Call Reporting

Call Reporting

Most contact centres depend heavily on performance metrics to measure how efficiently they are operating and how well they are meeting the customers’ needs and the company’s objectives.

First Contact's reports pull real-time data from the Contact Management Centre (CMC) to provide users with greater insight into the performance of their contact centre. 

Our reporting can help to:

UNIFY DATA FOR COMPLETE VIEW OF OUR CONTACT CENTRE’S PERFORMANCE

First Contact’s reports capture information from the CMC and telephony switch and marry the data, allowing us to track, record and report on every nuance of a call!

CONTROL DELIVERY GENERATION AND FORMAT

Reports are available in a comma-separated value (CSV) format and can be easily imported to a variety of programs, including Microsoft Excel and Crystal Reports. In addition, reports can be set up on a predefined schedule (daily, weekly, monthly) for automatic delivery to designated recipients.

TRACK PERFORMANCE WITH STANDARD & CUSTOM REPORTS

Our systems offer more than 35 canned reports that measure system performance, agent performance, schedule adherence and call statistics, such as hold time, talk time, call abandonment, etc. Using the Custom Reports, we can create user-defined reports that displays only the information your organisation needs.

back to top

Contact Centre News

Contact Centre News
  • Holiday Changes?
    Holiday Changes?

    Are you closing up over the holiday period? Changing hours? Running on skeleton staff? Do you need changes made to how we normally answer your calls? Maybe you're not a current customer, but are looking for someone to manage your calls while you take a well-deserved break?

    Whatever your requirements are, First Contact can help!

    Read More
  • How do you choose an outsource call centre?
    How do you choose an outsource call centre?

    Each business is different. What works for one, might not work for another. There's so many horror stories about call centres; excessive hold times, agents not understanding customers needs or not answering calls at all! How do you decide that a call centre is the right option for your business?

    Read More
  • Contact centre metrics: What's really important?
    Contact centre metrics: What's really important?

    What are the different contact centre metrics that can be used, and how do you establish which are most important for your organisation?

    Performance measurements in contact centres will vary from business to business; there’s no right or wrong way to measure performance. There isn’t a fixed set of metrics through which to evaluate a centre. One size doesn’t fit all.

    Read More