Why is having historical information important?
Historical information can allow you to track trends that are important in your circumstances. Maybe you are taking calls and the volume is effected by:
- Weather - motor vehicle insurance claims
- Temperature – soft drink deliveries requests to stores
- Day of week – calls relating to hospital emergency services
- Advertisement – additional calls after a full page ad in the local newspaper or TV campaign
- Or many other factors or groups of factors
Flexibility and Simplicity
Two of the keys elements to a great Call Center reporting system are Flexibility and Simplicity of operation. Espera Reporter comes with standard reports as well as user defined reports. Sometimes reports not only provide answers but they also generate questions. “Why is the waiting time much higher this week to last week”. This can often be answered by re-running the report with additional fields included. Espera allows you to simply drag and drop additional fields into any report in order to clarify the questions raised. Flexible outputs and Simple operation.
Automated reports to your Device
Espera reporter will deliver you requested reports on time to the location you nominate. You could for example have them emailed to your PC, Smartphone or Tablet with a straight forward summary report every day, a more detailed report end week and the number of reports for each end of month. You decide what you want and you also always have ad hoc reports as required.
Often “others” also need some reports, e.g. wrap-up reports are often required by the sales department. You can nominate which reports go to which sections of the organization all automatically delivered by email.