Telecommunications: Performance Management for a Demanding Industry

Fierce competition demands advanced customer care efforts. Enkata’s performance management solution can help. We have over six years working with leading telecommunication providers to eliminate unnecessary costs and improve customer satisfaction.

We won’t say it’s easy. Telecommunication providers’ data is some of the most complex, widely distributed, and hard to model. We will say that we have the experience and sophisticated data modeling tools required to deliver accurate, actionable results — from top-level metrics down to CDRs.

No industry demands doing more with less than telecommunication providers, but our customers have achieved:

• Higher sales: Improve your plan sales rates. Reduce sales fallout and cancellations.
• Program compliance: Improve your agents’ sales and promotion compliance.
• Higher First Call Resolution: Eliminate repeat calls driven by struggling agents and onerous policies.
• Shorter calls: Reduce unnecessary AHT, not just average AHT.
• Higher customer satisfaction scores: Receive higher quality scores and willingness to recommend.

We offer the following suite of Enkata performance management products for telecoms organizations:

• Enkata Manage to monitor performance and automatically generate metrics-based coaching plans for business challenges such as First Contact Resolution, Sales Performance, and Productivity.
• Enkata Coach to automate and standardize your employee coaching process.
• Enkata Quality Monitor to automate your QM program.
• Enkata Analytics to identify the root causes of business issues.
• Enkata Automated Call Reasoning to understand why customers contact you, without agent tagging.
• Enkata Rapid Applications for the fastest time to value.
• Enkata Rapid Adapters to streamline deployments.

Enkata in Action

Read how Enkata a top telecommunications provider improve FCR and saves millions