Monitor, Report, Manage
Call accounting and Reporting systems capture Call Detail Records (CDR) from phone systems to report on telecom usage, cost, and agent activity. The ability to track and monitor key performance indicators is critical to the success of any contact center. As multi-channel contact demands continue to rise, the need for strong historical and real time reporting capabilities is more important than ever.
Common Contact Center KPI’s
- Hold times
- Abandon rates
- Delay’s in queue
- Speed of answer
- Agent availability
- Web chat engagement
- Skill based utilization
- First call resolution
- Cost per call
Armed with historical and real-time information, your Contact Center Managers will have the opportunity to make short/long term staffing decisions as well as minute by minute management adjustments. An effective reporting strategy will identify performance gaps, improve service levels, and provide a mechanism for quality and cost control.
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Laketec Testimonial
Joe Little
General Manager
This level of reporting used to be reserved only for enterprise level contact centers. While we still excel with those customers, third party partners have made this such an easily deployed tool that many customers have taken advantage of it in the mid-market space as well.
More than anything, the customer support team is what makes this program tick for us though. Knowing that we can call, and get courteous and quick response to our needs is paramount. Being an inbound/outbound call center you come to rely on your partners almost as much as your customers, and DATEL makes this easy!
Brandon P.
Imperial Press Direct
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