Reports are indispensable for managing every process of a call center. Without information – it’s impossible to monitor work dynamics, promptly interfere for its resumption, control the consistency of quality or efficiency indicators. You can read about our call center reports here
h3>But traditional reports have some drawbacks/h3>
№1. Reports in tabular or graphic form are formal and require involvement and understanding of its peculiarities to comprehend what’s happening, or, at least, an explainer or commentary. In a nutshell, it’s often unclear and redundant.
The second drawback of many reports – they lack the ability to consolidate information from different sectors of the system: sales, occupancy, communication. It’s necessary to download the data, enter it into excel and draw up a summary by key indicators. It’s inconvenient and creates more room for errors.
The third problem – providing information for customers. In an ideal dream, reports would auto-generate and send by email. But often, this isn’t the case — either there’s no automation, or email is “inconvenient.” When there’s a problem – a solution is needed!
h3>Reports in Oki-Toki — a new type of instant reports for managers and customers. /h3>
- Reports display information written in a comprehensible language
- Add the necessary sections, select the indicators (KPIs) that are important for you
- Get automated report dispatches to your email every hour, day, week or month
- Study the dynamics of changes in key contact center indicators.
Create your own Reports, gathering only the necessary information. Monitor the performance of your contact center and analyze the dynamics of changes in key KPIs.