TELECOM

Call center performance

#Datastorytelling

#Tableau

#Performance Commercial

#Ambition

Ambition
of the mission

More than ever under strong competitive pressure, the telecom sector has put the quality of customer relationships on the agenda of its strategic objectives to limit churn and boost sales of additional services. At the heart of this system, the use of internal and outsourced call centers is a must for operators, who sometimes have difficulty finding the best “Quality - Cost” balance.

#Method

Our
approach

Think

The search for a balance between Value and Investment

Existing reports did not fully convert data into valuable information for commercial management. Our team therefore relied on our UX'BI approach to support businesses and define how to effectively manage the performance of customer relationships around a “Quality - Value - Cost” triptych.

Make

From advice to activatable dashboards

The project began with support from the Business Department in transforming its management and team management practices, by defining the KPIs and the personas involved in these bodies. The application delivered consists of a series of Tableau dashboards describing the performance of call centers and based on the enriched and powered business data model for this purpose.

Scale

A shared control system

This tool is now part of the daily life of internal and external teams, from the management of call center performance to the synthetic vision for General Management, thus offering a vertical and shared approach to the relevance of customer relationships.

#Benefits

Indicators
of success

Shared vision Of the performance

Better Animation Call centers

Dashboard Data to Action

#DataStories

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