The Connection provides electronic daily, weekly, monthly and quarterly reports that are available outlining performance against metrics, costs, cost savings, quarterly highlights, etc. In addition, we have extensive call center reporting with coding/tracking to five levels. Because our Aspect ACD captures all information available from each inbound call, we can provide any or all of this information to you in customized reports. Our standard reports contain daily calls per hour, average call length, abandon rate, media sources, sales orders, inventory, etc.
The Aspect ACD telephone switch provides full call detail reports including:
- Calls Received
- Calls Handled
- Calls Abandoned
- Abandon Percentage
- Average Abandon Times
- Average Talk Time
- Average Speed of Answer
- Service Levels Within 20 Seconds
- Total Talk Time Minute by Toll Free Number
- Account Codes (Breakdown of Each Client’s Calls)
Basically any reporting format or call detail is available. In addition, we have the ability to provide you with real-time statistics from our ACD pertaining to your call activity.
Because our Aspect ACD captures all information available from each inbound call, we can provide any or all of this information to you in customized reports. Customized reports are set up by our programming staff. We can develop custom reports in as short as a couple of hours, to as long as a few days depending upon the complexity of the reports and the programming required.