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The full range of ACD reports will be available by default. If any more reports are required, these could be developed in-house and to be made available. |
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Tele-service Factor by day report (% age of calls answered within set parameters) |
This will indicate whether adequate no. of Agents are being allocated for a particular application and whether there is a uniform performance throughout the day irrespective of peaks & lows. The analysis will determine the exact number of Agents required for any application. |
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Average speed of answer by day report |
This will gives an idea if the calls are being answered within the laid Service Level Agreements. |
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Agent wise Daily & Weekly performance reports |
As the heading mentions it will determine the productivity of the Agent and will give an idea about the quality of staff handling their applications. |
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Daily & Weekly Service level reports broken-up into ½ hour intervals |
These will reflect the consistency of the services irrespective of call volumes, peaks and lows. |
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Separate Service level reports for different applications |
Service levels can be monitored individually for the various applications handled. |
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Abandoned Calls report |
This report on a daily, weekly or monthly basis will show how many customers hung up after calling into contact centre due to the lack of prompt response. The time after which the calls were abandoned will also be reflected. This will help in determining optimum staffing. |
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Blocked Calls reports |
This report will reflect the number of calls that were put on hold before a CCE answered them and this report will also help in determining optimum staffing. |
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Daily, Weekly & Monthly Call Volume reports |
These reports will give the actual, cumulative talk time by the day, week or month and will indicate the utility of the staff and other resources and will also aid in billing purposes. |
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Apart from these reports, any other reports that may want can be developed in-house and submitted at intervals by Our Gurgaon Call Centre GSLthrough its partner contact centre. |
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Monitoring of Services |
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Audit Options |
On-line audit |
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The Team Leaders will monitor more than 5% of all live conversations |
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Customer operations staff will be offered the ability to monitor live calls. |
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Off-line audit |
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Calls will be recorded as per customer requirement. The recordings will be available for Customer to listen to at any point in time. |
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A Customer Satisfaction Monitor will be done on a quarterly basis by a reputed Market Research Agency to track our service standards. This would be a comprehensive survey and the results will be made available to Customer. |
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If Customer wants to conduct a separate CSM study then they will be provided with the relevant information of their Customers. |
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