Centralized Contact Center Reporting
WorkSpace will aggregate the data from each of your sites, systems and media buyers to create a single, centralized reporting function that paints a clear picture of your contact center and customer lifecycle performance.
Overview
- Vendor-to-vendor comparisons
- Measurement of overall performance against your service level agreements
- Projections based on current results with ability to compare forecast to plan
- Drill-down analysis for sites, vendors, campaigns, 800 numbers and programs
- Management of toll-free numbers and DNIS’s
- Automated Centralization of IVR, Switch and Disposition
Our business intelligence application will aggregate your disparate data points to create a consolidated view of your performance. We’ll integrate the call-by-call detail from your switch(es), your CRM applications and any other tools you’re using to gather performance data, and we’ll roll them up into one report based on one set of calculations to give you what we call “one version of the truth.” Only then can you fully understand your performance from one site to the next.
Sophisticated, yet highly functional business intelligence
WorkSpace’s reporting tool is integrated with our TFN management and call volume forecasting modules to provide a complete solution for monitoring and improving performance. The data is customizable by audience, which means we can generate reports that provide relevant information to client-side executives, site managers, suppliers and other stakeholders.
- Configure your own dashboard of real-time data, sliced into whatever views are important to you on a daily, weekly and monthly basis
- Provide different call centers with different views of the data, which makes it easy to spot areas of strength and weakness
- Linkage of TFNs to DNISs and results across vendors
- Identify market hotspots and maximize your ROI
The sooner you identify a trend, the sooner you can take action to address it, and WorkSpace is here to help. We will provide the analytics – combined with insights that come from years of experience – to make recommendations regarding how to quickly reverse trends and improve your metrics.
VendorCompare
If your contact center operations span multiple sites run by different vendors, you know the challenges of aligning their day-to-day performance with your business objectives. Some sites may be performing better than others and it can be difficult to pinpoint why. After all, they’re likely using a variety of disparate tools, systems and processes – and they may be reporting their performance using different metrics and methods. Collecting and collating the data is a time-consuming and error-prone process, with results that don’t often yield an “apples to apples” comparison.
How, then, do you achieve common goals and measure the performance of each vendor center in a consistent way? How can you gain a clear view of your call center operations in aggregate, so that you understand what’s working and what needs attention? To optimize the total performance of your call center operations, you need centralized reporting and analysis. WorkSpace provides it, with VendorCompare. It’s a state-of-the-art reporting tool that’s automatically built into the solutions we provide clients operating geographically dispersed call centers.
Standard reporting and analysisacross multiple vendors
- More than 50% reduction in the amount of time spent on data collection and report generation
- Reports are delivered sooner, allowing time to resolve volume and performance challenges long before they become problems
- Improved contact center service provider partnership
- Assured outsourced service quality and SLA compliance
- Ability to validate invoices and control service costs
- Meet all regulatory reporting requirements
- Standardized and automated management processes
- Services value is driven to meet business objectives
- Provided a system of record and key management tools essential to achieving maximum business value
