Remote working, for many people, is now a way of life. This presents challenges for organisations as to how to best manage and support those employees working from home.
“Workplace optimisation can be a real challenge in the new world of remote and hybrid working,” said Ian Rowan, Senior Channel Manager at Wildix UK. “Organisations need to ensure staff availability and performance away from the traditional call centre environment.”
To address this challenge, Wildix recently launched x-caracal, an analytics tool that enables users to evaluate the effectiveness of their customer communications.
Wildix says that x-caracal – named after the wild cat with big ears – enables users to analyse each stage of their communications with customers as well as how effective they are at moving prospects through their journey. It does this by gathering data from a lead generation tool such as WebRTC Kite or Wizywebinar, and the x-bees lead management tool.
The company says that traditional call centre monitoring tools are often too heavy and cumbersome to use – especially for SMBs – and not integrated with the company phone system, providing you only with partial statistics. For example, mobile devices of agents are not monitored.
x-caracal is “light, agile and fast” – like the cat. The solution provides a dashboard view of communications that can be used for on-going monitoring while standard and customised reports use built-in business intelligence to identify areas for optimisation.
“x-caracal enables ensures end-customers are receiving the best service, and that organisations have maximum availability of agents or inquiry handlers. Additionally, managers can spot any areas of unproductivity, and be reactive to any problems employees are encountering”
Spotting missed opportunities
This also means that sales and marketing leaders can identify any gaps that lead to missed opportunities, allocate resources more effectively and refine processes and tactics to maximise conversions.
“A live view means supervisors can see what’s happening around the business in real time and make changes on the fly. For example, that visibility and reporting means they could see if five agents are on a break, they could ask one of them to return to ensure consistent call handling.”
It also means that employees are putting in too many hours at their desks too. The average length of time an employee working from home in the UK is logged on at their computer has increased by more than two hours a day since the pandemic.
“You can make sure employees aren’t working when they shouldn’t be, because we’ve seen that happening a lot during lockdown, and people not taking their breaks. x-caracal allows the manager to ensure their HR policies being followed, and that they are taking their designated breaks and starting only at the right time.”
Wildix sells exclusively through the channel and for partners, x-caracal is integrated into the core of the Wildix platform with no additional installations. This means partners can provide everything to their customers as one solution – and there’s no additional training requirements. The solution is also offered under a standard business licence, meaning it isn’t limited to call centre customers.
