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.