Reporting
Advanced Reporting Solutions
At ARC Pointe Call Center, we understand the importance of data in managing and optimizing your business operations. From the onset of your account implementation, we perform an in- depth assessment of your reporting needs, aligning our services with your specific operational goals. We establish key performance indicators and craft a reporting solution tailored to your requirements, ensuring you receive timely and accurate performance analysis data.
Custom Reporting
Recognizing the unique needs of each client, ARC Pointe offers custom reports. Whether you have specific requirements that standard reports cannot meet, or you need specialized data analysis, we are equipped to develop customized reports that provide the insights you need to succeed.
Metrics Monitored
Our approach includes detailed tracking of various metrics to provide a comprehensive view of your service performance:
- Service Levels: Monitoring overall service efficiency.
- Calls Offered and Calls Answered: Insights into call volume and response rates.
- Abandoned Percentage and Types of Abandons: Analysis of call abandonment to enhance call handling strategies.
- Average and Total Queue, Talk, Wrap, and Handle Times: Detailed timing metrics to optimize agent performance.
Each statistic is meticulously recorded for every individual call and averaged over pre-set intervals throughout the day. You’ll have access to end-of-day summary reports and real-time updates up to the last interval.
Delivery of Reports
We deliver reports at intervals that best suit each client’s unique needs. All reports are readily accessible through a secure portal, allowing you to check the statistical success of your account at any time between scheduled report deliveries.
Our comprehensive reporting solutions, tailored to meet the unique demands of your business, ensure that you are always informed and ready to make data-driven decisions. Let us help you optimize your performance and enhance your strategic outcomes. Reach out today to discover how our expert services can transform your data into actionable intelligence.
