SAS® Service Operations Optimization

Monitor, analyze, predict and optimize call center and field service operations

In the Spotlight Can You Hear Me Now? ...Analytics for Call Center Excellence On-Demand Webcast

Introduction

SAS^® Service Operations Optimization enables companies to manage performance of call centers and service centers at a division, department, team and individual level, perform detailed call pattern analysis, call resolution analysis, financial analysis and suspect claims analysis as well as predict demand and optimize resources. It reduces overall costs of serving and managing customers while increasing profitability.

• Call Pattern Analysis – Provides in-depth data analysis capabilities around call center metrics such as number of calls handled, ASA, AHT, wait times, call abandonment rate, call transfer rate, and more. This level of interactivity allows analysts to identify the reasons for particular results and design new ways to monitor and alert the organization.
• Call Resolution Analysis – Focuses on understanding why something has occurred and provides valuable information about customer dissatisfaction or insights into service, product needs and quality. FCR, MTTR and many other metrics are analyzed with multiple variables (such as product, customer, geography, center, team, agent, etc.) to provide a complete view of service performance across the service operation and identify improvement opportunities at the product, service and agent levels.
• Forecasting – Patented SAS^® Forecast Server provides accurate forecasting capabilities that not only align staffing levels to call volume, but when combined with call pattern and call resolution analysis can correlate staff skills to business demands.
• Financial Analysis – Helps understand both the costs and revenues associated with the entire service operation. Cost analysis is performed at the customer, product, service and agent levels and can extend beyond the contact center to technicians, parts and on-site service labor. Revenue analysis focuses on the revenue generated within the contact center at the product, customer, contract and agent levels.
• Suspect Claims Analysis – Provides an automated means to look at 100 percent of the claims filed to detect suspicious claims. Also provides business rules for identifying invalid or incomplete claims and uses data mining techniques to detect suspicious claims.
• Performance Ranking – Provides analytical methods for identifying problems, investigating, analyzing and easily interpreting service data on an ad hoc basis. The solution converts all performance metrics into the same units of measure and then delivers the ability to calculate and compare key performance for agents, service organizations, service providers and technicians.

• Forecasting – Accurate and detailed call forecasting is a key functionality to achieve first call service levels in a profitable way, precisely predicting service technician demand and training needs.
• Root Cause Analysis – Early warning of an emerging issue is surfaced through call center analytics, which results in cost savings, protects brand image and increases customer satisfaction levels.
• Data Integration and Service Intelligence Data Model – To provide a holistic view of service operations, data integration is needed to cleanse and normalize data that sits in disparate source systems. When a dedicated service intelligence data model is applied, the resulting information can improve service call forecast accuracy and the efficiency of root cause analysis. This model can be utilized in other service chain offerings from SAS.
• Suspect Claims Analysis – Automatically interrogate service provider failure data and labor cost data utilizing statistical comparison tests to identify potential provider issues and uncover miscoded and fraudulent claims before they are settled.