Industries / Manufacturing

Contact Center Analysis

Senior managers of contact centers may feel like they are being asked to manage conflicting goals – reduce costs, increase customer satisfaction and retention and, increasingly, cross-sell and up-sell customers to contribute to corporate top-line growth. Companies must provide customer service and this activity is increasingly viewed as a competitive imperative, yet companies often focus on cost cutting that jeopardizes customer satisfaction and retention.

Why SAS®?

A worldwide delivery company was able to achieve the following using SAS:

  • Improved service personnel/call forecasting.  
  • Forecasts are consistently accurate within 1 percent to 2 percent of actual call volumes.

Accurate forecasts have increased first-call completion and have lowered call escalations.

Manufacturing success stories


How SAS® Can Help 

Current contact center-related applications do not aggregate data effectively nor analyze the data for trends and patterns that can be exploited as an advantage for businesses. SAS can help you monitor, alert, predict and optimize your contact center operations. Plus, you'll be able to manage performance at the service center and individual level, perform detailed call pattern, call resolution and financial analysis, as well as predict demand and optimize resources through call forecasting.

How SAS® Is Different 

With SAS you get:

  • Forecasting. Accurate and granular call forecasting is essential for achieving first-call service levels in a profitable way – precisely predicting service technician demand and training needs.
  • Root cause analysis. Powerful filtering capabilities – together with Pareto, geographical, etc. views – enable efficient root cause analysis. 
  • Data integration and supply chain intelligence data model. Data integration and quality, combined with a comprehensive domain-driven data model, provide the basis for analysis and reporting, and supporting the KPIs required for effective management.
  • Suspect claim analysis. By providing better analysis on who should get audited and analytically reviewing all claims for differences from the norm (both parts and labor), suspect claim recovery can be significantly increased. 

Related Products and Solutions

SAS® Contact Center Planning and Optimization

Use the strength and expertise of SAS Business Analytics to reduce costs and increase customer satisfaction and retention. We enable you to better predict service volume, optimize staffing and identify drivers of customer behavior, service demand and performance.

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SAS® for Service Operations Optimization

SAS for service operations optimization helps you monitor, analyze and optimize service operations. By optimizing resource utilization, SAS for service operations optimization reduces the overall costs of serving and managing existing customers. It also increases customer lifetime value by enabling more product and service cross- and up-sell opportunities.

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Ready to learn more?

Call us at 1-800-727-0025 (US and Canada) or request more information.