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When inbound call measurement became popular a few years ago, managers were amazed at the insight it offered on their staffs' productivity. Often times, employee performance improved simply because people knew that their calls were being monitored. Managers sought to install the same level of accountability to the telephone calls that were being dialed out, so we developed a solution that brought call measurement to outbound calls.
Last month we had a couple of customers that used over 30,000 minutes through our outbound system. Since it would be nearly impossible for a single manager to analyze that many calls individually, we rolled up our sleeves – building out additional reporting modules to provide a nice overview of activity by each employee.
The data we reports on shows a breakdown of how many calls each employee handled and how many calls each employee placed. You can now observe whether John Doe is going through on Friday afternoon and trying to place an entire week's worth of calls.
This new functionality was built at the request of an auto dealership in Texas that was looking for a quick and easy way to summarize whether or not its sales staff was hitting quotas. As always, we appreciate suggestions and requests from customers who are using Century Interactive as their call measurement provider! www.centuryinteractive.com