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Case Study

Compiling contact center performance reports

Home » Resources » Case Studies » Compiling contact center performance reports

Industry

,

Function

Topic

Results

Better

Improved quality assurance

Scale

Staff freed up for higher-value activities

Better

Standardized employee performance tracking process

Company Profile

US Western regional commercial bank, provides commercial real-estate lending, HOA and property-management banking, franchise lending, government-backed small-business lending, and specialty deposit services. Now part of one of the largest western US regional banking platforms following a recent merger that created a combined entity with tens of billions in assets.

Challenge

Contact center performance was recorded in two disparate systems. Auditors connected to each system every Monday, downloaded reports for each agent, reconciled the data, and saved it to the employee’s record. Monthly stats also needed to be captured. The process was time-consuming and distracted reporting team members from more critical tasks. Leadership wanted a solution to quickly reconcile agent performance data and let the reporting team focus on higher-value work.

Solution

The solution connects to Cisco, downloads agent call and summary reports, and retrieves ticket research reports from Salesforce. It then applies business rules to reconcile data across the four data sources, producing an updated worksheet to gather insight into the contact center agent’s performance. Reconciliations must be performed weekly and monthly; the solution downloads the correct reports for either situation.

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