Major discovery

Citation

(2000), "Major discovery", Work Study, Vol. 49 No. 7. https://doi.org/10.1108/ws.2000.07949gad.002

Major discovery

Major discovery

Catalyst IT Partners, one of the UK's leading independent consultancies in the Contact Centre, CTI, e-commerce and CRM markets, has launched Discovery Audit, an optimisation tool to enable Contact Centres to increase productivity and dramatically reduce overhead costs. It also helps to integrate multi-channel marketing including Web-enablement and e-commerce successfully into existing or planned Contact Centres. Discovery Audit takes a constructive look at existing IT and telecoms infrastructures to highlight technology limitations and their effect on the performance of multi channel, Web-enabled Contact Centres. It also analyses the effect of existing human resources strategies such as recruitment and training. Key components of Discovery Audit include a new contact quality module that enables extremely sophisticated diagnostics. It also enables inbound and outbound contacts to be analysed by segmenting them into different component parts such as introduction, information gathering, responding to customers' requests, supplying product details and wrap-up. Accurate segment timings can be achieved with minimum intrusion on the agents' workflow to bridge the gap between perceived performance and reality. As well as precisely measuring individual contact segments, Catalyst will analyse the reason for each contact, contact outcome and applications used. This includes the identification of intangible elements such as the time taken by agents establishing relationships with customers. Using authoritative statistical contact structure evidence, Catalyst can analyse the productive and unproductive time and identify time savings that can be made through adoption of new technologies, scripting and operational procedures. See www.catalyst-it.co.uk.