Traditionally, customer service had been hard to measure until it was often too late. Convergent has devised analytical tools and programs that enable us to be proactive, helping you retain customers and high service ratings
We utilize scoring models to optimize our client’s strategies and processes. The models incorporate our client’s data along with acquired and internal information to generate predictions that aid in improved Win Rates, Save Rates, CSAT, and AR Management performance.
Convergent deploys a comprehensive workforce management platform (Avaya Work Force Optimization) to develop staffing and scheduling models for individual customer engagement portfolios.Optimum levels of staffing are developed on each project through our leading-edge workforce management software. Each portfolio is continually monitored by individual site and centralized WFM controllers. This team has overall responsibility for developing staffing schedules for our call centers. The Network Operations centers continually monitor traffic and make ongoing adjustments to assure we schedule the right number of resources to generate the right results.
We measure, analyze and report results based on virtually any data desired for evaluation. We provide remote, real-time CMS reporting and metric monitoring access to our clients. Clients utilize this information in conjunction with internal systems to support decision-making and planning. Reports are customized to meet each specific client program requirement.