Automated Operational Reporting Services

At ACI, we offer Automated Operational Reporting Services designed to deliver comprehensive insights into your contact center’s performance. Our solution leverages Microsoft Power BI to create a centralized data repository and advanced trend analysis tools that support data-driven decision-making and performance optimization. 

Key Benefits

Enhance Data Accuracy and Consistency 

Automate data collection to minimize manual errors and ensure consistent, reliable reporting. 

Improve Decision-Making 

Access real-time insights and detailed trend analysis to guide strategic business decisions. 

Increase Efficiency

Streamline reporting processes to save time and optimize internal resource allocation.

Boost Performance

Continuously monitor and improve key performance indicators (KPIs) such as Quality and Productivity to elevate service standards. 

Key Metrics We Track: 

  • Customer Satisfaction Scores 
  • First Call Resolution Rate 
  • Call Quality Scores 
  • Net Promoter Score (NPS) 
  • Average Handle Time 
  • Calls per Team Member  
  • Adherence to Schedule 
  • Service Level
  • Call Abandonment Rate   
  • Cost per Call 
  • Team Member Utilization / Occupancy Rate 

Call Center AI – How to Deliver Superior Customer Service

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