Descriptive analytics is essential for organisations to get insights into past performance, which can help call centres to the introspect and self-evaluate themselves. Descriptive analytics allows enterprises to identify patterns, inefficiencies and success within their operations. At Dataplatr, we as contact centre analytics partner reveal insights that can help businesses to identify pain points and areas for improvement.

 

Transforming Raw Data

Our contact centre data analysis utilizes business intelligence, machine learning and data visualisation tools to analyse and transform raw data gathered from multiple sources like call logs, customer feedback, and service performance metrics into processed and insightful reports that help businesses to breakdown complex data sets into simple and meaningful patterns by using tables, charts, graphs and advanced visualisation tools which enables better understanding about the customer service level, customer satisfaction and agent performance patterns.

 

Understanding Customer Behavior and Needs

Dataplatr's call centre metrics analytics and reporting capability helps organisations to identify patterns, changes and preferences of customers over time to identify performance gaps and uncover customer behaviour across multiple touchpoints to identify pain points with respect to support provided for issues and help businesses to align their services with customer needs and preferences.

 

Optimising Business Outcomes:

By partnering with Dataplatr Businesses utilise our call centre analytics solutions to understand various call centre metrics related to call centre operations like SL, AHT, FCR, CSAT etc., to optimise their workforce, improve customer satisfaction, and adapt to market changes. We leverage our descriptive analytics capability to empower businesses to adapt strategies that are productive efficient and responsive to the changing market needs.