Diagnostic Analytics with Dataplatr: Identifying Call center Inefficiencies and Root Causes

"Organisations need to focus on improving their operational efficiencies for them to be competitive. While descriptive analytics helps businesses to look into their past performance, diagnostic analytics delve deeper into data and helps them to understand why things have happened in the way it has. Understanding the why, helps organisations to uncover the inefficiencies that hinders the performance. Dataplatr with its expertise in call centre analytics solutions capability film businesses to identify the anomalies and inefficiencies.
Identifying Inefficiencies:
Dataplatr's contact centre analytics capabilities utilises the data collected from the various sources and transforms the data into meaningful patterns. Our customisable dashboards and visualisations enable our partners to explore, analyse, identify patterns and understand the association between data obtained from various sources which allows them to give a meaningful interpretation for the identified inefficiencies.
Analysis for Deeper Insights:
We help our business partners to identify the factors that are causing inefficiencies in the customer service process utilizing the different key metrics like Root cause analysis (RCA), Customer effort score (CES), Net promoter score (NPS) etc., utilizing our proficiency in contact centre data analysis. Also, we enable our partners to understand the customer emotions and opinions through sentiment analysis which analyses the interactions that happen between the customer and the call centre professional to identify customer pain points and inefficiencies in operations like long waiting times, and repeated interactions.
By partnering with Dataplatr businesses can benefit by utilising our expertise in diagnostic analytics resulting in better understanding of operational inefficiencies and addressing them effectively."