5 Must-Haves For Great Call Center Reporting

September, 2011

Call center managers should be armed with the crucial information that allows them to make the best business decisions. Here are 5 requirements for a call center reporting package that actually does the job.

Driving through a tunnel wearing sunglasses is not a good idea. Pretty obvious, isn’t it? It inhibits your ability to see what’s up ahead and react to road conditions, and makes it more likely that you will run into trouble.

Running a call center with poor reporting capability is very similar. It stops you from identifying trends, reacting to achieved targets or breached thresholds, and quickly responding to opportunities for improvement. Managers should be armed with the crucial information that allows them to make the best business decisions. But many performance management software packages just don’t deliver the right information, at the right time.

Here are 5 important requirements for a call center reporting package that actually does the job:

  1. All data ready to view
    The distinction between real-time and historical data is false, brought on mostly by technical limitations. Actually, real-time data becomes historical the moment it arrives, and users need to navigate through all data with no separation, being able to display a seamless mix of past and present. Quantity of data should not be an issue: the number of report users, number of agents or volume of archived history should have minimal impact on performance.
  2. Customization by non-programmers
    Every contact center environment (and even every project) is different, and every supervisor/ manager requires a particular set of data. In order to service a wide range of needs, every aspect of a performance measurement package should be customizable by the average user (not a programmer); for instance, setting and remembering a preferred layout, storing a list of frequently accessed reports, create new metrics (even data types) by relating and combining other data.
  3. Import from and export to other systems (e.g. CRM/ MIS)
    To see how contact metrics relate to other business intelligence, users need an integrated, holistic view from all corners of the enterprise, and across all media types, queues and locations.
  4. Interface – intuitive & easy-to-navigate
    Good reporting should take the pain out of finding what you are looking for. (The Google search engine is a great example.) It should enable you to dig, search and filter quickly and intuitively.
  5. Security – robust & comprehensive
    Joe, the average call center agent, probably should not have access to every detail of operation, but rather only certain queues, groups, campaigns or types of data. Fully customizable restrictions should be available to limit what each user can see.

Great call center reporting enables you to manage your business successfully by extracting maximum value from available resources. Anything less will almost certainly be costing you opportunities.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app