Contact center performance is the key to getting the most out of your operations.

The metrics you assign to the operations are critical for your success. Often, key performance metrics and the way they are defined present a challenge — a careful balancing act between minimizing call duration, maximizing revenue and keeping customers happy. Eventus has experienced consultants who can help custom-tailor the programs and measurements that will work best to meet your specific goals.

In addition, we can help identify and integrate the very latest recruiting strategies and training advances and technologies into your organization. These advances are proven to help staff better quality agents, help reduce handle times and improve the customer experience.

To improve and track contact center performance, Eventus can help you implement:

• Quality Programs: Our consultants know that a successful quality program incorporates a number of variables such as skilled staff, relevant quality guidelines, an appropriate feedback system and consistency. Eventus can present several options to optimize the expense for managing quality program efforts.
• Voice and Data Recording: The right technology can help you evaluate employee performance, gather customer intelligence, confirm transactions, reduce liability and mitigate risks. There are solutions to help with root-cause analysis and the mining of the recordings and address them quickly.
• Customer Satisfaction Measurement: Eventus can help you to strategically plan what should be measured and mark success to continuously improve on your customer experiences.
• QA (Quality Assurance) Systems: We can help you utilize industry-leading tools and systems to measure script adherence and agent performance on all pertinent criteria during each customer contact, then identify areas where additional training or changes to scripting may be necessary or where adjustments in call distribution can impact results.
• Training and LMS (Learning Management Systems): Call centers can cut costs if they are able to centralize, unify and consistently repeat the practice of employee training. Better, more sophisticated tools are available to stretch training beyond the initial hire into the realms of coaching, refresher courses, mentoring and spot learning.
• Recruiting: The highest hurdle that stands before most call center managers today is the shortage of qualified agents. There are new solutions that have emerged in the marketplace in recent years that Eventus can help implement to deliver effective recruiting strategies that attract highly talented applicants — not just people looking for a job.