Taking Analytics to a New Level by Analyzing Desktop Activity
Financial Services Case Study
Company Overview:
A leading provider of financial services focuses on consumers underserved by traditional financial institutions. Treating these overlooked consumers cost effectively and with fairness, respect and honesty is a company priority.
Purpose:
Use analytics of CSR desktop activities to further understand and improve contact center performance.
Business Objectives:
- Decrease variability of CSR performance
- Decrease call set up/verification time
- Improve consistency of execution of key business processes
- Improve ability to detect identify theft risk
- Improve application design
The Solution:
- Deploy Desktop Analytics™ to automatically analyze desktop usage for 700+ CSRs in multiple outsourced and insourced contact centers.
- Integrate Desktop Analytics™ data with analytics from an existing, highly successful Behavioral Analytics™ deployment.
- Utilize the existing Business Monitoring process to drive business benefits and a continuous improvement process.
The Process:
- Establish base line metrics, goals and objectives.
- Install, integrate and test desktop activity capture software and analytics algorithms.
- Integrate Desktop Analytics™ data with Behavioral Analytics™ data.
- Monitor Desktop Analytics™ data to ensure all relevant business data is transformed into actionable strategies.
Expected Results:
- Reduce talk time by reducing variability of CSR desktop usage.
- Reduce set up/verification time by eliminating unnecessary customer authentication procedures.
- Reduce unwarranted fee waivers by identifying such transactions that were not appropriately approved.
- Improve application design by identifying recurring inefficient application workflows.