They tell us how we're meeting our objectives with regard to call volumes, whether we're handling calls in a certain amount of time, and the level of service we are delivering to our customers. There are two sets of national summary reports. One tells GCS management how a particular call center handled its overall volume, while the other is designed for call-center supervisors monitoring agent performance. This reporting hierarchy allows managers to easily measure performance according to multiple criteria. For example, they can compare call volumes on certain days of the month, quickly honing in on information that helps measure the overall performance of the organization and verify staffing needs.
Management uses that information to make staffing decisions from day to day.
In the old system, it might have taken weeks to get that kind of information. Today, it's right there all the time, so we can react much more quickly. In the future, GCS will be further refining the reports to include call volume by product offering. The data reporting possibilities just keep growing.