Deliver More for Less (and Less, and Less)
You know that agent inefficiencies and mistakes drive up your operating costs. Every call represents an opportunity to get it right the first time, serve customers quickly and effectively, and increase agent engagement.
But to get the most from every agent, you need to know exactly where they are struggling. You need to know the specific agent behaviors, coachable behaviors, which are driving poor results. You need supervisors to spend more time coaching and less time searching for call examples. You need Enkata’s analytics powered products.
Increase Productivity without Sacrificing Quality
Enkata’s analytics-powered products provide the actionable data you need to reduce AHT while improving your service quality and customer satisfaction. With Enkata you will: gain detailed visibility into the agent behaviors causing high handle times, establish a formal review and coaching process, identify new training needs, measure the impact of your agent improvement efforts, and fix the systems and processes that add seconds to every call.
Enkata projects self-fund within 12 months with hard dollar, traceable savings:
- Reduce AHT by 3-10 percent
- Reduce transfers by 10-30 percent
- Increase calls per hour by 10-15 percent
- Reduce administrative tasks by 30-50 percent
- Reduce agent turnover by 10-20 percent
- Lower supervisor to agent ratio by 15-20 percent
Enkata’s Analytics Powered Product Line Includes:
- Automated Contact Reasoning to know why customers contact you, without agent tagging.
- Enkata Manage to decrease AHT and transfers.
- Enkata Coach to automate and standardize your coaching process.
- Enkata Discover to identify and fix cost drivers.
- Enkata Desktop Analytics to eliminate inefficient behaviors.
- Enkata First Contact Resolution to stop repeat calls.
Want to do more with less? Request a demonstration of the Enkata integrated product line to see how.
