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Reporting



Areas that we look at include:

Inventory. What reports are created? How else is performance information communicated?

Relevance. How does the information/report help manage the operation? Who uses the report? How often is the report used?

Timeliness. How often is the report generated? How “fresh” is the information by the time the report is ready?

Accuracy. Is the information accurate?  Is there consistency in the numbers reported on various reports? How are the numbers calculated?

Usability. Is it easy to drill down into the data source when necessary? Do others outside of the call center use the report or some part of the report?

Cost/Benefit. What does it cost in man-hours to generate the report? Who creates the report or how is it generated? How much value is derived from the report?



Typical outcomes include:

Eliminate cost for reports (or report segments) that are not used.

Improve business results through improved accuracy and timeliness of reports by establishing procedures to meet report generation requirements.