Guaranteed 10% improvement

in Performance & Productivity

during your

Free 30-Day Trial

(T & Cs apply)

How does CCA guarantee a >10% Improvement in Performance & Productivity?

CCA provides umbrella analysis of all Performance, Productivity and Customer activity throughout the entire Contact Centre
Trends and movements by Channel, By Product Line, By Type of Enquiry/Transaction are visible at all times
Managers are alerted to sudden spikes or drop-offs in activity indicating new emerging issues, or failures in key systems (IVR, Web Self-Help, Access)
Bottlenecks in process can easily be identified causing repeat or high volume activity
CCA provides fast access to Staffing and Productivity information (at a department level, down to individual, real time & historical)
With a simple to use Point & Click concept, gain self-service access to Real Time as well as Historical records for optimized planning (with 100% integrity assured)
By having immediate visibility to potential Regulatory/High Risk issues, enables proactive impact avoidance
CCA is the business intelligence platform to help Contact Centres achieve ongoing improvement cycles, with Service Lapses, Productivity gaps, and Cost Saving opportunities being continuously highlighted

Immediate Results

CCA raises the customer service bar, by allowing managers at all levels to spot anomalies and issues in their businesses, shielding customers from negative experiences, protecting their brand reputation.

Contact Centre leaders will be able to observe and understand customer behaviour and preferences, enabling them to maximise resources using the right combination of Human handled and Digital / Automated support channels to optimise their service strategy, facilitating long and fruitful relationships with their customers.

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Client Case Studies

SINGAPORE TELECOMMUNICATIONS LIMITED, a leading COPC certified Asian Telecommunications giant, with a market cap of $32 billion, chose CCA as their Contact Centre Business Intelligence solution, due to CCA’s powerful exception reporting, umbrella coverage, dexterity, and ease of use.

CCA helped reduce support costs by 25% within 12 months and recently won the prize for the Best Productivity Solution of the Year, voted by the Contact Centre Association of Singapore.

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SINGAPORE POST LIMITED, the most successful and revolutionary logistics company in Singapore, brought in the CCA team to implement BI & Visibility solutions for their Avaya platform, and for a calibration and benchmarking exercise of their core Contact Centre reporting fundamentals.

There was a strong focus on Scheduling & Forecasting methodology to cater for:

1st Level Shrinkage (staff who are not on the office at all)
2nd Level Shrinkage (staff who are in the office but are unproductive)
Planned Shrinkage (staff who are on annual leave, public holidays, off days etc.)
Unplanned Shrinkage (staff who are no-show, or have called in with emergencies, on medical leave, etc.)

Gaps in the previous methodology were quickly identified, and correct staffing levels were ascertained, with the staffing and performance dynamic being normalised within 3 months.

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SINGTEL OPTUS PTY LIMITED, one of Australia’s top 3 mobile operators, engaged CCA for a comprehensive onsite audit, review and consulting exercise to help reinvent their Contact Centre reporting.

Previously producing hundreds of static reports (PDF documents, Excel spreadsheets, & Powerpoint slides) on a Daily, Weekly and Monthly basis, the CCA team enabled a rapid conversion from legacy and labour intensive low value reporting practices into a streamlined, and highly effective online BI solution.

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