device faults, their frequency of occurrence and impact on customer calls
  • Generate metrics relevant to volume and peak/non-peak hours and also providing ability to view customer-specific reports and their experience with the call center
  • Tech Mahindra Analytics Platform(TAP)
  • Saving on operation cost by improved operational visibility
  • Enhanced customer experience
  • Mean Time To Repair
  • Proactive Reporting for systems in ICR
  • Customer Experience
    • Accessibility of call centre/ customer care
    • %age of calls answered by the operators (voice to voice) within 60 seconds
    • %age requests for Termination / Closure of service complied within 7 days : 100% within 7 days
 

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For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com