Data-driven performance through advanced analytical tactics.
International Customer Care Services prides itself on its advanced analytics and its simultaneous application of statistics, computer programming and operations research to quantify and improve performance.
ICCS analytics involves studying current and past historical data to research potential trends, to analyze the effects of certain decisions or events, and to evaluate the performance of our contact center.
All of our software platforms are written in SQL programming language to allow for the easy mining of data. Our goal is to gain knowledge and insight, identify trends, and act accordingly to make improvements or changes in our contact center operations.
ICCS utilizes a leading Front Office (Contact Center) Workforce Optimization Software. This automated, workforce optimization and analytics-based quality assurance software solution, enables us to utilize recorded telephone call interactions and screen capture as a fundamental business process allowing for the ability to filter all recorded voice audio files and desktop activities automatically.
This software is integrated with our existing Telephony Solution, Dialer Platform, and CRM Software to provide the following to our contact center:
Speech Analytics – Multilingual
Automated Quality Assurance Analysis
Automated Agent Interaction Scoring and Reports