Examples of records

        Quality of provided services is one of the most important parameters of our work evaluation. We fully understand, how important it is to provide adequate quality of servicing clients of our partners. One of the core elements and in the same time mostly effective and transparent instrument of control is call center statistics. Depending on your needs we are ready to provide you statistics online or on scheduled basis.

Types of statistics we provide:

  -   Basic statistics on main parameters of call center activity such as Service Level, Effectiveness, Abandon Rate, Served before/after, waiting time etc. Basic statistics includes information about each call, time, duration, topic, result, also information gathered during conversation ( for example. Questioner ) etc. Regularly report is provided in Excel format but can be changed to any convenient one.

  -   Analytical statistics on call served by Adelina Call Center. Includes all elements of basic statistics, but is provided in form of visual graphs and diagrams, in case of need can show correlation between different parameters. Regularly provided in Excel format.

  -   Analytical statistics in Power Point includes all elements of previous statistic type, composed in presentation format, which is easy to use inside your company. Each graph will be commented additionally based on data analyzing.  

  -   Online statistics on quantity parameters of Adelina Call Center work. All parameters of call center activity will be available for you over web interface which can be accessed from any point using log in and password.

  -   Online voice recordings. Option allows you listening every call served by call center. Web interface has convenient navigation and search module, so you can arrange and search calls by date , time, agent name, phone number etc.

  -   SPSS report is convenient for further work and analysis of huge data bases by your own personnel.