Nexus Teleservices provides detailed reporting that allows you to make informed decisions about the quality of the outsourcing services we provide your customers. We offer standard reports as well as the option of customized reports to fit your business requirements including content, delivery frequency and integration with your reporting systems. We understand that each of our clients may have different processes and may require different reports. We choose to be as flexible as possible.
Outbound Programs Tracking
Our standard outbound production reports are generated daily and provide you information on all call dispositions types, calls performed, calls completed, wrong numbers, disconnects, sales, and much more. You will be able to determine how well your outbound program is performing, whether there is the need to vary the calling data, who are the best performing service personnel and other parameters affecting performance. The results of an outbound program may be a lead or sale that requires follow up by your company. Nexus Teleservices provides you additional reports electronically or we can “post” the data in real-time to your internal system for rapid follow up and closure. Additionally voice recordings of leads and sales are uploaded to either our FTP site or hosted storage service for your access and auditing.
The end result is that your company has the information at hand to make the right decisions. If something is not working right (data, script, offer, time of dialing, etc.) we can take steps to correct it. If something is working very well, we can expand its use to generate more leads and sales.
Inbound Programs Tracking
The Nexus Teleservices inbound production reports are generated in real-time and provide you information on call distribution patterns, number inbound calls, wait times, abandon rate, call classification and much more. You have the option of reviewing your inbound program performance in real-time via a web portal or receiving daily summary reports. Additionally voice recordings of specific call types (e.g., complaints, leads and sales) are uploaded to either our FTP site or hosted storage service for your access and auditing.
The end result is that your company has the information at hand to understand trends and call patterns to make adjustments as need. If something is not working right (staff scheduling, offer, peak periods, etc.) we can make adjustments to correct it. If something is working too well (e.g., excessive personnel idle time), we can adjust to reduce service costs.
Reports and Program Management
Our reports provide information that allows your company to measure the success of programs you have outsourced to Nexus Teleservices. We both use these reports to quickly identify performance issues and take corrective actions. Our reports, delivered with the right data, at the right frequency, in the right format, via the right channel, will help your company understand and optimize your call-center outsourcing services to achieve your business goals.