Reporting and Monitoring
The Broad-Connect Call Center supports the reporting needs of any size environment, ranging from basic agent and queue performance statistics via the Web Portal and daily emailed reports, to advanced on-demand reports and real-time monitoring of Call Center Agents and Queues using the desktop clients.
Customers that previously had no access to incoming call details can now forecast staffing requirements to meet anticipated call volumes, and formal call centers can maximize customer satisfaction using reports that allow them to effectively manage their agents and monitor Key Performance Indicators (KPIs) for their queues.
Account Codes - Account Codes is a method of tracking calls by dialed code and is the perfect solution for call centres dealing with high volume traffic. Broad-Connect's account codes enable you to accurately track employee name, employee number, client name, and project number that come with every call. Call centres that regularly handle large call volumes can encounter, on occasion, chargeback and fraud situations and having a competent Account Code system can help you shed light in this area.