Leverage Existing Technology
There is no need to change or upgrade your existing infrastructure. CCA’s footprint is very light and sits on top of all of your existing data systems, e.g. Multi-Media, CRM, WFM and Data Warehouse.
Transform your Contact Centre within Days
Who is it for?
- All Contact Centres
What’s Included?
- CCA Pulse™, comprising Live Performance, Productivity, Staff Status & Comprehensive Historical KPI reporting
- Frequency: Real Time, Intra-Day, by Day/Week/Month & Year to Date
- Available by: Site/Department/Hotline/Skill/Team/Channel/Agent
- Immediate Insights Pop-Up Learn More >>
- Inbuilt Click&Go to drill down
- Chat Feature with KPI Beam
Pricing
- CCA – Pro offers an affordable entry point with a monthly SaaS model* based on Agent Headcount or a Single Server Instance, and provides Contact Centres of all sizes a guaranteed Return on Investment of > 5:1.
- Billed monthly, cancel anytime.
Quick Wins
- Automates a significant proportion of the Day to Day Management KPI reporting
- New Self-Service Visibility to critical metrics across the entire Contact Centre Operations
- Quickly spot Performance & Productivity gaps
- Monitor Customer Activity and allocate Staff Resources more effectively
- Proactively Manage your Contact Centre
- Make Decisions in Real-Time
________________________
Introduction to
CCA PULSE
* The monthly SaaS model includes support, and provides for:
- Unlimited Hotlines/Sites/Departments/Teams
- Unlimited Supervisor Licences
The total cost of ownership will vary according to the one-time setup and configuration requirements, as well as hardware and redundancy preferences.
Starter Pack – Samples
Live Performance & Productivity
- The CCA Starter Pack provides eagle-eye visibility of your entire Contact Centre Operations, in real time. All of the hard-hitting KPIs recommended by COPC, are rolled up by Channel and Department and presented in an easy and intuitive Point & Click interface.
- Powerful exception reporting makes it easy to spot emerging issues, as well as their root causes. This allows managers to focus their efforts on areas needing attention, and quickly take remedial action, saving precious hours of potential impact.
- All Performance, Productivity and Staffing metrics are prepared seamlessly up to the minute, for local Desktop use or on the big screen. With an updated view always available 24×7, it has never been easier to manage your Customer traffic and Resources in real-time.
Historical Analysis
- Comprehensive Historical reporting is fully automated behind the scenes, and made available centrally to everyone in a suite of Performance and Productivity Dashboards every half hour. These provide managers with vital KPI snapshots of their department’s Intra-Day, Daily, Weekly, Monthly and Year to Date.
- CCA’s exception reporting gives managers strong visual indicators of non-compliance or where action is required. Lapses and root cause can be observed and fully understood in a couple of clicks, without any human reporting effort. Historical results can be accessed painlessly using the available on-screen Date Controls.
- Management information is organised in a user-friendly manner, and can be accessed according to role, from top level down to the very granular e.g. By Agent by Half Hour by individual Skill.
Agent Productivity
- Detailed Agent Productivity reports are produced every 30 minutes, updating all Daily, Weekly, Monthly and YTD Dashboards for easy and quick retrieval by managers.
- Detailed insight is available, with exception reporting, micrographics and sorting capability providing an easy way for managers to isolate and fix any emerging productivity gaps.
- Share agent Dashboards with staff directly by giving them their own CCA ID, so they can keep track of their own Productivity and take ownership and accountability for their own output.
Other Great Features
The Starter Pack comes with a host of useful Operational tools, including:
- CCA App – A simple to use Desktop app, which packs a powerful punch. Administrators can Start/Stop CCA, and also Rerun historical reports. This is particularly useful for initially running a large batch historical reporting job, or for when there have been errors, omissions or changes in groupings, mapping or skill assignments. This makes reporting integrity a synch.
- CCA Query Master – a tool allowing users to extract information spanning customised Date & Time ranges, on the fly.
- CCA Chat – inbuilt into the Starter Pack, and offers Users the ability to highlight KPIs and communicate with each other in a very targeted manner. This helps reduce the clutter of e-mail, and sets clear accountability as all messages are focused on specific issues and can be individually tracked.
Guaranteed 10% improvement
in Performance & Productivity
during your
Free 30-Day Trial
(T & Cs apply)
Learn More >>
High Return on Investment
Subject to the scale of Contact Centre Operations, direct or indirect Return on Investment is achieved in 1 to 3 months, with a radical benefits curve being experienced very quickly after Go-Live.
Global Support Help Desk 24x7
Multi-Channel & Multi-Lingual to meet customer preferences, with strict SLAs in place to track response times and ticket status. This provides customers with a guarantee of swift closure to support related enquiries.
Award Winning Productivity Solution
Recently voted as the Best Productivity Solution of the Year by the Contact Centre Association of Singapore, for the CCA implementation in a leading Asian Telecommunications giant’s multi-site, multi-lingual Contact Centre.