According to one recent study, approximately 89% of customers say they are more likely to make a repeat purchase with a business if they have a better customer service experience. This seems obvious, but how do you know if they are having a good experience? Reporting. If you needed a single statistic to outline the importance of high-quality reporting for your organization, let it be that one.
Within the context of your hospitality call center or other remote call center operation, this begs the question: how do we define “quality reporting” in the first place? In a larger sense, it means having access to actionable data – the kind that gives you a bird’s eye view of what is going on with your operations. It means seeing trends and patterns that otherwise might have gone undiscovered and using that insight to make better and more informed decisions.
Quality reporting is essential for remote staffing solutions, not only to gauage the effectiveness of your outsource partner, but to make adjustments to better serve your customers.
Why Solid Reporting Matters
Let’s take a look at an example in the context of your standard remote customer service enterprise.
If a customer calls in with a question or concern, they relay invaluable information to the agent they talk to. If that information is captured correctly, it is shared with the team and goes into a centralized database. That way, the next time the customer calls for a follow-up, they don’t have to spend time explaining their situation again or repeating themselves. The next agent who answers a similar question has access to everything they need to carry the situation through to a satisfying resolution.
More than that, organizational leadership also has access to data to see what types of issues are occurring regularly. If one person has a problem, it can be solved. If multiple people have the same problem, it is a larger issue that needs to be addressed. Likewise, if many people make contact with the same compliments, you can get objective confirmation that those particular efforts are working.
All told, reporting can collect data from virtually anywhere – phone calls, texts, voicemail, etc. – and find the common denominators. The insight that is gleaned can then be used to make adjustments moving forward.
The Tyme Global Approach
At Tyme Global, we offer over a decade of experience in hospitality and sales. We provide omnichannel customer experience solutions and robust reporting.
From the ground up, our system was designed around flexibility. Our detailed records and comprehensive data points report on all the vital statistics you need- from the number of calls per hour, day, week, and month, to the percentage of calls that were internal vs external, bounce rates, average wait times and more. Our knowledgeable staff reviews your data and provides analysis and recommendations. With Tyme Global, you have access to all the actionable information you need to make informed decisions, providing your customers with the best experience possible.
If you have any additional questions about the importance of solid reporting, or if you’d just like to speak to someone about your own needs in a bit more detail, please don’t delay – contact the team at Tyme Global today.