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.