Data Never Lies
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Launch Best-in-Class Call centers Business Intelligence in Just 48 Hours

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Data Sources

59

Metrics / KPIs

61

Charts

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AI decision making assistants
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How many patients are visiting our clinic each month?

What percentage of claims are being denied by insurers?

How much revenue are we generating per patient visit?

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Virtual Show Room

If you want to learn how the top Call centers companies make decisions globally, sign up for our showroom session. We’ll walk you through the data sources they rely on, the technical solutions and tools in use. Together, we’ll explore the key metrics used for calculations and decision-making, and review examples of company dashboards. By the end of the session, we’ll be able to create a prototype decision-making system tailored to your needs.
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Best Practice Data Stack

At Data Never Lies, we believe every data story begins with a solid foundation. That’s why we work with best-in-class tools and platforms tailored to your unique needs. From advanced analytics and visualization to seamless integrations, we design scalable data stacks that empower your team to uncover insights and take confident action. With our expertise, your data isn’t just organized—it’s optimized for storytelling that inspires.

34 Data Sources

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Five9

A cloud-based contact center platform offering AI-driven solutions for customer engagement and call management.

Genesys

A customer experience platform providing tools for omnichannel communication, automation, and workforce optimization.

Talkdesk

A cloud-based contact center solution focused on enhancing customer interactions through AI and advanced analytics.

NICE inContact

A cloud contact center platform specializing in omnichannel routing, analytics, and workforce optimization.

Avaya

A communications platform offering solutions for contact centers, unified communications, and collaboration.

RingCentral

A cloud-based communication and collaboration platform offering phone, video, and messaging services.

Aircall

A cloud-based phone system tailored for teams, integrating seamlessly with CRM and helpdesk tools.

Twilio

A cloud communications platform enabling developers to build SMS, voice, and video applications.

Freshdesk

A customer support software designed for multichannel communication, automation, and ticketing.

Qualtrics

A customer experience management platform for creating surveys and analyzing feedback to drive business decisions.

Google Forms

A free online tool for creating and distributing surveys or forms, with built-in response tracking.

Typeform

A user-friendly survey tool for creating visually appealing, interactive forms and quizzes.

Medallia

A customer experience platform that collects and analyzes feedback across touchpoints to improve customer satisfaction and loyalty.

SurveyMonkey

An online survey tool for creating, distributing, and analyzing feedback from customers and employees.

59 Metrics

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AOR

Agent Occupancy Rate: The proportion of an agent’s time spent actively handling calls or tasks versus idle time.

SLA

Service Level Agreement (SLA) Compliance: Tracks adherence to agreed performance standards, like response time or resolution speed.

ASA

Average Speed of Answer (ASA): The average time customers wait before their call is answered by an agent.

CVBC

Call Volume by Channel: The number of customer interactions received through each communication channel, such as phone or chat.

CRR

Customer Retention Rate: The percentage of customers retained over a specific time, reflecting loyalty and satisfaction.

FCR

First Call Resolution Rate (FCR): Measures the percentage of customer issues resolved during the first interaction, without follow-ups.

AHT

Average Handle Time (AHT): The average duration of a customer interaction, including hold time and after-call work.

CSAT

Customer Satisfaction Score (CSAT): A metric indicating customer satisfaction based on feedback collected after interactions or transactions.

NPS

Net Promoter Score (NPS): Measures customer loyalty by asking how likely they are to recommend a service or product.

CAR

Call Abandonment Rate: The percentage of callers who disconnect before speaking to an agent or receiving service.

ATR

Agent Turnover Rate: The rate at which agents leave their positions, impacting team stability and training costs.

CPC

Cost per Contact: The average cost incurred by the company to handle a single customer interaction.

QTPC

Queue Time per Call: The average time a caller spends waiting in the queue before speaking to an agent.

CES

Customer Effort Score (CES): Measures how much effort customers exert to resolve their issues or achieve their goals.

RCR

Repeat Call Rate: The percentage of customers who need to call back for unresolved issues, indicating inefficiency or complexity.

61 Charts

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FCR Rate Over Time

Tracks first call resolution trends weekly, helping identify efficiency improvements or consistency issues.

