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.

Data-Driven Analytics

Mass Markets facilitates the collection, management, and analysis of data generated through standard business practices in order to better utilize the resources available within your space. Our experienced executives analyze reports to identify trends in the target data, customer profiles, efficiency metrics and results in achievement. This deep insight provides our clients with actionable steps towards greater success and clarity in regard to future business direction and decision-making.

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.

SPECIALIZED B2B & B2C SOLUTIONS

B2B
SOLUTIONS

Learn how our B2B solutions help businesses cost-effectively support high-value interactions.

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B2C
SOLUTIONS

Find out how our B2C solutions help businesses efficiently acquire and retain customers.

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