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Reporting

Startel’s Real-Time Reporting

Startel Real-Time Reporting

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’s Real-Time Reporting, you can:

UNIFY DATA FOR A COMPLETE VIEW OF CONTACT CENTER 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 & FORMAT

Reports are available in 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.

dvsAnalytics’ Reporting & Analytics

analytics

Startel is a proud reseller of dvsAnalytics’ Encore™ Suite, which includes Call & Screen Recording, Quality Management and Reporting & Analytics. Encore Reporting & Analytics consolidates data from recordings, the phone switch, desktop applications and optional analytics engines to identify coaching opportunities, best practices, process improvements and business intelligence. It helps you turn raw information into knowledge with which your company can improve its operations, enhance what’s working, and change what isn’t.

With Encore Reporting & Analytics, you can:

CAPTURE RELEVANT, DETAILED INFORMATION FOR 360° REVIEW

Encore reports provide call statistics, performance tracking, evaluator productivity, eCoaching results, and much more. Reports also include links that, when clicked, offer more detailed data, helping you drill-down to view critical information.

ADD CUSTOMER DATA TO RECORDINGS FOR GREATER INTELLIGENCE

Using Encore’s eCapture tool, data such as customer ID, patient number, and support ticket number can be extracted from desktop applications, such as a CRM system, and stored in call recording files. Recordings can then be searched by this additional data, helping you to easily pinpoint or evaluate specific interactions, such as all sales calls, all order cancellations, all up-sells, etc.

LINK RELATED CALLS TO APPROPRIATE CLIENT FOR QUICK RETRIEVAL

In addition to locating specific customer conversations, this capability allows you to gather all calls related to a specific customer account. This can be particularly helpful when related calls need to be linked together for compliance audits, fraud alerts, resolution disputes, and 911 emergency response reviews.

SCHEDULE REPORTS FOR AUTOMATIC DELIVERY

Many reports are generated on a schedule – daily, weekly, monthly, quarterly, etc. Encore offers you the option of scheduling reports to be automatically generated with data you need, and delivered to you via email or saved to an online file sharing location. Designed to save time, Encore report scheduling is reliable and consistent.

TRACK BUSINESS PERFORMANCE WITH STANDARD & CUSTOM REPORTS

Encore provides a standard library of reports designed to help improve the performance of your contact center. You may also design customized reports using Microsoft Reporting Services. Encore reports can be easily converted to other formats including PDF, Excel, or Word.

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