The Trading Contact Centre is a vital lifeline for customers comprising retail traders, introducing brokers, affiliates, money managers and white label partners who, from time to time, need immediate assistance to facilitate their trading activities or account-related issues.
With much of the traffic related to accounts, funding, withdrawals and execution, CCA provides an effective way for managers to monitor the real-time health of the Contact Centre and the supporting technology, making sure there are adequate resources available to match customer needs, and that all systems are working smoothly.
With a wealth of insight available at the click of a button, CCA delivers fast insights into historical activity, providing a solid framework for revenue optimization, and cost reduction.
Newly emerging issues can be difficult to spot and gauge, then once known, it can take a lot of time and effort to collect and analyse data, before issues can be fully understood. Often by then, fires are already burning out of control.
CCA cuts through a lot of this wastage, by catching issues and anomalies automatically, across the entire Contact Centre. Any emerging unusual activity is flagged, and corrective action can be taken immediately, avoiding potentially heavy impact.
CCA provides a comprehensive set of common, target driven Contact Centre KPIs. Traffic light visibility spans all critical metrics, and naturally prompts fast corrective action when issues arise.
With direct data feeds potentially being made available from trading platforms such as MT4/MT5 and PAMMs, the scope of Management Dashboards can be extended beyond just the Contact Centre, further enhancing lifetime customer value, trading activity, trends and their behaviour.
With such high-value insight being produced in near real-time, initiatives can be taken to actively increase account funding, grow trading volume, reduce customer churn, and thereby maximise revenue and profit opportunities.
