Call Reporting & Business Intelligence
Take control of communications, with real-time data capture, analysis and supervisory tools that put you firmly in the driving seat.
Stay ahead of the game in the busiest contact centre environment with live reports that track performance in the moment, helping you identify and respond to issues before they become problems.
Reduce customer wait times with the ability to move calls between queues or hunt groups, prioritise VIP callers, and bring ‘offline’ agents back online to tackle sudden spikes in traffic.
Big and bold, live wallboards provide an overview of call and agent activity. KPIs incentivise staff to hit targets. Identify spikes in call traffic and highlight unusual behaviour that might indicate fraud.
Understand how call analytics can inform management about service levels, resource needs and trends and enable staff to manage their time more effectively.
Co-manage your team’s availability and productivity, with agents able to log their activity – on a call, call follow-up, in a meeting, on a break – and supervisors able to bring agents on line if things get busy.
Assist staff to ensure high quality of service and a satisfactory problem resolution. Supervisors can listen into live calls and ‘whisper’ advice that only the agent can hear, or ‘intrude’ if necessary.
Recover missed business opportunities with reports that capture ‘lost’ call details, so you can phone customers back now, and allocate adequate staffing provision for the future.
Capture the metrics that matter shown against your KPIs on-screen. Live reporting identifies transfers between auto-response and real people to ensure your key statistics are 100% accurate.
Forecast growth and fine-tune staff scheduling and extension allocation with a wide range of in-depth reports that monitor daily, weekly and yearly progress.
Because one size doesn’t fit all, we offer two call reporting platforms with a range of capabilities. Need some help? Get in touch.
A sophisticated contact centre management tool for advanced business applications. Evolve is ideal for businesses looking to optimise customer experience through live dashboards and wallboards, interactive queue management and advanced performance analytics.
“We looked at a lot of call reporting solutions, but Oak stood head and shoulders above the rest; it changed the game when it came to identifying our business needs.”
Dr Peter Fink, Maples Medical Centre
“The Oak wallboard is an excellent employee motivational tool: It gives the sales team a sense of both achievement and responsibility as they self-monitor their own performance.”
Alex Souter, Head of Sales & Customer Service, Gardiner Bros
“We use call reporting to understand when the team on reception need additional phone support, which in turn means we can answer more calls more quickly and provide better care for patients even during busy periods.”
Julie Wade, Practice Manager, Betts Avenue Medical Centre
Nov 14 20188 reasons why call analytics should be top of your Christmas list
Jul 20 20175 ways that call reporting is transforming contact centres
Jan 26 2017Oak Evolve Now Rated Avaya Compliant
Aug 13 2015Evolve Solution for Contact Centres Wins 2015 Comms Business Award