Services at Eurocom Solutions - Service Level Analysis

Not being able to get through to a company can be the difference between winning and losing business. A potential customer can be put off by excessive waiting times or busy tones and an existing customer can be frustrated by the long waits and an inability to connect.

Service Level Analysis reporting allows you to identify the time taken for calls to be answered, they can tell you how long potential customers are waiting before they hang up or even the number of busy calls a caller has experienced.

Timed internal reports help to identify the busiest times of the day, or even the number of concurrent calls during these intervals, from this information the number of advisors required can be calculated to ensure the customers have the best possible chance of getting through.

Designed to be flexibly run for departments, teams, hunt groups or single extensions, Service Level Analysis reporting helps the manager, operator or advisor, measure how well calls are being answered or lost within specific targets. This might be to determine if more resource needs to be assigned or even to determine if a team should be paid bonuses for performance related campaigns. These Key Performance Indicators are often invaluable in busy call centre environments.

Call volume analysis is a key area of the Service Level Analysis remit, if you know the volumes of calls that are being taken, or made, you can determine the number of people required to answer the calls and the number of extensions required to meet the needs of a particular business area. This information can be used to determine if the systems are correctly set up, for example are some extensions receiving many calls whilst others are only receiving a few? Even to determine the success of recent marketing promotions, where the actual volumes can be measured compared to the normal levels seen.

Answer analysis reports can also be provided, these assist managers to identify if particular advisors are spending long enough with customers, enough time to pass over enough regulatory information for example.

Eurocom Solutions have an enormous suite of reports, designed to match the need of every end user. If an operator wants to know how many calls they answered within a particular time frame then statistics are easily made available, if a manager wants to know the amount of calls abandoned due to callers waiting too long, then reports can be provided to present this information.

Eurocom Solutions aim is to offer flexibility with all Service Level Analysis, essentially to show the information that is required and not the presentation of yet another templated report.