Why You Need Call Reporting Software?

Industrialization has given a sharp rise to the tertiary sector in the UK, which included the booming of the service sector and call centers in the country. Companies started reaching out through their call centers for communicating with their customers for selling, up-selling, and client servicing. This growth led to the enormous increase in the contact centers established by companies and the number touched to 6200 by 2017. This approximately employs 4% working population in the UK.

It then became important for companies to channelize and streamline the processes of these call centers. Thus, with the help of Information Technology, a company started using modern software and tools, such as Call Center Reporting Software, Management Software, Tracking Software and Performance Management Software for their call centers.

This software's mainly focused on utilizing the data for effective decision making. The software was able to provide details of calls attended, unattended, duration of calls, regional-center wise details and on many various parameters. This helped companies and their CXO's to make decisions efficiently and effectively regarding the investments and expansions for their call centers. Thus, it provided a great help to companies for framing strategies to enrich their brand values through improved sales and client servicing.

The call center management software and tracking software helped the companies to continuously monitor the effect of the strategies and the implemented policies. This software focused on the measuring the productivity parameters and Key Performance Indicators (KPIs) for evaluating the positive change and areas of improvement for further growth.

With such technological break-through, now CXO's have precise data of operations of their contact centers and the challenges faced by region-wise, center-wise or country-wise. Resources could be deployed on basis of the call traffic or reasons could be known easily for dissatisfaction or unattended calls. Such monitoring boosted the overall national average customer experience and productivity in the UK when compared to the global levels.

Dedicated to such smart reporting solutions and software, companies have also augmented its services for providing cloud-based software to help its client in tracking their day-to-day business activities in coordination with telecom infrastructure. Our software and services work on robust architecture and have given positive results within a short span.

Our solutions are also in compliance with the General Data Protection Regulation (GDPR) and constantly updated to conform to the required standards. The stringent security policies and highly robust architecture of our software made it possible for us to 100 percent customer satisfaction.

Source: Click Here

Call Center Reporting Software for Effective Call Center Management

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.

Source: Click Here

Business Reporting for the Call Center

Call Center operations are commonplace in the business world from small informal call centers internally servicing the operation of a business to large multi-site multilingual contact centers run as a business offering outsourced call center agent resources.

To maximize efficiency in any business process or operation reporting data is key and metrics obtained from Call Center Reporting Software or business telephone systems is no exception. Being able to offer insight allows business stakeholders to make real and informed business operational decisions.

The call reporting itself offers an insight into the operation and efficiency in which agent’s answer, deal, and process telephone conversations. This teamed with analytics from Monitoring Software or Contact management systems can allow a business to correlate trends and performance information from a ringing call through to a converting task. Seeing this end to end process and being able to ask logical business questions of the data empowers businesses to adapt and make changes to their processes in real-time. This, in turn, can mean the difference to beat competitors.

In most cases what is available to a business is Call Center Management Software provided with the telephone platform they have chosen to invest in. Given the importance of the data generated through telephony use, it is essential companies look at their reporting requirements as a key factor of any purchase. With a move to Voice over IP and hosted telephony the actual features delivered by the telephone system are becoming more and more common and alike. What is often taken for granted is the reporting tools allowing business insights to be analyzed.

Some of the limitations can simply be the time it takes to produce what a business stakeholder needs to see to make informed decisions. One common example we see if businesses having to export multiple sets of information then try to recombine the data in a format they are used to using; normally MS Excel, then manipulating the data further to add information relevant to the business i.e. matching a telephone number to a customer or business name so it can be used in a report or splitting the report data into business regions, areas or units. All these tasks take up valuable resources and resources cost your business money. The extra time taken to re-process data into a format the business can work with also then loses that real-time competitive edge sort in the first place.

Enhanced reporting takes the raw data from the system or systems you need insights from, it re-processes the data, adds extra information relevant to your business and then crunches the number before outputting the information in all the different formats business stakeholders can immediately work with.

Source: Click Here