TeleVantage Reporter - measuring call centre performance
TeleVantage Reporter provides a set of intuitive report-generating tools which provide the data needed to manage call centre performance. The reports are run using point and click. There is no need to import or export information, manipulate data, or create charts. Data can be exported into other tools for further analysis. Reports are available which measure key performance indicators for, amongst other things, individual agents, queues, inbound calls, outbound calls, wait times, talk times, and call volumes.
Designed primarily to provide the tools needed to manage the efficiency of a call centre the reporter can also be used to monitor the success of marketing campaigns and the performance of the total business phone system.
Manage call centre performance
TeleVantage Reporter enables you to run more than thirty detailed reports on your business's call centre or contact centre activity. Based on Microsoft Excel, it presents information-packed graphs in colourful, easy-to-read format, for any time period you want, automatically updated with the latest data.
- Keep track of your callers' wait times, how many calls are being abandoned, how long calls are taking once connected, and more.
- Discover who your busiest and most effective employees are. Quantify what times of day have your heaviest volumes, and whether you need to add more lines to the system.
Track Campaign Success with call centre reports
Keep track of the results of marketing campaigns to the second with TeleVantage's specialised reports. Have agents mark campaign-related calls with an account code, then use the Call Volume by Account Code Report to track them. Or place an ad with a phone number that TeleVantage recognises as the contact "Campaign," then use the Call Volume By Identified Caller Report to track all calls from "Campaign." And if your agents are placing outbound calls, use the Call Trends Report to track just those.
Monitor business phone system traffic
Reports can be run to track user phone usage in the business phone system. For example, the User Activity Report shows how much time a user is spending in each personal status. Many queue-level reports can also be run against workgroups, such as the Average Wait Time and Call Volume by Time of Day Report.
The valuable Trunk Performance Report lets you measure the traffic on your phone system as a whole, giving you insight into the growth patterns of your overall business.
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