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Data Management and
Analysis Software

Up to the minute information
about the status of queues
and performance.

Managing your data and understanding performance is key to driving success in a call centre environment. To support you with this our predictive dialling technology can provide you with a host of reports and analytics to inform your decision making and to help you manage your teams effectively. 
For example:

Real-time Statistics & Wall Board: This is a graphical wall board application which is designed to be displayed on large screens but can also be tailored to a variety of other smaller screens. This provides your teams, supervisors and managers with instant, up to the minute information about the status of queues and performance. The information is displayed in a colourful way via bespoke interfaces to be both engaging and eye-catching so that people take notice.

Historical reports: These reports will allow you to examine historical information about performance so that you can compare to current activity and make better informed decisions.

With both real-time and historical reports you are able to monitor your call centre performance at a high level or drill down into specific criteria so that you can manage at a micro level.

“How you gather, manage and use information will
determine whether you win or loose”
- Bill Gates

Increasing Campaign Effectiveness

The wealth of data that you can obtain can range from the effectiveness of an individual agent’s performance to the overall efficiency and final results of a contact campaign. The data available will give you the ability to make decisions that drive strategies and improve results. For example, it will enable you to:

Identify areas for
improvement
Compare performance KPIs
to industry benchmarks
Determine productivities
and set headcounts
Flow Chart Image Monitor performance
and review results
Set objectives and
create action plans
Improve dialler and
call routing efficiencies
Formulate best
practice

The reporting and analytics available to you will enable you to be strategic, plan for the future and give you the facility to implement tactical plans to get the results you are aiming to achieve.

Using our range of reports and analytics effectively will help you to get the best out of your operation by detailing data utilisation and dialler performance. This will help you to forge best practice going forward and make decisions that will drive profits and cost efficiencies for your business.