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| Reporting & MI |
| 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 and can
be reviewed at a later
date. Reports can be: |
| Historical |
| 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. |
| Real-time |
| 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. |
| A few examples include: |
 |
Daily Activity Report |
(Click to enlarge)
|
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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. |
|
|
Daily Project Report |
|
|
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. |
|
|
Campaign Summary |
|
|
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. |
|
|
Agent by Campaign |
|
|
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. |
|
|
Campaign Agent Report |
|
|
Displays
call
centre
results
of all
projects
broken
down by
team and
agent
over a
given
length
of time. |
|
|
Idle Time |
|
|
This
report
tabulates
idle
time by
project
for any
specific
date
range. |
|
|
Agent
Audio
Monitoring |
|
|
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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Copyright 2009 Daviker
Limited. All Rights Reserved.