What this means for your business

Nuqleus is a way of re-balancing your Call Centre metrics.

The major Call Centre system vendors provide excellent performance tracking software that is almost entirely focussed upon the productivity of Agents in achieving AHT (average handling time) and CPH (calls per hour) targets. Nuqleus focuses on the qualification and categorisation of calls as a way of improving the overall productivity and performance of the Call Centre, not just the agent.

One key area of benefit Nuqleus provides is the ability to ensure that staffing capacity is understood from a detailed root cause perspective. Staffing levels often increase in line with increased call volumes.  Little analysis is undertaken to understand WHY call volumes are increasing. Is this because there are more new customers in general, or do customers have to ring more often about the same queries?

One real-life benefit of Nuqleus software within the Call Centre lies in establishing actual first call resolution rates.

Many organisations estimate that 85% of calls are resolved on the first call. Nuqleus quickly and easily establishes base measures and gives the true first call resolution rates, highlighting specific call types where the attainment rate is below the level expected.

A primary objective for all businesses is to lower costs relative to the value stream provided. Call Content Value Analysis is a vital focus as the move to further contact automation continues apace. Nuqleus-sourced information allows you to proactively influence performance in terms of customer experience, value analysis, efficiency and cost.

Nuqleus Return on Investment (ROI) studies focus upon the potential benefits realisable by reducing agent-handled call volumes by 1 to 5 percent - with savings based upon staffing capacity cost savings.

Client ROI experiences indicate a pay-back following deployment of Nuqleus within 6 to 9 months.

Next How Nuqleus in the Call Centre works