SUCCESS STORY: DATAMÉTRICA Datamétrica transforming service operations for dramatically improved results Datamétrica, headquartered in Recife, Brazil, has 5,000 employees and offers contact center and other business services. In its outsourcing segment in Brazil, Datamétrica has two contact center sites that deliver front line assistance in sales, collections, service desk, and customer care—including back-office support to analyze and monitor service request resolution. Datamétrica Service Desk runs the back- office operations that resolve the technical issues consumers report. Without a routing strategy in place, its employees chose service requests, taking 1.42 minutes on average to make a work selection. Their team used three different, unintegrated legacy systems. Plan

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