Clarity’s Statistic Tool Optimizes Business Processes in Call Centres

Studies indicate call centre shortcomings in controlling and business planning / The optional statistic tool of the Clarity Communication Center, the CCC-Statistic, facilitates the control and planning of telephony business processes in call centres / Effective control of telephony costs, call length and the performance peaks help to decrease costs and improve worker productivity

According to the call centre study of 2007, conducted by the consultant Christoph Busch, the call centre branch is expected to continuously grow in the coming years. In Germany, Austria and Switzerland, call centres have been preparing for an 18% rise in the volume of customer contact via all communication channels.

Other studies have also confirmed this positive outlook. Yet, as the call centre benchmark study of 2006 indicates, ongoing cost pressures still pose challenges to this optimistic forecast. Proftitel’s study, for example, reveals weaknesses in the areas of controlling, quality management and business planning.

Christoph Pfeiffer, Clarity AG’s CEO, confirms that one finds indeed shortcomings in some call centre operators. These may be oftentimes explained by the expansionist growth of these companies. Clarity’s statistic tool ‘CCC–Statistic’ enables call centres to address such increased cost pressures and overcome them successfully. The ‘CCC–Statistic’ module is an optional feature for the Clarity Communication Center, which is a software-based telecommunication system containing all relevant telephony functions deemed necessary for a call centre. Examples of these functions are the Predictive Dialer and Automatic Call Distribution (ACD). 

The CCC-Statistic tool analyses for the call centre all relevant key indicators, such as for example the development of telephony costs. In outbound campaigns, it enables operators to track the telephone network provider that was used for each outgoing call at all times and computes the exact costs that were accrued by each call. Hence, Pfeiffer highlights that “a tool such as the CCC-Statistic not only makes costs more transparent, but it also enables call centre operators to switch, according to need, the telephone network provider, thereby leading to cost savings.

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