Analytics

Maximise Performance with Valuable Call Centre Metrics

Salesforce.com's powerful call centre analytics help service managers and executives improve service quality while decreasing costs. With up-to-the minute information about global service operations-such as agent performance and service quality-you can make the right adjustments and implement changes that will have a positive impact, immediately.

 
Performance Dashboard

Managers get a single, real-time view of the call centre metrics that matter with Salesforce performance dashboards. With an at-a-glance overview of the service organisation, you can make scheduling and allocation decisions to impact the business quickly and confidently. As your call centre priorities evolve, you can easily add or subtract elements in your custom dashboard. Plus, tasks such as drilling in for more detail or sharing dashboards with executives require just a click.

 
Customer Issue Analysis

Salesforce helps ensure that valuable data gathered from customer interactions result in continuous improvements in the quality of your products and services. Customer service managers can immediately identify common issues and capture product defect data, enhancement requests, and other insights to provide valuable feedback to your product teams and management about how to improve your business.

 
Service Quality Analysis

Take advantage of critical insights into service quality that Salesforce can unearth, including measurements of response times, first-contact resolution rates, quality monitoring, and more. Managers have all the tools they need to identify service trends and proactively adapt service processes as your organisation and your customers' needs evolve.

 
Agent Performance Metrics

By carefully monitoring agent performance metrics, you can ensure that your team's performance always exceeds customer expectations. Agent performance management tracks demand and agent workload in real time so you can allocate resources appropriately. You get critical, up-to-the-minute insight that allows you to head off performance issues and time-consuming problems before they affect customer service.