Call Center Reporting

Contact centers are flooded with data. Often, call center statistics are difficult to keep track of and even more challenging to use effectively. That's where Inova Solutions comes in. We make it easy to instantly communicate your most important call center metrics to agents and executives. We empower your workforce with the real-time call center statistics they need to do their jobs more effectively.

Awareness

Inova's call center reporting solutions gather operational data from your various systems or locations, and filter it down to just your most important call center statistics. Then, these call center metrics are presented to the people who can act on them. Our solutions use a variety of visual display technologies to communicate your call center metrics – from a call center dashboard to a call center wallboard to call center digital signage.

Inova collects information from the systems you already have in place, such as ACDs or workforce management systems. Our call center reporting includes data from multiple systems and sites, giving you a unified view of your call center statistics.

Action

In addition to monitoring your important call center metrics, our solutions let you define an acceptable value for each metric. If performance for one of your call center statistics falls outside of your predefined range, alerts automatically call attention to the issue. This allows you to respond quickly to changing call center metrics such as a drop in service level or spike in abandoned calls. This enables your team to address and correct issues before they become costly problems. Alerts are further enhanced by advanced call center reporting capabilities that help you quickly convey important information, provide instruction or reinforce training.

Results

By creating an environment of real-time situational awareness that drives the appropriate actions, Inova’s call center reporting helps companies dramatically improve their response time to the daily ups and downs of the call center. Typical results include:

• Increased workforce productivity
• Enhanced customer service
• Reduced operating costs
• Improved operational stability

Inova Solutions' customers have significantly increased their ability to handle calls without additional staffing, dramatically reduced abandon rates, increased service levels and more. See additional results and read what our customers have to say.