Improving Operational Efficiency and Data Integrity for One of the Country’s Largest Municipal Government Contact Centers

Municipal governments are charged with providing numerous critical services that impact the lives of all residents, including law enforcement, tax collection, public health protection, public social services, elections, and flood control. The criticality of these services are why government contact centers are constantly under pressure to quickly and efficiently answer and resolve a large volume and range of inquiries that come in from constituents.

The volume of call traffic, the nature of the calls, and the strict budget and resourcing constraints make effectively managing a state, local, or municipal government contact center incredibly challenging for Workforce Management (WFM) teams – especially when the data they need to make critical staffing and resourcing decisions is not reliable.

Learn how emite helped one of the largest municipal governments in the United States:

  • Identify and fix costly data discrepancy issues
  • Provide reliable, real-time and historical agent performance data to the WFM team
  • Dramatically improve agent performance and make better staffing and resourcing decisions
  • Reduce taxpayer dollars by creating a more efficient contact center operation, and
  • Create a better experience for residents of the county

Helping Resolve Data Integrity Issues

The Workforce Management (WFM) team in charge of one of the country’s largest municipalities was experiencing data integrity issues. The reporting tool being used was not able to accurately monitor the county’s contact center performance data. The discrepancies in the data and skewed performance metrics led to over-staffing and increased operating costs, which was ultimately inherited by tax payers.

Data discrepancies included:

  • Agent Spend Time on Different Statuses (out to lunch, on a break, on meetings, etc…)
  • Average Handling Time
  • SLA Compliance
  • Handled Calls
  • Missed Calls

Poor data integrity can lead to critical problems. When data becomes skewed due to an unnoticed break in the data processes, it can have significant impact on the contact center and the business. The team in charge of the contact center for this particular county found that their data was inconsistent and that there were serious discrepancies specifically related to agent performance.

This issue was then compounded when the WFM team was unable to locate the source of the problem. The inability to catch the error and accurately analyze contact center performance caused the county to believe that resources needed to be increased due to the amount of missed calls.

Increasing resources required the county to increase operation costs, which ultimately resulted in unnecessary increases to resources and taxpayer dollars.

How emite helped improve data integrity so the WFM team could make more informed decisions

emite’s solution was to use data validation and cross-correlation via connectors to analyze and validate the county’s data. These data connectors validate that the data being sent by the source system matches with the source reporting tool. Once the connectors were in place, emite’s team checked all the parameters to ensure the numbers were matching with different time ranges and by different metrics such as slices, groups, queue, and agent name.

This process ensured that any future breaks in the data processes are detected quickly.

A Better Experience for Constituents and a Decrease in Taxpayer Dollars

After detecting an increase in missed calls, the county initially believed that the answer was to staff additional agents in order to to handle the call volume. However, by using emite to access and analyze reliable real-time data, the county’s WFM team was able to quickly identify skewed data coming from a break in the data processes within the Missed Call metrics and make the correction, which saved the team thousands of dollars in additional resources.

emite was able to provide the right data and data that was reliable, which empowered the county’s WFM team to:

  1. Make the necessary improvements to agent staffing and contact center operations
  2. Decrease taxpayer costs by better managing resources, and
  3. Improve the customer/constituent experience with a more efficient contact center operation

” emite not only helped to make necessary critical improvements within the contact center but also revealed valuable insights across the business that we were previously unaware of. “

Omnichannel Reporting & Analytics

Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management

Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.

Ingest Multiple Data Sources

emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.

Improved Agent Retention

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.

Learn More About How emite Can Help

Get in touch with your regional emite office

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