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Portfolio Analysis Strategic Consulting

Metric Tracker can take data from ANY legacy Dialer/ACD/IVR and restructure it into cross-dimensional daily, weekly, monthly reports that can vastly improve center profitability and efficiencies. Comprehensive, easy-to-produce production reporting is critical at the floor level to monitor agent/unit performance; we can even help automate agent evaluations & incentive qualification.

More importantly, production reporting provides access to leading indicators which can identify how you will perform in the future. Production metrics like calls per hour, penetration rates, right party connect rates, conversion rates, average promise sizes, and promise kept rates all help gauge future bottom-line dollars collected and, should a performance deficiency be identified, managers will know whether the problem is caused by agent / team performance, technology utilization, campaign structuring or underlying account/list characteristics (risk).

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Portfolio Analysis | Strategic Consulting

Production Reporting Services
Agent Level Productivity
Best Time to Call
Capacity Planning
Manual/Dialer Reporting
$ Collected by FTE
Skip Productivity