Comprehensive Insight into Contact Center Performance

The UQube Call Center Suite gives you immediate access to call center metrics across all of your vendors, centers and switches, providing vendor to vendor comparisons, ongoing insight into vendor and agent performance and comprehensive measurement of performance against SLAs and corporate goals.  With complete visibility across the entire contact center operation, you have the insight and metrics to leverage your top performers and continually improve your daily numbers.

How UQube works to help call center teams continually drive results

UQube makes call center analysis and reporting easy by aggregating the critical call and sales data elements into a centralized call center database and then using cleansing and characterization logic to generate a series of historical and forward looking reports.  The overall concept is depicted below, followed by the logical steps that help make call center performance management simple and effective.

1. Centralize Call Volume/Sales Plans and Forecasts

UQube helps standardize, centralize, and share call forecasts and sales plans enabling you to make changes, save multiple versions, and designate the operative version against which performance will be measured. Need to make a change? Export; Tweak; Import; Done. The functionality allows you to move seamlessly between Excel and UQube, so you can take advantage of your existing planning and forecasting processes. Or, alternatively, you can leverage UQube’s warehouse of actual data to develop your forward-looking documents based on empirical parameters that you control.

2. Manage 800#’s

UQube provides a centralized workbench for marketers, program managers, and call centers to provision and re-provision toll free numbers. UQube makes it easy with templates and rules that, for example, prevent multiple campaigns from sharing the same TFN at the same time, and that enforce best practices like test calls to ensure that a TFN is activated and prime for reporting. Eliminate miscommunication, provisioning headaches, and risks of TFN reuse that add embarrassment, costs and delays to marketing campaigns.

3 Aggregate Call Center Data

The UQube DxE (Data ExChange Engine) vacuums data from all your vendors using standardized templates, and aligns everyone along common parameters for apples-to-apples comparability in reporting. UQube’s automated processes eliminate human distortion from data by keeping file generation and transfer between computer systems, but can automatically alert key staff when file errors or communication breakdowns prevent clean data from entering the system. Having centralized key performance data, UQube becomes a critical resource for institutional memory, continuity, and ad hoc analysis.

4. Add Meaning to Data

The UQube DcE (Data Characterization Engine) makes it easy for you to define your rollups, name your buckets, and see your business how you need to see it. Reporting levels can be hierarchical or side by side, but either way, embedded best practices prevent you from double-counting categories within any one level, or up a particular hierarchal chain. We do the heavy lifting so you don’t have to.

5. Generate Actionable Output

UQube Reporting enables daily analysis of contact center performance, trending and comparisons of centers, sites, programs, campaigns and agents. Upper Quadrant strives for transparency; if the data is in UQube, you can analyze it. Answers to tough questions need only be a click away using UQube standard reports, ad hoc analysis, or easy-to-read dashboards. Spend your time analyzing and driving performance, not hunting down data and fumbling through spreadsheets and email trails. When you need to share data with other parties outside your organization, you can export to Excel and send them the latest information or take a hands-off approach by easily establishing automated data exchanges.

Fueling Contact Center Operations Confidence and Decisions

UQube enables contact center teams to shift from data gathering and report generation to strategic analysis and operational improvements.  We are confident that using UQube you will not only enhance overall collaboration within your entire call center operation, but you will also save time, save money, improve tactical execution and strategic decision making.

	Results Now - increase sales and reduce the cost of acquiring and supporting customers Rapidly identify top and bottom performing centers, sites, programs and agents Know what is working and what is not at a campaign and market level Decrease manpower to aggregate reports while increasing reporting accuracy
	Confidence Now - data-driven assurance in your contact center's ability to succeed Know if you will hit your plan ahead of time (Forecast and Daily Reporting) Tie Marketing spend to revenue at the campaign and market level Justify spend with detail data
	Share it Now - spread marketing insight rapidly throughout the organization and external marketing teams Provide key metrics and measurements of the business; drive better decision making Centralized call center reporting and analysis  Granular and timely center, site, program, agent and market level insight Repeatable - continually gain insight
	Deploy it Now - Hosted solution for ease of implementation Turn-key media plans and reports Plug-in to UQube's over 40 different pre-exisiting data connection (call centers, ad serverss, etc) Implementation time as quick as 2-4 weeks No effects on existing systems No Software or hardware to buy Limited IT involvement

UQube Implementation Services

Our passion at Upper Quadrant is driving value and results for our customers. Dedication and service are part of the fabric of Upper Quadrant. We are dedicated to making an impact. Dedicated to results. Dedicated to our customers. Our experienced and knowledgeable client services and support teams are always available to help our clients to maximize their ongoing return on investment in UQube.

Approach

Working with your key team members, the UQube implementation services team is there every step of the way. From initial requirements meetings, to leveraging prepackaged templates for media plan management and data capture, to performance visualization with dashboards and reports, you can be confident in the level of support you will receive from Upper Quadrant. We are committed to rolling out UQube quickly while minimizing the impact on your team’s day to day responsibilities. Once in place, in-person or web-based training sessions will ensure users are comfortable with the application in order to drive the most value possible from UQube.

Team

Our staff is knowledgeable, focused on results, and extremely responsive to client requests. We assign account managers, business subject matter experts and technical experts to ensure rollout is smooth and drives results.

Proven Delivery Methodology

Upper Quadrant's implementation methodology couples best practices with templates for data collection, reports, and dashboards ensuring success. To speak with a UQube implementation services team member how we can help your organization reach its goals, Contact Us. “Upper Quadrant’s client services team is second to none. We know we can count on their expertise and dedication to help us get the job done.”