Proprietary Reporting
Athena, Affinitas’ proprietary Web-based inbound call reporting system, reports call statistics and is tied to a database preloaded with the client’s customer base. We can then overlay demographic data and other information onto the customer records, which can be updated as our agents are speaking to the customer and using a disposition code specific to the situation. This information can then be utilized for future marketing tactics.

Key Metrics Reporting
Affinitas provides daily reports that can track many different key metrics, including, but not limited to, the following:

• Service level
  
  
• Handle time
  
  
• Agent efficiency
  
  
• Call patterns to confirm staffing models are accurate
  
  
• Schedule adherence
  
  
• Call resolution (disposition reports, escalation and transfer %)
  
  
• QA scores (product knowledge, soft skills, relationship-building skills, listening skills, system skills, call resolution, etc.)

Affinitas will provide our standard reports as well as any custom reports required on a daily, weekly, monthly and or rolling 30-day basis. Our standard reporting includes metrics such as Offered, Answered, Answered Before Threshold, Abandoned, Talk Time, Handle Time, Average Speed of Answer and Service Level.

Scripting
The account manager will work with you to write a script for the agents to use. Their experience will streamline the process and your input will provide the much needed details that our agents will need to speak knowledgably to your end customer.

Security
The security of your data and proprietary information is of utmost importance to us. All of our buildings have security entrances, and all of the agents have log-ins for their computers and phones. They are required to update their passwords on a regular basis.

Training and Quality Assurance
We pride oursleves on training and quality service. Click here to learn more about these programs.