Evaluator’s Guide to Encore Portfolio™
Making Business Intelligence Intelligible
Encore Portfolio revolutionizes report generation and distribution with incredible new power and flexibility; Interactive report cards let your agents know how they’re performing; term reports give a broader picture; trend reports let you see in what direction your organization is heading; even agent evaluators can be checked for accuracy and efficiency. Portfolio’s standard development platform enables anyone to write and run these powerful reports. Need custom reports? Users can import their own via Crystal Reports. And Portfolio goes farther than great reports: Its task management features let administrators set tasks to be carried out at a given time, automatically, and Portfolio’s Security Configuration makes sure people have access only to the information they need.
With Portfolio reports at your fingertips, information critical to getting the most from your agents, scripts, and processes is presented in a format that is easy to understand and use. This introduces you to Encore Portfolio and the ways in which it can help unlock your business intelligence potential effectively and inexpensively.
Reports
Making Business Intelligence Intelligible
More than 30 standard reports from the heart of Portfolio. These highlight information most useful to administrators and agents, and range from broad center performance overviews to detailed, personalized agent report cards. With the reports pre-defined, the user need only set the parameters and the data is organized into a highly readable format complete with graphs and charts that make information accessible in a way lists of names and numbers never could. Here’s a sample of just some of the reports included with Portfolio.
Meeting Customer Service Goals
Austin, Texas-based Innovative Communication Systems, Inc. (ICS) is dedicated to creating a complete telecommunication solution for its business customers. In addition to developing telecommunication solutions, ICS operates a 28-agent inbound call center for a leading global communications provider. This client requires strict adherence to specific customer service policies, making it difficult for ICS to perform quality assurance. In the past, ICS used handwritten reports and a full-time evaluator and still did not achieve the results it wanted. That’s when they turned to Encore™, with Portfolio and its powerful reports. "You’re able to instantaneously identify who is not performing to the criteria that we’ve set. It’s black and white—with a few mouse clicks you have the information in front of you to address the problems," says Bill Simons, president of ICS. Now ICS is able to meet its client’s strictest customer service standards by tailoring training to its agents’ strengths and weaknesses, thanks to the information provided by Encore Portfolio.
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A Broad View
The Team Evaluation Report Lets You See It All
The team evaluation report gives users a broad overview of how teams of agents are performing based on their evaluation scores. This report provides a breakdown by scoring category of a team’s performance (greeting, closing, etc.), presented in a series of bar graphs and carts for easy comparison. The team evaluation report can be filtered by a number of categories such as team, agent, dates, and question so that only the information you want is included.
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Getting Specific
Personalized Agent Scorecards with Interactive Drill-Down Get to The Point
Portfolio generates detailed Personalized Agent Scorecards that deliver the real performance picture right to the agents’ desktops, and does it in a way that provides an intuitive coaching and procedure-optimization environment. That’s because agents, alone or with their supervisors, can instantly "drill-down" onscreen to examine specific scores, by question or category, of each evaluated call.
And because Portfolio couples the evaluation with the recording of the call, users can hear as well as see the call in question. For agents, this is an opportunity to see exactly how their performance scores are derived, to reinforce their strngths and identify their weaknesses; for supervisors, his level f detail provides more insightful one-on-one coaching and training program development.
Where Are We Going?
Where Have We Been?
Find Out With Trend Reports
Portfolio’s trend reports clearly show in which direction performance is heading—and why. A chart shows the change over time in team or agent scores broken down by question, while a line graph tracks average performance; if performance is heading south, a glance at the Trend Report shows you why so you can address that specific problem.
"Before, we noted that our evaluators didn’t where to go to find all of the materials they needed to evaluate agents. With Portfolio, we can show them everything they need; It's all in one place."
—Tanya Schenebeck,
Supervisor of Quality Control,
ABC Financial
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Trouble Spots and Shining Points
Never be kept in the dark again about an agent’s critical shortcoming or exceptional strength. Portfolio’s Trouble Spot nd Exceptional Score Reports can alert you to repeated low or high scores on a question by an agent. That way, you can immediately work to correct the problem or raise the agent high as an example for others.
How Long Is Just Right?
Quality Versus Productivity Tells You
Time is money. Portfolio’s Quality Versus Productivity Report can help you determine the optimum call length to achieve a balance between productivity and quality. The report graphs the relationship between the quality of a call (determined by its score) and its length, so you can see if a longer call really does lead to better service.
Evaluator Performance
Check the performance of your agent evaluators using a number of evaluator reports. The Evaluations Count per Evaluator Report lets you monitor the productivity of each evaluator. The Forms Usage Report shows the amount each form is being used so you can identify underused forms and find out why they’re being neglected.
Encore System Health
Is your Encore system performing as expected? Get vital system health statistics (disk size, disk space, memory) and a detailed event log using the System Health and Statistics Report. Use this information to fine-tune your system, obtain maximum performance and minimize downtime.
Disk Usage Reports
Disk Usage Reports help track clients that require the most hard disk space. With the ability to filter by DNIS, client, or campaign, the Disk Usage Reports make managing your database easier than ever.
Call Distribution Report
Forecast your call load and schedule agents to work when they’re needed with the Call Distribution Report. This report breaks down each day of the past week and tells you how many calls your contact center received at any time so you ca instantly see when agents are needed most.
Script Performance and Call Flow
Another form of Business Itelligence from CenterPlus and Portfolio comes from the eveluation of script performance and call flow. CenterPlus helps evaluators track the flow through critical scripting decision points, to evaluate the relative preformance of alternate scripting strategies, and to record key customer reactions and comments.
Portfolio’s reports let you optimize scripting and call slow to optimize results. What is the best reply when a customer objects, "It’s too expensive"? What if the customer is young or old, male or female, rich or poor? Portfolio’s Business Intelligence tells you the answer, and lets you afdapt your scripting and agent training to squeeze every last ounce of value from you customer interactions.
Automatic Task Management
With Portfolio, there’s no need to manually run and send out reports repeatedly. In Portfolio’s task manager, users schedule tasks to be completed automatically on a regular basis—such as running team reports and emailing them to team leaders at the start of each week. Just configure the report, set when the task should run, and let Portfolio do the rest.
Custom Reports
If your organization wants to customize a report and has a copy of Crystal Reports, there’s no need to learn to use a new tool. Just create the report in Crystal Reports and follow Portfolio’s onscreen wizzard, which guides you through the steps of importing and configuring the repost and setting sort parameters and filters. Portfolio comes with a number of predefined filters that, when applied to a custom report, filter by question, agent, site, DNIS, team, or a number of other helpful categories. Tailor reports to fit your Business Intelligence needs.
The Next Step
Portfolio is the report tool that lets you see the real picture, efficiently and cost-effectively. It combines powerful reports, a robust report delivery tool, task-management and powerful security features with the ability to run custom Crystal reports in a single package.
Learn More
Iif you have questions about call center reporting or call recording, Contact Us for a no-obligation consultation with a call recording expert.
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Reporting