Analyzing call center metrics is key to delivering a high level of customer service. The factors that come into play in a contact center – queue times, agent availability, proper staffing, etc. – all need to be evaluated in order to properly optimize. Lacking insight into these metrics prevents a contact center from properly delivering a consistent, high quality service to its customers.
Prior to Talkdesk, Boostability experienced frequent service interruptions and received little to no support. They also lacked important insights into their contact center, which prevented them from identifying ways to improve their hold time. With a majority of their clientele being service-based businesses, it was imperative that they be able to quickly connect with a Boostability agent and get answers right away. As a result, Boostability sought a contact center solution that would enable faster response times and better customer service. They also wanted consistent and reliable data to optimize staffing levels and deliver a better customer experience.
Talkdesk was able to address each one of Boostability’s pain points, understand their needs and present a solution that matched. The simplistic nature of Talkdesk was also a plus as Boostability wanted a solution that was easy and intuitive for agents, easy to implement and did not require frequent support. Talkdesk’s robust Reporting & Analytics allows Boostability to measure and optimize their contact center using data-driven decisions. With transparency into agent availability and where customers are in the queue, Boostability is able to properly staff its contact center, allowing their customers to get service more consistently and with the quality they deserve.
Since implementing Talkdesk, Boostability is able to manage teams more efficiently and deliver the type of customer service it can be proud of. As a result, call center metrics have steadily improved every quarter. Boostability currently averages a 92% SLA, up from 80%, and average call wait times run 29 seconds, down from 1 minute.
Trish Stines, Vice President of Client Services
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