Depending on where you work, reporting can range from daunting stacks of paper or huge .pdf files to skimpy one-liners. In one extreme, there is simply too much data to wade through to be useful and in the other, there isn’t enough data to know anything. Templated reports might try to cover the basics, but in this fast-paced world, it’s important that everyone’s time be used as efficiently as possible. That’s why our hosted contact center solution provides custom reporting, today’s Feature Friday focus.
Sometimes reports are extensive because managers don’t want to miss out on potentially important information, but without ‘trimming the fat’ these reports can soon become too time consuming to decipher to be of any real value. The ability to customize reports is of the utmost value.
One of the things we at Telax are proud of is our ability to provide changes to customer solutions as they deem them necessary. If a manager is unsure of what they want to see in a report, it’s easy for us to provide full reporting until the manager identifies specific items that are of no use to him, which we can then remove. Working with our customers to determine what information is valuable and what is not, we help make reports as concise as possible, making them as valuable as possible.
Our solution provides reporting of all aspects of every call from dialing in to the call’s end, meaning that whatever aspect of his contact center a manger wants to examine, we can provide a report to give him the information he needs to make an educated decision.
With proper reporting in place, managers gain indispensable insight into the interactions that take place between front-line staff and customers, giving them the ability to improve their contact center for both the employee and the customer. For companies working with remote employees, reporting is an essential management tool to ensure quality service.
Not every company finds the same information useful. That’s why we provide custom reporting, so that our clients get the reports that are right for them.
Tags: business, call center, contact center, efficiency, telax, telax hosted call ceter