Ironically, Telco Call Centers are rich in the raw materials necessary to gain operational
efficiencies (due to the massive amount of information about customers, call center
reps and organizational responses that the typical combined IVR, ACD, CTI and other
Unfortunately, most managers are stuck with trying to squeeze intelligent out of
underpowered call center application analytics capabilities, or the arduous analytical
efforts of call center personnel, trying to struggle with dozens of variables and
millions of records without the benefit of the advanced tools and techniques common
to the practitioners of business intelligence in other areas.
Industry studies indicate that the vast majority of Telco call centers are desperately
in need of assistance in the strategic planning and management of their operations,
while fewer than 10% of these organizations are currently making use of any of the
advanced analytics capabilities available.