Center analytics solution

The Challenge

Like many universities , USC supports a large community of students across a wide geographic area with a diverse array of servers, operating systems, and applications provided to its students.The call center of the university helps students to solve their daily issues. The USC wants to track and improved the quality of its agents and wanted to know what a call center agent’s average time spent on a call and the metric for total customer satisfaction with service. The challenge was how to ensure that the call center data can be assembled in a meaningful way and how can the numbers enable decision makers to translate the “science” of the numbers into the “art” of analysis and an action plan.

The Result

The company doubling its conversion rate from mobile devices. Now, 20% of Phone’s users check out with Apple Pay at no additional cost to Hebe & Kali. Mobile sales have now more than quadrupled in less than six months.