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[Slideshare] Pro-Actively Correct Call Centre Operational Problems

July 23, 2018 at 8:21 AM

Common Forecasting Approach in Call Centres

  • Gather, consolidate and analyse previous month; 3-months; quarter; years data and prepare performance forecast
  • Track performance against target retrospectively (Daily, Weekly and Monthly)
  • Implement corrective action based on historical information

Resulting in…

  • Missed targets
  • Inconsistent/inaccurate forecasting
  • The root cause of operational issue identified too late
  • Incorrect expectation management

What's the alternative?

  • Use Machine Learning to predict end of month sales and collection and identify operational problems in your call centre.
  • Proactively monitor performance against targets and take corrective action when required to ensure targets are met.
  • Diagnose operational problems that may exist and implement remedial action required to minimise any potential risks.

Prosperity for Call Centres

Prosperity uses advanced analytical models with built in Machine Learning to dynamically forecast the sales or collections against predefined KPIs. The results of these forecasts are presented via a portal for maximum visibility and proactive management.

Prosperity Features

  • Graphically plots performance metrics against targets
  • Provides month-end forecasts at the beginning of the month
  • Provides daily dynamic intra-month forecasts based on new available data
  • Use security profiles to restrict user access

Prosperity Benefits

  • Accurately predict month-end results
  • Fix root cause of expected shortfalls
  • Set and meet operational targets
  • Track impact of corrective action

Want to pro-actively boost your call centre results?

Read more on Prosperity or request a demo to see how Prosperity can predict and help you improve your results. 

Read more on Using The Power Of Prediction To Pro-Actively Action Intervention In Your Call Centre

Perry de Jager
Perry de Jager
Perry has been involved in Collections and Recoveries for the past 12 years, spending time in different market segments ranging from law firms to investment companies. At Principa, Perry has worked on extended projects within both South Africa and the Middle East with some of the largest financial organisation, providing on-site consulting within the collections and recoveries space covering strategy, process, people and technology.

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