RingDNA allows supervisors to instantly generate reports based on key industry call metrics in order to draft a battle plan to increase productivity and optimize ROI. The increased visibility provided by RingDNA creates a continuous feedback loop that gives supervisors insight into how their call center can be run more efficiently and effectively.
Increase ROI through Impactful Reporting
RingDNA’s easy-to-understand interface makes it easy to generate predefined or custom reports. Gain visibility into your call center’s performance based on metrics such as:
- Calls-per-campaign
- Average call duration
- Rate of calls abandoned
- Hold time
- Cost-per-contact
Map Calls Geographically
RingDNA provides a geographical map so supervisors can gain insight into customer demographics. This can help call centers know which areas warrant provisioning local numbers.
Optimize Agent Performance
RingDNA also helps supervisors monitor agent performance, allowing them to identify which reps that are hitting home runs and which need to spend more time in the batting cage. Their productivity can be scored against a series of unique objectives defined and monitored by call center supervisors. Calls can also be recorded so that supervisors can hear what agents are doing right and what they are doing wrong. Detailed reports provide specific details about each agent’s performance that can be used to guide training and coaching programs. Chat and Chatter feeds help facilitate internal communications.
