Management Information  When You Need it – Easily

Daily/ Weekly/ Monthly Reports

These reports provide key statistics and KPIs in condensed format to call centre managers. You have access to the latest information about how your floor performed in the past.

The report is a single-page summary of the phone activity of your call operation during the time period. The report is sent automatically at the end of the time period e.g. Daily Reports are send every midnight on workdays to your email address.

To see the feature overview and detailed business benefits please click the below link to expand out the page.

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Feature Overview

• High density: all information on one page.
• Easy to read: data is visualised with graphs and charts.
• Immediate: The report is generated and dispatched when complete.
• Track the evolution: the report gives you the activity evolution by comparing the overall volumes across several time periods.
• Zoom in: the report shows the individuals performance – both in isolation and in comparison with the others.
• Digested information: the report includes key performance indicators such as total activity, average call duration, activity per active workstation – a big help for fast decisions.

Business Benefits

Improved performance. With timely information about the performance of the staff in the call centre, managers can quickly understand what isn’t working and address any issues in a meaningful way. Without the data problems are tough to detect, quantify and demonstrate. 

Prompt elimination of problems. For example a decreasing average call duration (ACD) for outgoing campaigns – a parameter which appears in the report – might mean:

1. a poor-quality lead list.
2. The “openers” are not following the script of fully trained.
3. The opening script need to be worked on.

Lower costs. With information about the traffic destinations and costs, it is easy to spot inconsistencies and limit traffic to non-productive regions.

Improved productivity. Call centre managers have very clear visibility over which employees are achieving their objectives and those who are  not, and can do something about it. Similarly the side-by-side comparison of individuals performance increases internal competition, which leads to improved results for the business as a whole.

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Real Time Ranking Service

Designed to be displayed on a large screen in an office this web based service shows real-time information about each broker and the likelihood of them reaching the target. 

The service can also be accessed via tablet or smartphone if you happen to be out of the office or run a virtual team. 

The in office solution makes all the statistics very visible and generates increased numbers of calls due to the competitive nature of sales people.  

Used via a tablet or smartphone it allows you to see what is going on within you business and take immediate corrective action, if necessary.

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Feature Overview

Important features include:

• easy-to-read graphs
• Traffic light system showing who is on a call, who is just off a call and who hasn’t been on a call in a while
• display of talk time and dialing time
• list order updated in real time, best performers on top
• expected daily performance based on current work rate shown
• average call duration, number of calls and number of not connected dials

The ranking can be customised around the key indicators for every client – depending on individual business needs. For example adding two columns. The first of all calls over 6 minutes (that being the length of the opening script) and the second being opens achieved. If an employee has 10 calls over 6 minutes and only booked 4 opens, then questions need to be asked. 

Business Benefits

Increased Productivity:

• The real-time ranking service generates a context of internal competition. The best performers will work hard to stay on top; those at the bottom will work hard to climb up.
• Another reason for increased productivity is the immediate feedback which employees receive: they can fix their performance NOW, before the end of business.
• Finally, best performers become an immediate and visible example that great results are actually possible – this eliminates the excuse that “targets are unrealistic”.

Training Benefits. Armed with the insights from the screen, the floor manager can identify specific problems in the work of individual employees and correct them early on.

Invest in the Right People. Choosing the right employee is always difficult – you only find out it was the right choice later on. The Real Time Ranking service helps you distinguish good from bad quickly.

The Day at a Glance. At any given moment during the business day, the business managers can get an immediate and precise answer to the question “How are we doing today?”

Less Supervision. With the Real Time Ranking service in place, managers do not have to be supervisors – now everyone knows how he or she is doing. Instead the manager’s time can be spent on more important business issues.

Compensation = Results. The real-time ranking gives two important tools to tie employees’ compensation and results. First, there is an objective and measureable criterion which promotes a culture of merit-based compensation. Second, the compensation can be immediate, which makes it much more effective as a motivational tool.

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Lead Management Statistics

When managing large amounts of leads you need a solution that will give you the relevant statistics in a timely manner. Our solution does that in several ways

Live information can be incorporated within our Real-Time Ranking service. Additional columns can be added to the screen so you can see at glance what is happening.  

Within the Lead Management Solution there are two main areas where you can get a good overall picture. When you login you are taken to a Dashboard. This shows all the top level information you could want. It is customisable so you can arrange it to show the information that is important to you.

The second area is the reports module. This includes all the standard reports, with the ability to create your own custom reports too. 

Recorded Calls

All calls can be recorded. Not only those made by employees, but also inbound calls. You have easy and immediate access to these recordings the second the call has ended. 

These recording are kept securely on remote servers that are regularly assess by independent security consultants to insure that we maintain our infrastructure so that it meets the requirements of PCI standards. They are also backed up for additional peace of mind.

Call recording are usually used for the following:-

• Regulatory compliance
• Proof of verbal agreements/ contracts
• Staff training
• Clarity in cases where conversations are mis-remembered.

Business Specific Reports

As we are not resellers we have direct access to all the data within our systems. This means we can create tailored business reports to you requirements. If they are periodic we can even automate the process and they will just arrive in your inbox.  

Being able to look at your business performance from multiply angles gives you the best chance to spot issues and opportunities. Reports can even be generated when certain conditions are met, thereby flagging up situation in good time.

We have created countless reports for clients, over the years, and enjoy the challenge when we get a request for something out of the ordinary. 

Direct Data Access via our API

We have built and API (Application Programming Interface) which allows our clients to access their data and services automatically. This can be of use in several ways.

If you have your own reporting tools you might want to pull calling statistic from our systems and drop them into your own reports. These would then populate your reports to give you detailed timely information. 

Another use of the API is where clients have their own CRM and they want to capture call information along with a recording. This can be pulled into the leads file so all and up-to-date information is at your team’s fingertips. 

Other clients create landing pages to capture leads. When a form is completed online the lead is dropped directly into their Lead Management tool. Meaning leads can be worked on immediately, while they are still hot, and it does away with all the hassle associated with importing leads.