Monthly reports include:
• Combination of statistical and qualitive information

• % Calls Resolved First Time

• Breakdown on how calls are handled

• Call centre accessibility, measured by time in queue, IVR availability

• % Calls Transferred Incorrectly

• % Calls Transferred Correctly

• % Calls Requiring a Call Back

• Average Time to Call Back

• % of Calls Outside Expected Call Back Time

• Busiest Time to Call

• Quality of conversation score

• % of Calls with Incorrect Information

• Bi Yearly Report