The metrics gained from monitoring the interactions of all your customer-facing employees delivers a vital and objective evaluation for your business. Reporting dashboards can give you the solid data you need to respond promptly to emerging customer service issues, to reveal new industry trends via competitor analysis, or to identify training needs for your contact center staff.
We can create specific analysis forms to gain further data on areas of concern that have been identified through our mystery shopping, remote contact monitoring, and competitive analysis programs.
Contact analysis summary reporting consists of a series of organized contact center reports, ranging from line by line ratings, to section ratings and prose analysis, our reports analyze each aspect of the call assessment in both individual detail and summary form.
Our call report summaries can be organized to display:
- Current contact center performance metrics.
- Improvements achieved since the last contact summary report.
- Comparisons by question, customer service representative, department, and location.
- Year-to-year comparative reports showing progress towards company goals, or comparing separate call center locations.
Individual reports by representative can be drilled down by date range, score range, and by location and group. All summary reporting can be sorted by date range, department, or location. Fifteen standard summary reports, non-prose analysis, and quarterly reports are provided at no extra cost. These reports can be viewed as a web page or exported into PDF, Microsoft Excel, or Text Formats.