Most contact centers depend heavily on performance metrics to measure how efficiently they are operating and how well they are meeting the customers’ needs and the company’s objectives. Startel’s reports pull real-time data from the Contact Management Center (CMC) to provide users with greater insight into the performance of their contact center. From agent performance to client billing to call statistics, managers depend on Startel’s standard and custom reports to better manage staffing efficiency and service levels.
With Startel Reporting you can:
UNIFY DATA FOR COMPLETE VIEW OF YOUR CONTACT CENTER’S PERFORMANCE
Startel provides its users with a complete and fully integrated solution. As a result, Startel’s reports capture information from the CMC and telephony switch and marry the data, allowing users to track, record and report on every nuance of a call!
CONTROL DELIVERY GENERATION AND FORMAT
Reports are available in a comma-separated value (CSV) format and can be easily imported to a variety of programs, including Microsoft Excel and Crystal Reports. In addition, reports can be set up on a predefined schedule (daily, weekly, monthly) for automatic delivery to designated recipients.
TRACK BUSINESS PERFORMANCE WITH STANDARD & CUSTOM REPORTS
Startel offers more than 35 canned reports that measure system performance, agent performance, schedule adherence and call statistics, such as hold time, talk time, call abandonment, etc. Using the Startel Custom Reports package, you can create user-defined reports that displays only the information your organization cares about.
USE THE DASHBOARD FOR REAL-TIME PERFORMANCE MONITORING
Track all aspects of your contact center, including service levels, workforce efficiency, and schedule adherence, with the Startel Dashboard. Our Dashboard is a stand-alone solution that provides a convenient and quick way to monitor all contact center activity. You can view the status of calls by agent or by traffic in real-time right from your desktop or mobile device.
REST EASY KNOWING YOUR VENDOR OF CHOICE IS ATSI “CERTIFIED”
Startel’s switch statistics are ATSI (Association of Teleservices International) Certified, making Startel one of a few vendors to receive this rigorous certification in the contact center market. Nine metrics make up ATSI’s Standards Performance Measurements and in order to facilitate these standards, Startel integrated these measurements into their system.