Thought Leadership

Four Reasons to Choose Contact Centers with Real-Time Performance Reporting

Real-time performance monitoring provides clients of contact centers with a way to track the performance of their contact center to ensure their customers are getting top-quality service. If you’re not tracking your contact center’s performance, you have no idea what level of quality the service is providing.

When companies choose to outsource their contact center operations, they’re placing an important part of their business in the hands of a third party. It only stands to reason that these businesses will want to verify their trust by tracking the performance of their new partners. Real-time monitoring provides companies with the opportunity to monitor live agent and customer interactions and keep track of a number of metrics, such as call length and time spent speaking by each party, along with others.

When choosing a contact center provider, consider these benefits of hiring a provider with real-time monitoring:

Datamark Real-Time Performance Monitoring

DATAMARK uses Vocalcom’s cloud-based contact center software to provide real-time performance monitoring for outsourced contact center services. Vocalcom provides a comprehensive look at a wide variety of customer service metrics and other important key performance indicators. DATAMARK clients are able to monitor the performance of their third-party contact centers from anywhere with an Internet connection, giving them a tighter grip on the contact center services DATAMARK provides.

Armed with the information provided by Vocalcom, clients will be able to see how DATAMARK’s services are working for them and identify opportunities for enhanced service and support.

DATAMARK provides business process outsourcing for a variety of industries. Whether it is contact center, finance, data entry, or mailroom outsourcing, DATAMARK can ensure a high level of service and client satisfaction. Real-time monitoring is just one-way DATAMARK ensures its services are among the best in the industry. Find out more by calling 1-800-477-1944.

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