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Call Centre BI

Advanced Analytics to improve customer service in Contact Centres
Category digital BI and analytics kit
Advanced Analytics for Contact Centres

Mejora el rendimiento y la eficacia en la relación con tus clientes

Real-time data analysis and analytics tools help companies make strategic decisions.

Call Center BI is a suite of service quality monitoring and measurement reports for the telephone channel that falls under the BI and Analytics category of the Kit Digital initiative.
Services and features

Discover our range of solutions
Call Center BI allows the development of campaigns based on customer profile and behaviour. It helps us to find the right moment to interact with the customer without interfering with their daily activity.
analytical processes

Quality of Service

  • Analyse Missed calls.
  • Analyse how long customers wait to be served.
  • It allows decisions to be taken.
  • The reports are distributed according to configurable time slots.
  • Allows setting a refresh rate and filtering with ACD queues.
smartphone

Real Time

  • It can be displayed on a panel inside the call centre room (Wall Display) or on supervisors' screens.
  • Displays real-time status of calls and agents during service.
  • Filter the information by different ACD queues or select several of them.
Churn prediction

Detail by Agent

  • Measures the performance of agents in the Call Centre.
  • Redress inefficiencies and reward good work.
  • Analyses the state of the agent during his day.
  • Quantifies the average conversation time.
  • Quantifies the average duration of calls.
  • Quantifies the ratio of calls handled.
  • Alerts for calls of less than 10 sec.
missed call phone

Handling of unanswered calls

  • On call abandonment, it automatically returns it to the customer.
  • Allows the actions to be configured.
  • The return can be deferred when the workload is lower.
Enterprise Apps

CRM / ERP integration

  • Invocation of customer file.
  • Automatic positioning of the customer file when an incoming Click to Dial call occurs.
  • Allows you to make a phone call to the customer from the CRM.
Dynamic routing.png

Dynamic Routing

  • It is based on a system of business rules.
  • Detects if the calling customer has a special categorisation within the CRM.
  • Depending on the cataloguing, it routes the call to the relevant queue.

Welcome to Call Center BItechnology

Advanced Analytics for Contact Centres

Suit of tools to improve your efficiency and reports for monitoring and measuring quality of service for the telephone channel.

Professionalise your call centre with the most advanced analytics technologies.

Amount of the solution:

3,500 euros

*For 3 agents or extensions

Do you want to know more?
"A way of doing Europe
European Regional Development Fund
Digital Kit Programme Co-financed by the Next Generation (EU) funds of the Recovery and Resilience Facility.
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