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What gets measured, Gets managed.
With latest technology and Omni channel customer support capability we are serving businesses with high intentions, sincere efforts, intelligent directions and skillful executions.
What gets measured, Gets managed.
With latest technology and Omni channel customer support capability we are serving businesses with high intentions, sincere efforts, intelligent directions and skillful executions.
Call Center
Closed Loop Reporting
When we connect sales data with marketing efforts we come to know some really interesting facts like which sales opportunities were missed because you did not know your customers’ needs, which one of your marketing efforts is producing more results and most important which part of your marketing efforts went wrong.
Our closed loop reporting metrics enhance your customer experience, increase cross sell and upsell conversions and reduce customer attrition rates.
Closed Loop Reporting
When we connect sales data with marketing efforts we come to know some really interesting facts like which sales opportunities were missed because you did not know your customers’ needs, which one of your marketing efforts is producing more results and most important which part of your marketing efforts went wrong.
Our closed loop reporting metrics enhance your customer experience, increase cross sell and upsell conversions and reduce customer attrition rates.
Conventional Call Center Metrics
Under this type of reporting we consider customer satisfaction, first contact resolution, quality scores, service level, employee satisfaction, customer effort score, adherence, net promoter score, missed opportunities and quality score of a team.
Through traditional metrics we can track opportunities of productivity and efficiency gains of every team working for you.
Conventional Call Center Metrics
Under this type of reporting we consider customer satisfaction, first contact resolution, quality scores, service level, employee satisfaction, customer effort score, adherence, net promoter score, missed opportunities and quality score of a team.
Through traditional metrics we can track opportunities of productivity and efficiency gains of every team working for you.
Outcome Based Reporting
Every business has some strategic goals and targets that can be higher number of sales, business values, product awareness, customer retention rates and creating competitive difference. We consider this as a mandatory report because of its direct relation with business growth and success.
Whatever outcome you are expecting from us, we define its initial, intermediate and final success metrics. Through analyzing these metrics, you are actually seeing our progress towards your project’s outcome.
Outcome Based Reporting
Every business has some strategic goals and targets that can be higher number of sales, business values, product awareness, customer retention rates and creating competitive difference. We consider this as a mandatory report because of its direct relation with business growth and success.
Whatever outcome you are expecting from us, we define its initial, intermediate and final success metrics. Through analyzing these metrics, you are actually seeing our progress towards your project’s outcome.
Campaign based reporting
You may have sent out a bulk email to your potential or existing customers, started a promotional campaign for a specific product, attended an event where you introduced your products and services, or spent a lot of budget on mass media and willing to look at its success metrics.
We can create customized reports and provide you information about how successful your marketing efforts are and how to align your marketing messages according to your customer needs.
Campaign based reporting
You may have sent out a bulk email to your potential or existing customers, started a promotional campaign for a specific product, attended an event where you introduced your products and services, or spent a lot of budget on mass media and willing to look at its success metrics.
We can create customized reports and provide you information about how successful your marketing efforts are and how to align your marketing messages according to your customer needs.
Service level reporting
This type of reporting answer questions like, are customers receiving the level of services they are expecting against any of your specific offer or promotional campaign?
Macro metrics include customer request volumes, operator activity, team efficiency, churn prevention and product development. Micro metrics include open cases, service activities, resolutions, time to resolution, first response time, backlogs, churn rate, actionable customer feedback, market research and surveys.
Service level reporting
This type of reporting answer questions like, are customers receiving the level of services they are expecting against any of your specific offer or promotional campaign?
Macro metrics include customer request volumes, operator activity, team efficiency, churn prevention and product development. Micro metrics include open cases, service activities, resolutions, time to resolution, first response time, backlogs, churn rate, actionable customer feedback, market research and surveys.
Quality check and assurance reporting
Quality in a call center is synonymous with customer satisfaction that’s why metrics of this type of reporting revolves around customer happiness.
Our macro metrics include call benchmarks, efficiency benchmarks, people excellence benchmarks and service benchmarks. If we dive deep then you will get micro metrics like service level, response times, call abandoned rates, inbound request volumes, fatal errors and accuracy scores, average handle time and after call work, adherence scores and customer happiness scores.
Quality check and assurance reporting
Quality in a call center is synonymous with customer satisfaction that’s why metrics of this type of reporting revolves around customer happiness.
Our macro metrics include call benchmarks, efficiency benchmarks, people excellence benchmarks and service benchmarks. If we dive deep then you will get micro metrics like service level, response times, call abandoned rates, inbound request volumes, fatal errors and accuracy scores, average handle time and after call work, adherence scores and customer happiness scores.
Benchmark Performance Reporting
You really want to know how our teams are meeting your expectations. Don’t you? We not only care for your service benchmarks but also go beyond than that.
We create our own customer service benchmarks and meanwhile grasp the data on your industry’s customer service standards. We help you mark your competitive difference and resonate like pro.
Benchmark Performance Reporting
You really want to know how our teams are meeting your expectations. Don’t you? We not only care for your service benchmarks but also go beyond than that.
We create our own customer service benchmarks and meanwhile grasp the data on your industry’s customer service standards. We help you mark your competitive difference and resonate like pro.
Prospects List Utilization Reporting
Your prospects are your potential customers and you may have large lists of them.
When we call them and mature, we do that in a style and deliver reports with metrics like how many attempts were made to engage with a single prospect, how many of them answered, how many were converted in to opportunities, how many opportunities converted in to sales, how many of them are dead leads and how many of them are in sent in to nurturing funnel.
Prospects List Utilization Reporting
Your prospects are your potential customers and you may have large lists of them.
When we call them and mature, we do that in a style and deliver reports with metrics like how many attempts were made to engage with a single prospect, how many of them answered, how many were converted in to opportunities, how many opportunities converted in to sales, how many of them are dead leads and how many of them are in sent in to nurturing funnel.