Reporting & Analytics
More effectively measure and analyze business metrics using advanced reporting and analytics
facilitate real-time change and actionable insight
The standard reporting suite handles core call center, support, and sales metrics alongside client leadership to develop any custom reporting
Increase transparency of your business using custom reporting
Identify opportunities to increase business efficiency using custom analytics
Our reporting and analytics suite is highly adaptive and has consistently been a highlight of our call center infrastructure. Meticulous custom reporting delivers detailed information regarding business performance, and data-driven analytics provides actionable reports to identify trends in the target data, customer profiles, efficiency metrics and results in achievement.
Utilize Reporting and Analytics to track staffing adherence and attendance, sales metrics, key performance indicators, quality assurance, and standard campaign-level metrics. Understand a wide range of business metrics to augment your business around your strengths and improve your weaknesses.
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Custom Reporting Suite
All reporting is developed using redundant, relational database management systems with the custom web, email, and Excel XML integrations to enable fully automated execution and delivery of daily reports. Mass Markets’ professional custom reporting suite is augmented by online real-time reporting, HTML-based reporting, and dynamic Excel templates. As a result, our performance management team and clients have access to actionable numerical and anecdotal insight in the following areas:
- Staffing adherence and attendance
- Intra-day sales and goal attainment
- Key performance indicators by list, campaign, target customer vertical, agent group and site
- Quality Assurance reporting by agent, site, team, and specifically targeted behavior
- All standard campaign-level metrics – Dials, contacts, sales, hours, talk time, handle time, etc.
Fully utilize the Reporting & Analytics Suite by tapping into your data like never before. Mass Markets has developed pioneering reporting and analytics tools which provide transparency and operational awareness which ensures deeper insight and increased transparency into your business.