Reports & Analytics
The age old adage ‘what can’t be measured, can’t be managed’ is as true today as ever. As voice moves to a fully digital solution, the reporting available becomes more detailed, from the simple ‘how many calls were not answered’ to reporting on your customer’s journey through the IVR or tracing the route of a call around the world and actually seeing it on a map.
NSL believes in empowering our customers wherever possible, with access to all available reports at no extra cost for many of our provided services. NSL will happily review reports on a regular basis and advise if anything identified should be reviewed. Reporting can be ad-hoc or scheduled, so your management and/or marketing department can receive them regularly. The detail of the report is dependent on the service but even in the highest level format it would be unusual if the additional detail was not beneficial in managing your business, and increasing sales and productivity.
One key benefit of NSL’s reporting package for marketers is the availability of reporting at a network level. These reports no only indicate the call outcome at a local level, but also indicate lost calls and opportunities from call. Helping businesses stay aware of how opportunities may be lost through network issues. Network level reporting will also indicate if your customers are trying to contact you outside of current trading hours, again giving the option to capture additional sales.
And, if a call has been lost, often the caller’s telephone number can be captured, giving the opportunity to ring the caller back to capture the sale.
Within our most advanced contact centre solution, there is the option for AI monitoring of language and tone during conversations. Reports summarise the call with a smiley face, or no face at all, depending on the outcome for both customer and agent.
All of this information enables an exceptional journey for your customers.
NSL are committed to improving your profitability through the use of comms and reporting is a key element to this.
To find out more please contact us