Customized Reports for Your Customer Support Program
As an EMS client, you receive customized reports to aide in the evaluation of your program's results and
performance. Your reports will be submitted to you in your desired format and timeframe. Based on your
program's goals, EMS will work with you to determine the Key Performance Indicators (KPIs) which are critical
to assess the success of your program. Reports are then created based on the data needed.
General formats include tables, charts and graphs. Reports can include data on, but will not be limited to:
Since a majority of our clients utilize at least one of our phone services, Voice Call Reports are the most common
reports we send out. These reports generally contain the following information:
Calls Offered
Calls Answered
Calls Abandoned
Handle Time
Hold Time
Service Levels
We can include any other data relevant for the monitoring of your program. This information can also be
broken out by:
Product
Division
Agent Group
DNIS/Phone Number
Time of Day
If you choose to utilize our CRM, we have additional reports and reporting services you can access. This
includes the ability for ad hoc queries so you can pull exactly the information you want to see when and
how you want to see it.
As with our other services, if you have something you would like to see/monitor/record, we can set up a
report to get you exactly what you are looking for.
Get reports on your program's KPIs.
Talk to EMS today to start getting all the data you need to ensure a successful program.