Companies have spent a lot of money on maintaining call centers to ensure their customers get anywhere at any time, and thus, monitoring the maximum use of their resources is crucial. These resources include human resources and other infrastructure, including telecom via PTCL call packages.
How Telecom companies lose their opportunities :
Companies lose a lot of opportunities when they can’t meet their customers on time. More than 64% of complaints about any company are about not contacting the company’s service centers or call centers. As a result, when a client’s service goal is not met, all of the company’s investment is in vain.
In tandem with telecom service providers, innovative solutions have been developed by IT companies to effectively monitor the performance of call centers by capturing incoming traffic data. Collective capabilities with telecom systems in the call center make it possible to track call traffic, average, minimum cost per call, unexpected calls, productivity analysis and overall investment ROI for companies.
Based on such data, customized information is generated by call center reporting software to provide insights to top-level management to make effective business decisions. Such reporting modules are also an integral part of call center monitoring software.
According to the CEO of an FMCG company call center, “Working on drop calls has helped us achieve 18% new business. It has only helped us improve the user experience.” Not only did it help, it also helped to get recommendations. Our product portfolio. ”
As a result, call center reporting software has become more insightful and powerful in dealing with large amounts of data (big data). It integrates with telesystems installed by infrastructure providers, such as ACE, BroadSoft, etc. Based on preliminary data collected by such systems, better reporting is provided regionally or for its client partners. Branch-wise and advanced searches for data based on multiple fields / parameters to calculate KPIs and productivity of different branches.
Increased reporting through its Bespoke reporting has helped companies to regularly measure and permanently improve call performance and help companies provide accurate internal and external call reports to their call centers.
