We can now measure the performance of our call centre team. We have metrics to measure team and individual performance. As a result, overall call centre productivity has increase 60%. Giva reporting is extremely intuitive and easy to use. With just a few clicks, I can get the exact reports that I need with little effort. Each report template has a specific purpose and they are very easy to modify with standard report filters. I can also build my own templates with just a few clicks. I can generate, save and share multiple versions of the same report template and also convert to it to a CSV or PDF file and email it to anybody inside or outside of LifePics.
With the reports and dashboards, we have created a much more data driven company culture. As a result, there is a much higher level of trust between senior leaders, the call centre and the development department. I can also lead the call centre with data objectivity and determine the high performers as well as those who need coaching. I have increased my effectiveness as the call centre leader by approximately 50% and I am now a better leader, trainer and mentor.
I can view all the metrics and KPIs on my dashboard or quickly access others in my favorite reports. It is very easy to keep updated on major issues with our retailers or consumers. We can subdivide problems into the component issues with a high level of granularity for prompt addressing by development. Previously, we could not accurately track the exact specifics of problems that our customers had with our web site. Unfortunately, this directly impacted our revenue so it was a very important business process for us to resolve. Now, we have a much higher level of certainty that we have properly identified and categorised customer issues. We can then prioritise the issues based upon how much they impact revenue and provide guidance to the development department to set priorities to generate the highest ROI from our resources. This new business process increased the certainty that our revenue generation is maintained and customer experience is always being improved.
With Giva reports it is very easy to find a "smoking gun" that is causing some customer dissatisfaction or even a "needle in a haystack" causing only a small amount of distress, but which may snowball into a more significant issue. Often, both of these kinds of issues are not obvious unless carefully tracked and the details analysed over a large number of calls. Since our retailers and customers are not technically savvy, they do not always have the skills to accurately indicate the exact nature of the problems on the web site. Our agents just document what they can from a call and then we can analyse large volumes of calls with Giva reports to piece together the real issues.
We can then take these well documented issues to our development department as a top priority since we have a high volume of data to back up the problem. The development department knows exactly what to fix and they spend less time trying to replicate an issue and more time actually fixing the issue. We have a fairly fast development cycle releasing new code on almost a daily basis. Giva helps us rapidly perform this business process over and over again in short cycles.
Overall, the call centre is now working 70% more effectively with our development department. The call centre's relationship with the development department has radically improved since we have much more creditability. We can get their time and attention since they know that we have reports of bugs, defects and usability issues. They are very committed to an exceptional customer experience.
The Giva dashboards have increased the call centre's productivity by over 50%. We are now carefully measuring the SLA time-to-respond and the SLA time-to-resolve on each issue identified so no issues are left unaddressed. There are a lot of different dashboard views that are possible to easily configure. Each call centre agent and development engineer can have their own personal dashboard views.
Our meetings with senior management are 60% more productive as a result of having outstanding real-time reports that can be run very quickly. We can provide faster and more comprehensive senior management updates with metrics and KPIs, so our meetings require less time with increased senior management confidence in the call centre team.
I spend only 20 minutes/week generating metrics, charts and analytics to lead the call centre and the information quality is outstanding. I also provide summarised reports to senior management with drill down capability. I can easily post reports on our Microsoft Sharepoint® management portal.
We have increased the speed of providing input to the development department by approximately 80% using Giva reporting. We have been able to quickly identify bugs as well as beneficial usability enhancements so we can quickly improve our cloud application in a shorter amount of time. We can perform tradeoff analysis on possible enhancements such as the relationship between increasing the size of a button and generating additional revenue.