Hosted Call Center Reporting

You have a simple, yet powerful vision: to understand your business better, in order to make better decisions, so you can meet your department goals.

This, more than any other, is the driver for adopting call center technology. With Hosted Call Center Reporting you can learn about your customers, your competitors and most of all, your own company.

Hosted Call Center Reporting and Metrics:

The simplest business intelligence tools are the most powerful because they provide immediately actionable information - imagine what you could do with instant access to the answers of these questions with hosted call center reporting by Telax:

  • Where is my team? What are they working on – right now?!
  • Are we providing good service and are we getting better at it?
  • How effective and efficient are we? How do we compare to our internal and industry benchmarks - individually and as a team?
  • Why are my customers calling? And what are they saying?
  • Did we meet our customer’s needs and was the relationship strengthened through the interaction?
  • How do our customers feel about our company, our product, our customer service?

Bottom line: access to real-time hosted call center reporting and historical metrics is critical. Running a call center without them is like flying an airplane without instruments – it’s possible, but foolish.

Want to know more about how you can use hosted call center reporting? We can help.

Recordings and Archiving

Listen, at anytime, to each and every customer service interaction over the phone – it’s intensely powerful!

Real-world interactions serve as:

Training tools – use examples to drive the desired behavior – create highlight reels of your team’s greatest moments. Help your entire team copy top performer behavior.

Research tools – get direct access to your customer’s voice and words, hear their reactions, understand how they feel and why they feel that way.

Security tools – inappropriate and threatening conduct toward your employees can be captured, and addressed. With the recordings providing indisputable evidence, authorities can be engaged more effectively.

Marketing tools – instant testimonials, as natural as they come, straight from your customer’s mouth!

Conflict resolution tools - Say good-bye to “he said-she said” scenarios between agents and customers. The customer is always right, but it’s critical to know exactly what was said, word for word.

For regulatory requirements or data warehousing, these recordings can be archived via DVD or secure FTP to store at our site or on your site, indefinitely.

Telax delivers an industry-leading hosted call center reporting solution. Find out more about how 100% recordings can completely change your business.