Datamétrica

The Datamétrica Help Desk is the department responsible for back-office operations that resolve technical issues reported by consumers. Due to the lack of an adequate distribution strategy, employees had to manually select service requests, a process that took an average of about one-and-a-half minutes. Additionally, they had to use three legacy systems that were not integrated.

The planning and management teams also had to dedicate a significant amount of time and effort to creating spreadsheets and reports in order to gather the necessary data and provide insights into team performance. To improve efficiency and maintain operational performance within a reasonable average, a report had to be manually updated and sent out every hour to monitor KPIs.

Datamétrica partnered with Genesys to implement the Genesys Workload Management solution in a back-office operation with 120 service positions. This operation consisted of 15 teams with 320 technical agents responsible for handling over 390,000 monthly service requests from customers of a major Brazilian telecommunications company.