Wittel

QUALITY AND PRODUCTIVITY

Wittel's quality management solutions were developed to help the monitoring team to assess the services provided by agents to the customers in Contact Centers, through sampling gathering of interactions, with captures of synchronized screens, evaluation in real time and detailed reports; thus enabling an improvement in quality of services provided by the agents, customers' satisfaction, increase in monitoring team productivity and also satisfaction of the agents.

Using these solutions, the monitoring teams can easily create voice, email, screen or data recording programs, in a random manner, using all the data made available by integration of telephony and computer. The result is the possibility for a wide and synchronized analysis between the assistance available data giving to the administrators a full portrait of the customer's interaction experience, and it is the ideal tool in the constant search of specialization of processes and relationship..

Wittel Quality and Productivity solutions include:

Workforce Management

Workforce Management uniquely enables the optimization of Contact Center operations through productivity of agents and customers' and collaborators' satisfaction in order to meet the needs of their business. The WFM solution considers the individual ability of each agent with the objective to assure that the demand is satisfied by an efficient multi-skill scale.

An easy-to-use solution that automates administrative routines, increasing the managers' and supervisors' productivity while allowing constant feedback to agents and which simplifies preparation of forecast and generation of scales using multiple skills. Through patented algorithms, the WFM provides more accurate and flexible forecasts by the selection, combination and standardization of historic data for different circumstances and events, accurate scales are created from simulations that are adherent to Brazilian Rules (NR-17 and CLT) and graphical follow-up in real time of adherence to resources - monitors, identifies, notifies, understands and solves in a quick manner any deviations in the plan.

The result - the correct quantity of resources, with the adequate skills at the right time, supporting the demand of an accurate forecast identifying service level with quality. The return on investment is assured, through forecasts and scales generated with excellence, reducing work hours, contracting of overtime and identifying opportunities such as reduction of unavailability.

Interaction Analysis

As a rule, companies collect more information than what they can analyze within the provided time. This information can be structured and non-structured data such as recording of Contact Centers. The Interaction Analysis solution has the capacity to recognize the contents of non-structured audio and transform it in text for analysis of the most relevant contents aiming business actions, allowing a single handling and monitoring of all the recorded calls.

The Interaction Analysis solution performs statistical analyses of words, phrases and context for generation of trends and based on this information can identify key points for cost reduction and increase of customers' satisfaction through improvements in processes, products or services as well as enabling identification of changes in consumers' behavior. The solution effectively shows what is happening in the Contact Centers and the reason why it is happening.

Customer Feedback

Customer Feedback is a scalable and flexible solution for the delivery of dynamic and intelligent customer care satisfaction surveys. The web-based solution integrates with telephone and data networks in order to capture and provice efficient analysis of customer feedback. Enabling creation and application of different concurrent surveys, the questions and reports are easily customized through the "web" portal.Since the capture of customer feedback is part of each interaction, this allows for the understanding of customers' perception in relation to their business or assistance, thus, directing the actions of their company to what is more important according to their consumer.

Recording

The use of recording resources may be required for security and compliance to standards of legal conformity.However, recording is also used in monitoring of quality and performance evaluations focusing on the increase of custome' satisfaction.

Independent of the type of recording needed by your organization, Wittel has 34 full, reliable and resilient solutions used globally, assisting the highest demands of Contact Center, Operation Workstations and Air Traffic Control environments.

These recordings support analog, VoIP and hybrid environments.No matter which of these interfaces are used, they operate under the same application software, providing the users with a single, full and interactive vision.

The solution's architecture allows a considerable density in terms of recording space such as the interface within a single unit, occupying minor physical space, thus, reducing total property cost for the customer.

In addition,the soluction allows recording in stereo separating customers' and agents' voices, providing possible advance analysis of audio content such as "Word Spotting", "Emotion Detection" and "Talk Analysis".

Performance Management

Performance Management is a solution that can manage Contact Centers performance through measurement and analysis of the goals established for the organization and its result. With trend analysis and deviation calculation, Performance Management interacts with legacy systems, concentrating the key performance indicators (KPI) to provide a clear understanding of performance - individuals, teams, operations or even the sites. These abilities allow you to understand:

• An agents' individual performance
• Where you should focus efforts, which agents and teams
• What has been the team's evolution since the last training
• How to improve the forecast and scale accuracy

The Performance Management solution will help the Contact Center to centralize its attention on the critical points of the operations.

e-Learning

For several organizations, the building up and maintenance of the human resources competences is a permanent challenge. This is specifically true in Contact Centers and customer care services where agents and representatives receive continuous information related to new products, services, programs and regulations, generating the need for several rooms for training and displacement of individuals.

e-Learning has the ability to change individual and organizational behavior through development of web-based training programs. The solution will help your organization obtain the control on qualification of resources while maintaining records of training provided. This content is available directly in the agent's work area when it's most convenient for the agent to assist the training, thus minimizing or eliminating the impact on service levels. Supervisors can assign courses and qualification content to e individuals or teams based on their own observations of the strengths and weaknesses of these human resources. Content can also be activated automatically based on the performance results and assessments.