Outcomes
Within months of using Brightmetrics, the company saw significant improvements:
- Customer Satisfaction (CSAT) increased from 85% to over 95%
- Ticket handling time and average talk time consistently met the 15-minute target
- Agent satisfaction and overall performance rose
- Managers could quickly identify peak hours and ensure full staffing
Challenge
The company’s customers frequently call with urgent medical needs, requiring rapid, efficient support. However, without detailed insights into call metrics and KPIs, agents and supervisors lacked visibility into their performance. This made it challenging to identify training opportunities, optimize staffing, or meet key benchmarks like a 15-minute talk time target.
Despite using the Genesys contact center system for support tickets and patient interactions, the company found its native dashboards and reporting inadequate. Supervisors struggled to access essential metrics—such as average handle time (AHT), wait times, and agent performance—making it challenging to track progress and provide targeted guidance. Call auditing was also cumbersome, requiring manual form completion and spreadsheet imports. To overcome these inefficiencies, the company needed a robust analytics platform to deliver clear, actionable insights and daily reports, empowering supervisors to track key metrics and support agents in continuously improving performance.
Solution
Brightmetrics provided the ideal solution by offering customizable dashboards, daily summaries, and an intuitive interface that streamlined access to critical data. Seamlessly integrating with Genesys Cloud, the platform gave the company’s team complete visibility into the customer experience, allowing them to track KPIs and SLAs while optimizing team performance in real time. Supervisors could now monitor key metrics at a glance, including:
- Callers waiting
- Tickets in queue
- Idle agents
- Average handle and wait times
- Call abandonment rate
By delivering data-backed reports and automated daily summaries, Brightmetrics enabled the company to optimize staffing, improve call routing, and pinpoint areas for agent development. Supervisors could efficiently manage peak hours and make informed scheduling decisions while agents gained instant access to performance reports, fostering continuous improvement and professional growth.
