Call Center Load - Reduce Labor Costs and Customer Dissatisfaction

In all the following forecasts, Vizioneer™ can cut your forecast error by a third to a half.

• Forecast
  • Entities Forecast: call volume, call minutes, email volume
  • Forecast By: service line or product line, problem type, customer type
  • Time Increment: 1⁄2 hour to week
  • Horizon: tactical forecasts up to 12 weeks out, planning forecasts up to 26 weeks
• Vizioneer's Approach
  • "Interpolate forecast from the future" using your near-real-time call center activity data, Envizion’s proprietary indicators of customers’ propensity to contact call centers, channel & competitive activity indices. Vizioneer’s patent-pending adaptive learning technology would be deployed.
• Use of Forecasts
  • Fine-tune service agent levels to exactly match load, so costs are minimized without sacrificing customer service
  • Route calls to the right centers, with available capacity and skill level
  • Increase customer satisfaction by reducing customer wait times, abandons, and by resolving problems in a single call
• Complementary Forecasting Solutions
  • Service Parts
  • Service Technicians
• Implementation
  • Pilot in six weeks, and implement in twelve weeks