SOLUTIONS

Call Center Performance Evaluation System

The most important factor for a Call Center is to provide the best and most satisfactory service to maximum number of customers in an optimum time. In order to maximize all these values, Coretech has developed the Call Center Performance Evaluation System.

• The system is web based and operates without the requirement of installation.
• It allows access to prior data and monitoring of retrospective performance descriptions.
• Performance period is a month and all monthly data and formulations, metrics, scales, user information and transactions are logged retrospectively. Copying a period is also possible.
• At performance home pages, it is possible to define separate authorizations for each area and headline. Unauthorized access to data at the database is strictly prevented and restriction of use of data for purposes other than those defined is ensured
• In the performance system all applications such as changes, approvals are reported to related people by e-mail. It is possible to generate automated e-mail warnings when a period starts, end of a period approaches and when the period ends. Access is automatically restricted at the end of a period.
• A dynamic reporting environment is provided for users to design their reports and export of produced reports to excel, word and pdf formats is ensured. It is possible to define authorizations for reports in addition to the possibility of automatic generation and mailing, and association of criteria is also possible. At the end of each month, performance is calculated and reports are sent to related recipients.
• An infrastructure including approval work flow can also be prepared for managers where they can use a flexible reporting system, carry out detailed analysis, comparisons and various scenario analysis and manage performance metrics.