Goodbay's Call Center Solutions and Reporting Procedures have been formulated after years of continuous business research and analysis. Backed by our call center management experience, we can offer your business complete control over the process metrics, efficiency in operations, and all-round transparency and accountability. Our reporting procedures and tools present a comprehensive picture of call center operations making them scalable, predictable and repeatable.

Reporting

• All standard call center metrics
  • (calls answered, hold time, average handling time, etc) are available by email hourly, daily, weekly, and monthly at client's request
• The ability to provide highly customized reports
• All reports are inclusive of the cost of service, no extra charge
• Call Recording:
  • All calls are recorded for quality assurance
  • Archived up to 90 days
  • All calls are made available by request and can be sent by email or accessed on an FTP site
  • Call recordings are all inclusive of the cost of service, no extra charge
• The ability of the business plan to achieve set goals while being flexible and adaptable to change as and when required

Strategic Management Sessions

• Our American managers act as your eyes and ears on the operations floor, helping drive consistent performance
• We proactively bring issues to attention in order to make corrections immediately, sweeping nothing under the rug
  • Most call centers will wait to hear a complaint from client = Lost revenue, customers attrition, and wasted time

We enable you to track all Technical Support issues, escalate issues to your engineering teams, and make necessary changes to SKUs as and when required. All call data is tracked for your conveniencse.

• Time and date of each call
• Length of each call
• Average hold time (if any)
• Total minutes spoken that day/week/month

All reports can be customized to manage operations effectively

• For example,
  • Number of escalations
  • Reasons for escalations
  • Purpose of calls
  • We can utilize our clients existing hosted/web bases systems for gathering data or we can use our own Call Tracking Software (CTS) developed in-house to meet all needs
  (Screenshots of some of Goodbay's reporting tools are provided below)