Every call centre relies on call centre statistics to measure performance; however, in many cases, metrics are unreliable and outdated. Frequently, information used to make daily operational decisions is pieced together from historical reports from multiple systems. Our application provides everything you need for a clear overall picture. With Five9, you can gain personal insight and thoroughly review and measure the performance of your agents. It’s important to frequently review statistics in order to make sure your call centre is functioning at its best. Closely monitoring statistics allows management to identify potential problems before they develop and reward those who consistently perform well.
By leveraging the integrated and consistent real-time information available from the Five9 Virtual Call Centre Suite, supervisors can monitor call centre statistics and performance against customer service goals, personalize their views and alerts, and view real-time information in an Excel dashboard. The Five9 Supervisor application provides a comprehensive selection of real-time call centre statistics for inbound and outbound call centres that each user can choose to include in their interface. Statistics are available for agents, ACD queues, campaigns, lists, and more. When advanced charting and data transformation capabilities are desired, users can create tailored Excel dashboards that refresh in real time. With our real-time monitoring and reporting features, you can customize your alarms, quickly identify problems, or easily join calls with “silent,” “whisper,” or “barge in” options.
We understand that every business is different, which is why Five9 provides our users with several advanced customization options. Managers can completely customize report templates, grouping, data columns, time periods, and filtering/sorting. These options make it easy for you to find the up-to-date information that you need on a daily basis. You can even share this vital information using our FTP, report scheduling, and sharing features!
As the leading provider of cloud-based call centre software, Five9 aims to provide you with all the information needed to meet your professional standards. Armed with the most current information about your call centre, you will operate more effectively by optimizing performance according to the metrics that are important to you. Visit us online or call 1-800-553-8159 to speak to one of our customer service representatives and receive a free trial.