Leading Business Outsourcing Solutions Provider Improves Operational Efficiencies by Decreasing Call Abandonment and Employee Absenteeism
Radnor, PA (PRWEB) June 16, 2009 -- QlikTech, the world's fastest growing business intelligence company, today announced that PRC, a leading provider of global contact management solutions, is using QlikView for flexible, timely business analysis and operational performance management.
Managing customer relationships effectively and efficiently is a top priority for PRC. Although the company was using Business Objects for pre-defined static reports, PRC needed a more flexible and cost-efficient solution for Business Intelligence (BI) that would provide users with immediate insights into customer service performance. After implementing QlikView in a short time frame, approximately 400 PRC managers across eight call centers -- from the Chief Operational Officer to team leaders and supervisors -- began using QlikView's dashboards, forecasting, and reporting for operational, financial and Human Resources (HR) analysis.
With QlikView, PRC is now analyzing how customer-facing employee behavior affects operational performance by tracking key metrics such as call abandonment, repeat calls, wait times, quality score and service level. By reporting against key industry and company benchmarks, PRC managers can immediately identify discontented customers and challenging calls. QlikView affords PRC managers the opportunity to make timely decisions and adjustments in order to meet customer satisfaction goals and improve the overall speed of resolution -- without risking another day of unsatisfied customers. Since the company first implemented QlikView, PRC has decreased call abandonment by 21%, significantly improving customer satisfaction metrics.
PRC is also using QlikView to track internal employee behavior, as shown through metrics like labor intensity, sales close rates, upsell rates, membership renewals, absenteeism, and scheduling. Based on this visibility, managers are able to clearly recognize and reward top performers while also pinpointing and addressing areas for improvement. Since implementing QlikView, employee absenteeism at PRC decreased by 14% in 2008.
"Leading brands trust PRC to acquire, grow, develop, and maintain their most valuable asset -- the customer relationship," said, Sean Minter, Chief Operations Officer at PRC. "QlikView provides us with the flexibility to make fast operational changes that immediately impact performance and customer satisfaction. We have been able to reduce employee non-productive time by 44% and improve the overall efficiency of our agents, which ultimately benefits our customers."
Additionally, PRC has found that along with the improvement in operational efficiencies, team leaders and supervisors were working more closely as a team. The implementation of QlikView has fostered a sense of collaboration that enhances the company's ability to create intelligent solutions for its clients.
With QlikView financial analysis dashboards, PRC is also able to more accurately forecast sales, track sales performance based on trends, analyze revenue streams, and establish approaches to increase revenue. For example, PRC management can determine the root cause of missed sales and upsell targets, develop action items based on those drivers, and work with agents to successfully execute the plan.
QlikTech's award-winning business analysis solution, QlikView, gives people the information they need to make optimal decisions today - at a fraction of the cost of traditional BI software. QlikView brings to light challenges and opportunities by connecting related data from multiple sources and systems for an accurate picture of any aspect of a company's operations. In only a few days, companies can create applications that decision-makers can begin using immediately - without any special training.
"In today's challenging business environment, professional services companies are relying on business intelligence to ensure they are meeting and exceeding customer service expectations in the most efficient way possible," said Les Bonney, SVP of Worldwide Sales at QlikTech. "QlikView is offering PRC the flexible, robust visual analysis necessary to make the right decisions about how to best communicate with and serve their customers."
About PRC
Trusted by the world's leading brands for over 25 years, PRC is an innovator in global contact management solutions. The company offers a wide range of customer care, sales and marketing, and technology services designed to inspire customer loyalty, strengthen brand value and enhance revenue while reducing costs. Fundamental to PRC's success is its ability to adapt quickly to changing client needs, helping them stay competitive and profitable in a dynamic business environment. PRC is headquartered in Plantation, Florida. Its operations centers span the globe with 18 locations and 9,000 associates worldwide.
About QlikTech
QlikTech is the world's fastest-growing Business Intelligence (BI) company. Its flagship QlikView product delivers instant business answers, enabling users to easily explore their data without limits. Unlike traditional BI, QlikView delivers immediate value with payback measured in days or weeks rather than months, years, or not at all. It is the only BI offering that can be deployed on premise, in the cloud, or on a laptop or mobile device--from a single user to the largest global enterprise.
Through QlikView's disruptive, in-memory associative approach, business users have experienced unprecedented success and satisfaction, backed by its unique 30-day money-back guarantee. QlikTech has more than 11,100 customers in 95 countries and over 800 partners worldwide. For more information, please visit www.qlikview.com.
QlikTech and QlikView are trademarks or registered trademarks of QlikTech International AB. Other company names, product names and company logos mentioned herein are the trademarks, or registered trademarks of their respective owners.
Contact: Stephen Gilmore, M S & L
Email: Stephen.Gilmore @ mslworldwide.com; Phone: 212-468-4056
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