Reports are indispensable for managing every call center process. If there is no information, it is impossible to track the dynamics of work, promptly intervene to resume it, control the constancy of quality or efficiency indicators. You can read more about our call center reports here.
But the usual reports have drawbacks.
No. 1. Reports in tabular or graphical form have a formal form and require involvement in the process and knowledge of its features in order to understand what is happening, well, or a commentator, or at least comments. In general, it is unclear and often redundant. The second drawback of many reports is that they do not have the ability to summarize information from different parts of the systems: sales, employment, communications. It is necessary to download the data, enter it into excel and form a summary of key indicators. It’s inconvenient and this causes errors. The third problem is providing information for customers. In pink dreams, reports are prepared automatically and sent to the post office. But often this is not the case – either there is no automation or mail is “inconvenient”. There is a problem – you need to solve it!
Reports in Oki-Toki is a new type of instant reports for managers and customers.
- Reports display information that is written in an understandable language
- Add the necessary sections, choose the indicators (KPIs) you need
- Receive automatic reports by email every hour, day, week or month
- Study the dynamics of changes in important call center indicators.
Create your Reports by collecting only the information you need. Monitor the work of your CC and analyze the dynamics of changes in important KPIs.