Growth · Part of Reporting & Analytics
Client-portal reports
Three read-only reports your end-clients pull themselves from the portal — Operations Summary, QA (Quality Assurance: the program that scores and reviews agent interactions.) Trend, and Staffing Snapshot — over daily, weekly, or monthly periods.
For the operator
A client signs into their portal, opens QA Trend for their account over the last month, watches pass rate and evaluation volume trend, and downloads it as a PDF — without anyone on the BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.) side lifting a finger.
Business impact
Clients self-serve the reports they used to email for and wait two days to receive. The BPO proves SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) and quality performance continuously, with no manual report assembly and no risk of over-sharing.