Call Flow Analysis

In the past, non-technical discussions about call flow referred to a simple sketch of calls bouncing from the cloud, to an IVR and then to agents.  While this approach makes conference-room discussions easy, it overlooks details that are not costly to obtain, but provide significant tools to better manage a telesales channel.  The most significant issue left out in this approach is that each of your call centers is going to be set up differently.

And, the fact is call centers are not always optimized for effective reporting. Engineers make decisions for efficiency or conservation that are totally disconnected from the needs of decision-makers who evaluate performance. 

As a result, you might be missing opportunities to know your callers’ geographic origin, or to have detailed 800# reporting, or effective agent-level reporting.  Worse yet, you may be misinterpreting reports that are being delivered to you on a recurring basis today that are used to make critical business decisions surrounding call routing, agent training, or even shutting down or opening a new center.

UQube makes it easy!  Our systematic processes and best practices approach ensures that call centers provide all the information needed for effective reporting along all dimensions of call center performance.  We coordinate with your vendors and ensure that data is ready and available when you need it and that you are one step away from visual performance insight at all times.