Reporting

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).

We let the numbers speak for us

Call Records/ Transcripts

All the calls are recorded and chat transcripts are stored. We can provide you with the log-in details that will enable you to listen to any call recording that you wish. Similarly, you can access any chat transcript that you need. Chat Transcripts can also be emailed to you in real time right after a chat finishes.

Reporting Delivery

Reports can be easily accessed via a secure web portal, or can be emailed to you. The timeline for delivery of all reporting is based on pre-discussed intervals that suit the needs of each individual client. If at any time between report deliveries you wish to view the statistical success of your account, please let us know and they will be delivered soonest possible. We do have an online portal where our clients can access reports in real time.

Custom Reporting

If you have any specific needs that require a custom reporting solution, we will be happy to provide. We will have an in-depth consultation with you to understand your reporting needs and to develop the best reporting solution for you.