Call Center Analytics
Delivering useful, timely information about IVR caller activity is critical to measuring and improving contact automation quality and effectiveness. The call center statistics and analytics CSI provides are vital for managing the IVR and the contact center on a day-to-day basis.
Following, are some highlights of the robust reporting capabilities available to our clients. These reports are only samples of the range of data available. CSI works closely with our clients to produce customer reports to meet their specific needs. CSI utilizes various tools to maintain up-to-the-minute, detailed information about the status of our platform and the applications we provide for our clients.
Application Reporting
The Contact Solutions hosting platform provides a wide range of information about the nature and volume of the calls processed by the applications, including, but not limited to:
- incoming/outgoing calling/called party numbers
- date/time stamps
- call duration
- options taken by the caller
- call volume
- client and/or network resource utilization
- call transfer status
- features utilized
Custom fields are available to report application events based on specific client requirements. As an example, the client may want to know how many callers responded to an IVR prompt to indicate that they are interested in a certain product. Valuable consumer demographic and customer response information can be gathered through the IVR and reported in great detail so the client can make well informed business decisions.
CSI's efforts to improve contact center operations do not stop when the application is launched. The information gathered from our business intelligence tools is used to continuously improve the customer experience and self-service capabilities of the applications. CSI works closely with the ACS contact center operations staff to identify opportunities to optimize the IVR script to maximize automation and reduce costs.
Analyze and Optimize
We work closely with you to analyze caller information and identify opportunities to optimize the IVR application's performance to reduce live agent call traffic, increase automated call completion rates and even minimize the number of minutes that callers spend in the IVR application.
Advanced Reporting
Track critical business data in real-time with advanced business intelligence that provides insight into your customers and their needs.
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