Most contact centers rely heavily on performance metrics to gauge their operational efficiency and how well they are meeting both customer needs and company objectives. To address this need, Startel’s reports pull real-time data from the Contact Management Center (CMC), thereby providing users with deeper insights into their contact center’s performance. For example, from agent performance to client billing to call statistics, managers utilize Startel’s standard and custom reports to enhance staffing efficiency and service levels. With Startel Reporting Metrics, you can:
Unify Data for Complete View of your Contact Center’s Performance & Metrics
Startel provides its users with a complete and fully integrated solution. Consequently, Startel’s reports 7 metrics capture information from both the CMC and the telephony switch, seamlessly integrating the data. As a result, users can track, record, and report on every nuance of a call with ease!
Control Delivery Generation and Format
Metrics & reports are available in a comma-separated value (CSV) format, which therefore allows for easy import into a variety of programs, including Microsoft Excel and Crystal Reports. Additionally, reports can be set up on a predefined schedule—whether daily, weekly, or monthly—for automatic delivery to designated recipients.
Track Business Performance with Standard and Custom Reports & Metrics
Startel offers more than 35 pre-designed metrics that measure various aspects, including system performance, agent performance, schedule adherence, and call statistics such as hold time, talk time, and call abandonment. In addition, with the Startel Custom Reports package, you can create user-defined reports that display only the information most relevant to your organization. Thus, you can tailor the reporting to meet your specific needs.
Use the Metrics Dashboard for Real-Time Performance Monitoring
Track all aspects of your contact center, including service levels, workforce efficiency, and schedule adherence, using the Startel Dashboard. Specifically, our Dashboard is a stand-alone solution that offers a convenient and quick way to monitor all contact center activity. Moreover, you can view the status of calls by agent or by traffic in real-time, whether from your desktop or mobile device.
Rest Easy Knowing your Metrics and Reporting Vendor of Choice is ATSI “Certified”
Startel’s switch metrics are ATSI (Association of Teleservices International) Certified, thereby making Startel one of the few vendors to receive this rigorous certification in the contact center market. Specifically, nine metrics constitute ATSI’s Standards Performance Measurements. To meet these standards, Startel has integrated these measurements into their system.