AHT Distribution

Compares average handle time across channels, highlighting efficiency or complexity differences in customer interactions.

CSAT by Agent

Displays customer satisfaction scores per agent, revealing individual performance and areas for development.

NPS Over Time

Monitors changes in customer loyalty over time, emphasizing long-term satisfaction trends.

Call Abandonment by Time Period

Shows abandonment trends across time periods to identify peak issues or improvement areas.

Occupancy Rate by Agent

Highlights how effectively agents utilize their time handling tasks and interactions.

SLA Compliance Over Time

Tracks adherence to service agreements weekly, ensuring consistent performance standard.

ASA by Hour

Displays hourly average answer speed, pinpointing bottlenecks during specific times.

Call Volume by Channel

Compares communication channel usage, illustrating customer preferences and resource allocation needs.

Retention Rate by Month

Tracks monthly customer retention to evaluate loyalty and long-term satisfaction trends.

Cost per Contact Over Time

Displays cost trends for each customer interaction to manage budgets and efficiency.

Queue Time Distribution

Analyzes call wait times, revealing patterns that impact customer experience.

CES by Month

Shows monthly customer effort scores, emphasizing ease of resolution trends.

Repeat Call Rate by Channel

Compares repeat interaction rates across channels, highlighting areas needing process improvement.

Why customers love us
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We’ve identified the top five reasons why our clients choose to work with us and continue partnering with us for years.

Our Team

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Industry Experts

Our team includes experts with deep knowledge of Call centers industry. These professionals bring years of experience in SaaS, ensuring that we understand your unique challenges and opportunities. Their expertise enables us to deliver tailored BI solutions that address your specific needs and drive meaningful business outcomes.

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Visualization Tools

We utilize a wide range of visualization tools to present your data effectively. Our toolkit includes industry-leading software such as Tableau, Power BI, and D3.js, allowing us to create interactive and engaging visualizations. These tools help you explore your data in depth, uncover insights, and communicate findings clearly to stakeholders, facilitating better decision-making across your organization.

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Data Engineering Tools

Our engineers use the best tools available to manage and analyze your data. We leverage technologies such as Apache Hadoop, Spark, and SQL databases to handle large volumes of data efficiently. Our data engineering capabilities ensure that your data is cleaned, transformed, and ready for analysis, enabling you to gain accurate and actionable insights from your BI initiatives.

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Languages

We offer services in English, Spanish, French, German, and Russian. Our multilingual team ensures that language barriers do not impede your access to top-quality BI solutions. By providing support and documentation in multiple languages, we cater to a diverse client base and ensure effective communication throughout the project lifecycle. This multilingual approach helps us deliver personalized and accessible services to clients worldwide.

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Time Zones

Our team operates globally, from Australia to the West Coast, ensuring continuous support. With experts located in multiple time zones, we can provide timely assistance and address your needs around the clock. This global presence ensures that you receive prompt responses to your inquiries, quick resolution of issues, and uninterrupted progress on your BI projects, regardless of your location.

Our Services

Call centers Business Inteligence Outsourcing

Outsource your business intelligence needs to us and focus on your core business activities. Our BI outsourcing services provide you with expert support in managing, analyzing, and interpreting your data. We handle everything from data integration and dashboard creation to advanced analytics and reporting, ensuring that you can leverage data insights without the need for in-house expertise. This allows you to concentrate on strategic initiatives while we manage your BI functions efficiently.

Project Length Starting from 1 Week

Flexible project durations to fit your needs. Whether you require a quick, focused engagement or a long-term partnership, we can tailor our services to match your timeline. Our agile approach allows us to deliver high-quality BI solutions within short timeframes, ensuring that you can address pressing business challenges and capitalize on opportunities promptly.

Educational Programs on Decision-Making

Improve your decision-making skills with our specialized educational programs. Our programs are designed to equip you and your team with the knowledge and tools needed to make data-driven decisions confidently. Through workshops, training sessions, and seminars, we cover topics such as data analysis techniques, interpreting BI reports, and applying insights to business strategies. These educational initiatives help you build a data-centric culture within your organization, empowering you to make better decisions and drive success.
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