Measure Sales Agent Progress and Manage Business Growth
There is a saying in business: “If you can’t measure it, you can’t improve it.”
Because Gryphon’s Phone-Based Services exist in the path of every telephone interaction, a large amount of valuable data is being gathered 24x7. But simply collecting the data isn’t enough. Interpreting that data is what separates the top performers from the rest of the pack.
With Gryphon’s Reporting and Analytics tools, companies can turn that data in actionable intelligence that can be used to measure progress, improve effectiveness and service levels across the enterprise.
Productivity Reporting
With Gryphon Productivity Reporting, included with Core Phone, sales managers and supervisors can leverage the information gathered on every call to ensure service levels, consistency, outcomes, and compliance with operational procedures. From a simple web interface, managers of distributed teams can oversee phone agents activity, compare productivity and effectiveness across dozens of key metrics….in real-time! Out-of-the-box reports that show summary data, region or offices, workgroup comparisons, even individual agent activity are just the beginning. Call details such as date/time stamp, call duration, post-call disposition, and other specific agent/caller information become subject to better understanding and action.
Managers can also customize reports to present data in countless other formats to represent the most relevant statistics to the business.
Key indicators such as call result by office, agent or next action are captured by the agents and immediately available to managers along with all call data
Compliance executives can continuously monitor compliance with Do-Not-Call regulations at the state, federal and self regulatory organization (SRO) level. They can even track the fines avoided by utilizing Gryphon’s solutions for regulatory compliance. Companies can now quantify this risk in real dollars, while eliminating their exposure with Gryphon's fully warranted solution.
Advanced Analytics
When used effectively, analytics are the window into the future of your business. With the analytics capabilities that accompany Gryphon's Core Voice™ cloud based call recording, companies can visually map the past, rate the present and plan the future based on the best possible insight…your employees interaction with customers and prospects.
With Core Voice, every voice conversation can be captured, stored and retrieved on demand. Because every call is recorded “in-the-cloud”, Core Voice Analytics will “listen” to every user-defined inbound and outbound call for important audio indicators such as heightened emotion, extended silence or agitation and proactively alert managers and supervisors based on customizable criteria, frequency and importance. Managers can define triggers that flag certain important phrases, like “guarantee” or “hot tip,” that will alert the manager instantly for review.
Meanwhile, Core Voice Analytics will also listen for keywords, phrases and trends that develop over time. These trends are represented graphically to provide quick and easy interpretation of large volumes of voice data.
This graphical heat map interprets the quality and quantity of captured customer discussions related to calling cards. Patterns are graphically rendered for quick interpretation of large volumes of data collected from outbound calls.
As a result, companies are able to look at their business from countless new perspectives, better measure customer and partner interactions and identify training opportunities to improve agent capabilities based on what’s most important to the business.
Gryphon’s Reporting and Analytics tools help you focus on the business horizon, while enabling you with the information to adjust your path along the way.