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Reporting

Reporting

PSI provides secure online reporting via the www.PSIReports.com portal. Call/email processing statistics and performance metrics are captured in real-time and immediately available to all Portal reports. A wide range of reports are available, including:

  • Number of inbound/outbound calls/emails, call arrival patterns, type caller(s), reason(s) for calls/emails, agent action(s) taken, final call/email resolution, etc.
  • “Key” Program Metrics Dashboard
  • Service Level Metrics Dashboard (e.g., average speed-to-answer, abandon rate, average call length, etc.)
  • Technical Support Troubleshooting Dashboard (e.g., type problems by brand, product, etc.; Agent Corrective actions Taken, etc.)
  • Top 10/20 Pareto charts
  • Sales closing rate by representative, region, brand, product, type of service contract, etc.
  • Weekly, Monthly, 26-Week, Year-to-Date, etc. trend lines, graphs and reports
reporting

Each client representative authorized to access Portal reports is assigned a unique login ID and password. The login ID identifies the reports and data sets that person is allowed to access.
Examples of our Metrics and Reporting services are listed below. Just click on any service for a more detailed explanation.

Each client representative authorized to access Portal reports is assigned a unique login ID and password. The login ID identifies the reports and data sets that person is allowed to access.
Examples of our Metrics and Reporting services are listed below. Just click on any service for a more detailed explanation.

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