In the initial stages of account implementation, we identify and outline key performance indicators for your account with you and accordingly assess your reporting needs. We customize and design a reporting solution that is right for you. Our aim is to provide you with timely and accurate performance analysis data related to your specific needs and operational goals.
We provide daily specific statistics on your account for every individual interaction. Generally metrics monitored include Service Levels, Calls/Chats Offered and Calls/Chats Answered, Response Time, Wait Time, CSAT, Abandoned Percentage, Types of Abandons, Average Queue, Talk/Chat, Wrap and Handle Times, Total Queue, Talk/Chat, Wrap and Handle Times, Sales Closed/Leads Generated (if applicable).