Reduce Handle Times without Sacrificing Quality

Struggling to deliver a high-quality customer experience for less every year? With poor visibility into your performance and conflicting goals, it can be an impossible task.

Enkata’s Productivity Business Solution improves agent handle times, calls per hour, and cost per call while maintaining quality scores. Meet your cost targets while delivering a great customer experience.

Cut Costs with Enkata Productivity Business Solution

• Align performance goals with corporate objectives. Balance efficiency and quality metrics to decrease AHT and improve customer satisfaction.
• Reduce supervisors’ administrative time. Automated reporting and streamlined coaching preparation free up your supervisors to spend more time coaching.
• Empower employees to self-correct. Role-based dashboards show performance compared to peers and targets.
• Coach the right employees on the right topics. Automated coaching plans identify the highest priority areas for every employee.
• Quick access to call recordings Click to call details and recording IDs from any report to find the most coachable call examples.

Want to cut your handle times by 3-5 percent in less than 6 months? Request a demonstration of the Enkata Productivity Business Solution to see it in action.

Related Solutions

Enkata's solutions work together seamlessly. Use Productivity Business Solution along with:

• Enkata Automated Call Reasoning to automatically create and track call reasons, without agent tagging.
• Enkata Coach to automate and standardize your coaching process.
• Enkata Quality Monitor to automate your QM program.
• Analytics Solutions to identify the root causes of business issues.