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Our difference is our
Reporting
A key benefit of IRT's call center technology environment is IRT's ability to provide comprehensive reports. Every action taken by the representative is recorded in the Oracle database and is logged at both the workstation and server level. This versatile database allows for quick and flexible report customization. We have the ability to combine ACD information with information captured by agents using the transaction in order to give a complete picture of activity, customer wants and needs as well as other marketing or demographic information.
We provide:
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- Automated report production and delivery eliminating potential data entry errors and ensuring timely delivery
- Transaction reporting down to mouse-click level
- Report design customization
- Measurement categories and fields determined by you
- Format includes Crystal, Excel and HTML
- Delivery method includes email, FTP site and mobile devices
- Delivery intervals based on your needs
- Prompt handling of ad hoc queries and report changes
- Our Business Intelligence Team designs, generates and analyzes trend and results reports
- Combined transaction and ACD reporting
- Individual agent reporting
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