Reporting
Single Centralized Reports
CXO will aggregate the data from each of your sites, systems and media buyers to create a single, centralized reporting function that paints a clear picture of your call center and customer lifecycle performance.
Overview
- Vendor-to-vendor comparisons
- Measurement of overall performance against your service level agreements
- Projections based on current results with ability to compare forecast to plan
- Drill-down analysis for sites, vendors, campaigns, 800 numbers and programs
- Management of toll-free numbers and DNIS’s
- Automated Centralization of IVR, Switch and Disposition
Our business intelligence application will aggregate your disparate data points to create a consolidated view of your performance. We’ll integrate the call-by-call detail from your switch(es), your CRM applications and any other tools you’re using to gather performance data, and we’ll roll them up into one report based on one set of calculations to give you what we call “one version of the truth.” Only then can you fully understand your performance from one site to the next.
Sophisticated, yet highly functional business intelligence
CXO’s reporting tool is integrated with our CFM management and call volume forecasting modules to provide a complete solution for monitoring and improving performance. The data is customizable by audience, which means we can generate reports that provide relevant information to client-side executives, site managers, suppliers and other stakeholders.
- Configure your own dashboard of real-time data, sliced into whatever views are important to you on a daily, weekly and monthly basis
- Provide different call centers with different views of the data, which makes it easy to spot areas of strength and weakness
- Linkage of TFNs to DNISs and results across vendors
- Identify market hotspots and maximize your ROI
The sooner you identify a trend, the sooner you can take action to address it, and CXO is here to help. We will provide the analytics – combined with insights that come from years of experience – to make recommendations regarding how to quickly reverse trends and improve your metrics.