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Introducing Nuqleus in the Call Centre
Nuqleus in the Call Centre is a tool for Call Centres to fully understand the nature and content of calls.
Understanding the actual content of each call gives you the real-life information you need to proactively influence performance in terms of customer experience, efficiency and cost.
Nuqleus gathers information from agents about their calls as they perform their normal work. It measures the interactions agents have with their customers and processes. Nuqleus provides information that is quantitative – based on work effort and production – and qualitative – based on the cause and effect of production, the call content and customer responses.
Nuqleus improves the whole interaction between customer and company.
Other systems may provide some of the answers, the full picture is available from Nuqleus, a cost effective solution that can be deployed in any Call Centre using Nuqleus’ integrated CTI capability.
Why deploy Nuqleus in the Call Centre?
Nuqleus helps you understand:
- Why customers call
- Cost per contact, per channel, per product…
- Product Profitability
- Activity Based Costing
- Sales conversion rates
- Sales failures
- Customer Experience
And supports:
- Call migration strategies
- Cross sale / Up sale initiatives
- Financial (profitability) management
- Sales to service ratios
- Customer Experience Program
- And many more…
Nuqleus is generally deployed to identify improvement opportunities within a Call Centre operation.
Nuqleus does not duplicate the metrics that a Call Centre operation currently benefits from, such as information that quantifies call volumes, call timings, and abandon rates. Nuqleus complements, enhances and balances these existing metrics, providing greater depth and focus to the quantitative metrics by establishing the root cause of customer contact.
So if, like most call centre managers, your objective is to lower costs, contain headcount and increase customer experience, Call Content Analysis within Nuqleus gives you the insight you need to make decisions.
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