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Reporting & MI |
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The Business Challenges |
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TouchStar Connect can
produce over 50 clear
and concise standard
reports that can display
the details of every
aspect of your call
centre’s day-to-day
operations. The 50
standard reports are
supplemented with a host
of more bespoke reports
that are also available
in real time and
historical formats.
Reports can be accessed
real-time over the web,
or historically they can
be reviewed at a later
date. Reports can be: |
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Historical |
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Reports can be emailed
on a schedule
automatically with a
choice of formats: PDF,
Word, Excel, CSV, etc.
Reporting by day, hour,
30 minute or 15 minute
interval becomes a very
simple process. Reports
can also be run at any
time without affecting
the performance of the
dialler. |
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Real-time |
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Real-time agent
reporting is done via
the supervisor terminal
in report or ‘visual’
format, with real time
information on the
agent’s current status,
campaign(s) assigned,
leads, successes, sales,
calls handled and a
great deal more. In
addition talk time, time
in wrap, time waiting
for calls, pause and
breaks are all displayed
clearly. Visual
Supervisor provides an
image of the agent and
customisable real time
performance data. Within
the text display Agent
Status is displayed in
different colours -
talking, waiting, in
wrap-up, pause etc, and
the colour changes
according to a
predetermined schedule
for each status. For
example if a time
exceeds a certain value
the colour will change
to red, thus the
supervisor is looking
for any agent with a red
status times as this is
out of the norm. The
real time reporting is a
valuable tool for the
supervisor who is tasked
with getting the most
from their team without
sacrificing quality. The
Visual Supervisor with
agent photographs allows
the supervisor to put
names to faces much more
quickly and without
error. |
(Click to enlarge)
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A few examples include: |
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Daily
Activity
Report |
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The
report
displays
a
summary
of each
agent
and can
be set
for a
specific
date for
any
project
for an
individual
agent, a
group of
agents or all
agents. |
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Daily
Project
Report |
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This
report
displays
all call
centre
activity
by team
for any
one day,
enabling
managers
to
compare
how
effective
various
campaigns
are on
different
days of
the
week. |
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(Click to enlarge)
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Campaign
Summary |
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Compares
productivity
between
campaigns,
detailing
active
time,
sales
per hour
and
other
information.
Analysing
this
report
will
provide
critical
data to
help
determine
which
campaign
is most
productive. |
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Agent by
Campaign |
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Breaks
down the
information
by
projects
for each
agent or
team.
The
report
enables
the user
to see
each
campaign
on which
an agent
has
worked
for any
date
range,
and the
ability
to
compare
productivity
between
campaigns. |
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Campaign
Agent
Report |
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Displays
call
centre
results
of all
projects
broken
down by
team and
agent
over a
given
length
of time. |
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Idle
Time |
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This
report
tabulates
idle
time by
project
for any
specific
date
range. |
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Agent
Audio
Monitoring |
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Access
to an
individual
agent’s
audio
can be
achieved
at any
time
either
on site
or via a
remote
link
such as
a mobile
telephone.
Supervisors
use
silent
monitor
or
whisper
coach.
Whisper
coaching
is a
great
technique
for
bringing
inexperienced
agents
on line
more
quickly,
reducing
training
time and
being
productive
sooner. |
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>> Quality
Assurance |
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Copyright 2008 TouchStar Call Centre Software. All Rights Reserved