4-Sight Offline

4-Sight Offline covers a range of services to identify, pinpoint and rectify the most common issues experienced with inhouse or outsourced call centre operations ... issues you may not even realise you have:

Call Failures

Most organisations assume they have every call covered with sufficient trunk and IVR port capacity for every eventuality. Yet unreported issues such as IVR failures, misrouted calls and incorrect messages continue to negatively impact on the customer experience – issues which left unresolved directly cause significant lost business and reputation. A 4-Sight Call Audit invariably identifies quick wins in this area.

Out of Hours Analysis

In our ‘always open’ world, closed call centres significantly impact on both revenue, and resources when they reopen. Typically, for example, many peak calls on a Monday morning are callers reattempting a weekend out of hours call. Having an accurate understanding of such behaviour helps decide future resourcing strategies. This is made simple by our measurements being based on callers rather than simple call volumes, and also the fact that our analysis continues to take place out of hours.

Avoidable Repeat Calls

Avoiding unnecessary repeat calls is arguably the most significant cost saving opportunity available to operational call centres, having a direct correlation with a reduction in seats. We have developed a range of techniques and services that enable you to quantify, understand and overcome the cause of such issues.

First Call Resolution

First call resolution is a critical measure of efficiency but often difficult to calculate. Because 4-Sight Offline can track individual callers, we can determine which need to call more than once over any prescribed period. We can then help you identify operational issues impacting negatively on this KPI and trend performance over time, to gauge the rate of improvement.