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How Nuqleus in the Call Centre works
Nuqleus is designed to qualify the root cause and effect of calls by building question-based scripts that an agent can quickly answer to capture the measures relevant to the Call Centre operation at that time.
The measures, and therefore scripts, are defined within the Nuqleus Design Console and are capable of unlimited levels of detail.
Nuqleus measures also have the flexibility of being updated with a simplicity and timeliness that means that a revised set of measures can be deployed for capture (and thus analysis) on a same day basis.
We view this agility and quick responsiveness as Nuqleus’ core strength in providing management with an ability to make better decisions faster. Question-based scripts may include relational measures about:
- Call Reasons
- Products Types
- Customer Requirements
- Call Outcomes
- and similar variations designed to establish the WHAT and WHY of Calls that balance the HOW MANY and HOW LONG of Calls.
Nuqleus has the proven capability to establish root cause and effect analysis for client requirements including...
- Analysis to understand Call Reasons and Outcomes,
- Establish first touch Contact Resolution success rates,
- Ascertain Product and Service relationships to provide Activity Based Costing detail,
- Report Call Handling Time per Call Type for Agent training and performance purposes,
- Detailed categorisation and management of Agent ‘Non-Talk’ Time (commonly referred to as AUX Time), such as Breaks, Coaching, Meetings and so on.
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