#enhanced reporting

Companies spent a lot on maintaining call centers for their customers to ensure their anytime anywhere reach and thus, it is of utmost importance to monitor the optimal use of their resources. These resources include human resource and other infrastructure, including telecom etc.

Companies lose a great deal of opportunity when they are not able to cater to their customers on time. More than 64% of the complaints about any company contributes of not able to contact the service centers or call centers of the company. As a result, all the investments of the company goes in vain when the purpose of servicing a client is not met.

In coordination with telecom service providers, innovative solutions have been developed by IT companies to effectively monitor the performance of the call centers by capturing the data of in-coming traffic. Integrations possible with telecom systems in a call center has made it possible to track the call traffic, an average amount of time per call, unattended calls, productivity analysis and overall ROI of the investment for companies.

Based on such data, customized reports are generated by Call Center Reporting Software to bring insights to the top level management to make effective decisions related to their businesses. Such reporting modules are also an integral part of call center monitoring software.

As per CEO of one call center for FMCG company, it has been told that “working on the dropped calls have helped us in acquiring 18% new business. This has not just helped us in improving the customer experience, but also in getting recommendations for our product portfolio.”

Call center reporting software consequently became more insightful and powerful to work with large size data (Big Data). It integrates with the tele-systems installed by Infrastructure providers, such as Akixi, Broadsoft etc. Based on initial data collated by such systems, Enhanced Reporting has made it possible for its client partners to have a call comparison on area-wise or branch-wise and conduct advanced searches for data based on multiple fields/parameters to calculate KPIs and productivity of various branches.

Enhanced Reporting through its bespoke reporting has helped companies in regularly measuring and continually improving upon the call performance and providing precise internal and external call reports to the companies for their call centers.