Our help desk/customer service reporting solution is designed to help customer service call centers & help desks achieve top results & high customer service levels. Too often businesses treat customer service centers or help desks as a call center. Spectrum knows that most true help desk operations have very unique information requirements that differ from the call center. Spectrum extracts data from ticketing systems and CRM to provide real time reports that assist the help desk in achieving their goals.
| || |
| FCR || CSat |
| Cost per call || Agent Utilization |
| Ticket Close Ratio || AHT |
| Agent Quality Score || Service Level |
Help Desk managers need to see more operational information about the tickets that are open and closed, handle times, adherence and abandoned calls. Because of these metrics the typical call center solution showing call statistics does not work for the help desk. Spectrum recognizes this and works with many of the top ticketing systems available today and well as in house developed systems.