Call Performance Reporting
Unlock Clear Insights into User Productivity In Your Customer Facing Teams.
Our platform provides comprehensive call performance reporting, offering insights into both live and historical data. Understand user productivity, balance workloads, and identify top-performing practices to replicate success across your team. With real-time updates and detailed analysis, our solution helps your contact centre operate more efficiently and effectively.
Analytics 365 Is Trusted By Businesses Worldwide
How Analytics 365 Works
Our powerful analytics tool offers extensive filtering options and multiple views, providing a comprehensive look at how your customer-facing team is performing. Customize your dashboard to highlight the metrics that matter most to you, ensuring you have the insights needed to make informed decisions and optimize operations. Additionally, you can quickly create, share, and project wallboards to provide a clear snapshot of key performance metrics. This feature allows for real-time visibility, helping your team stay informed and responsive, enhancing overall efficiency and customer satisfaction.
Customer Facing Teams Are Using Analytics 365 To…
Use Live and Historical Data to Drive Insight
Monitor user performance in your customer facing teams with ease. Get real-time insights directly to your dashboards, allowing you to track live performance metrics. Additionally, access historical performance data to conduct comprehensive reviews, identify trends over time and investigate any complaints.
Optimize User Productivity
Gain a comprehensive understanding of call performance in your team. Monitor specific areas such as the number of calls handled, average call duration, and call wait times. Use our dashboard to analyze the performance of individual users or evaluate the effectiveness of entire teams. This can help to balance workloads effectively to ensure optimal task distribution.
Improve Call Handling Efficiency
Assess the efficiency of your call handling processes by analyzing metrics such as total calls, total answered calls, and average wait times. Use these insights to identify bottlenecks and streamline your call processes. By analyzing detailed call data, you can implement targeted improvements and training programs to enhance efficiency. This allows your team to handle calls more quickly and effectively, reducing wait times and boosting customer satisfaction.
Identify and Replicate Best Practices for Call Performance
Understand the habits and traits of your best performers by monitoring their activities and detailed call data. Use these insights to identify the most effective practices and processes. Develop targeted training programs to replicate these best practices across your team. By implementing proven strategies, you can optimize call handling, enhance customer satisfaction, and maintain high levels of service quality and efficiency.
Get Real-Time User Availability Updates
Stay informed with real-time monitoring of your teams status. Instantly view who is available, on a call, or in a meeting, allowing you to manage more effectively. Access live data to make quick, informed decisions, ensuring that your team operates smoothly and efficiently. This real-time visibility helps you address issues promptly, optimize resource allocation, and maintain high levels of productivity and service quality.
Setting Up Analytics 365 Is As Easy As 1, 2, 3
Who Should Be Using Our Call Analytics Tool?
Our solution is tailored for a variety of business units and roles, including:
- Sales Teams: Track call performance, identify successful strategies, and optimize sales processes to exceed targets.
- Customer Support Centers: Monitor call metrics, reduce response times, and enhance the overall customer experience.
- Help Desks: Improve first-call resolution rates and streamline support operations with actionable insights.
- Retail Customer Service Departments: Analyze customer interactions to refine service delivery and enhance in-store experiences.
- Healthcare Support Teams: Ensure efficient communication and improve patient satisfaction by analyzing call data.
- IT and Communications Support: Optimize technical support with real-time analytics, reducing downtime and improving user satisfaction.
- Financial Services Call Centers: Maintain compliance, monitor call quality, and deliver superior customer service in a highly regulated environment.
- Utility Services Support: Manage high call volumes efficiently, improving customer satisfaction through timely and effective communication.
Our call analytics tool is not just a software—it’s a strategic asset for leaders who are serious about optimizing their team’s performance and achieving measurable business outcomes. With deep integration into Microsoft Teams, this tool empowers your organization with the data-driven insights needed to stay ahead in a competitive landscape.
