Management Information Reports
SmartNumbers Management Information Reports is a fully managed service which provides a powerful tool for analysing the performance of your business, measuring the customer calling experience and monitoring how, over time, the service improves as adjustments are made to processes, people and other resources.
These Management Information reports can help answer questions like: how quickly are calls being answered by staff, are important calls being missed and hitting voicemail, or worse just abandoned? Are staff receiving calls at their desks or incurring unnecessary costs by preferring to use their mobile phones?
Because SmartNumbers is embedded in the BT network, the MI reports give detailed information on all your inbound calls, even those your PBX was unable to accept. The Abandoned Call Report, for example, shows a breakdown of all the missed calls including who called (CLI), who they called and when.
Reports can be delivered automatically by email on a daily, weekly or monthly basis to suit your schedule. To order standard reports to your existing service, or to discuss a bespoke report requirement, tailored to your needs, contact our Management Information team on 020 3162 3030 or via our contact web form.
Below are examples of the standard reports that are available.
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Flexible Worker Call Summary
Reports on the average wait before answer, the total answered, abandoned and delegated calls as well as the number of calls made and average call duration
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Flexible Worker Efficiency
Shows the total answered, abandoned, delegated calls and calls made. Includes the total calls delivered to voicemail, average call durations and average call answer time
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Subscriber Usage Report
Shows the total received, answered, abandoned, delegated calls in addition to calls delivered to voicemail plus the average time to answer and the average call duration
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Outbound Calls Summary
Designed for SmartNumbers users whose main area of focus is outbound dialling. Shows the total number of outbound calls made, their average duration and average call answer time
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Abandoned Call Profile Report
Report details all abandoned calls showing the date and time of each call, the wait before abandoned and the caller's telephone number (when known)
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Agent Efficiency Summary
Measures the efficiency of each agent showing the total number of received, answered and unanswered calls, the average time taken to answer and the average call duration
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Team Service Levels
Report shows the total customer calls, answered and abandoned calls, the average wait before answered, the average wait before abandoned and the average call duration
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Team Efficiency Report
Similar in scope to the Team Service Levels report but includes the percentage of calls answered within specified time intervals (10 seconds, 15 seconds and so on)
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Virtual Branch Call Analysis Report
Reports the total number of inbound calls to a branch and percentage answered in branch, by a contact centre, or abandoned. Also shows the number of calls received out of office hours
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Relationship Management by Region
Summary report of the total calls to each region showing average call answer time and duration, percentage of calls answered by the RM / assistant / voicemail or were abandoned
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Relationship Management by Branch
Report of the total calls to each branch showing average call answer time and duration, percentage of calls answered by the RM / assistant / voicemail or were abandoned
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Bespoke Reports
Any of these reports can be tailored to meet your reporting needs by our Management Information team. Get in touch to discuss your reporting requirements