HOW DATA RELIABILITY IMPROVED CONTACT CENTER PERFORMANCE FOR ONE OF THE BUSIEST UTILITIES PROVIDERS IN THE U.S.
Use Case For Utility Services By
Use Case For Utility Services By
This US-based utility services agency provides essential environmental programs and public services for one of the nations’ top ten largest cities. Due to the criticality of these services to the city’s population, there is constant pressure on the agency’s contact center to efficiently answer and resolve a large range of daily inquiries. In addition to the volume of calls, emails, and online requests that needed to be answered, this agency was also unable to plan, resource, and operate the contact center effectively due to unreliable data and reporting, which made managing the contact center operation a slow and extremely complicated and costly process.
The agency’s Workforce Management (WFM) team discovered data integrity issues when their existing reporting tool was unable to accurately monitor the contact center performance data, noticing multiple discrepancies related to call-backs.
Upon detecting an increase in call wait times, missed calls, and unsuccessful callbacks, the WFM team initially believed the problem was related to a staffing issues – but was not able to confidently identify that as the problem. This inaccurate and unreliable data had critical impacts on the customer call-back option that led to declining agent performance, increased operational costs, and overstaffing within the contact center. The unreliable call-back data also made it increasingly challenging for the WFM team that relied on accurate data to make staffing and resourcing decisions.
The objective for eMite was to provide a reliable reporting tool to the utilities agency that was capable of analyzing and validating vast amounts of detailed metrics and data with pinpoint accuracy. The ability to track call-back data, call wait times, and successful call-backs with precision would help the WFM team to understand first what was causing the data integrity issues within the contact center and then use eMite’s data against the agency’s existing reporting tool to ensure the data was accurate and give the WFM confidence that they could rely on their contact center data to make better decisions, plan more strategically, and ultimately run a more effective and efficient contact center to help support the city’s residents.
By using eMite’s reliable customer experience and agent performance data, the WFM team is now able to gain real-time and historical insights that help to track key metrics over time and against specific targets. Access to reliable data and confidence in that data has given the WFM team the tool they need to make improvements to the contact center and prevent potential bottlenecks that can disrupt service or create a poor experience for the city’s residents,
eMite was able to provide the accurate and reliable data which empowered the utility provider’s WFM team to:
After implementing eMite, the utility provider’s WFM team was able to quickly identify skewed data coming from a break in the data processes within the Callback Option metrics.
By performing data validation and integrity checks, eMite was able to identify and fix costly data discrepancy issues that dramatically improved: