Analytics

CGS delivers the detailed reporting and analysis that you need to monitor the customer experience and make sure all your business goals are being achieved. 

CGS can provide a vast array of analytical reports.  We have over 1000 report categories available (volume levels, customer satisfaction, scheduling, productivity, etc.), so we are extremely flexible and can deliver reports on unique categories you would like to track. These reports can be easily uploaded to your CRM at anytime.

CGS Quality Process

CGS has developed a quality process that maps Key Performance Indicators to agents, Service Level Achievements and business processes.  We continually analyze the competitive environment from each of these three perspectives and provide valuable feedback both internally and to our clients.  This process was designed to identify potential ways to streamline business processes, increase performance and enhance the customer experience.

We also use a visual type of management called QCDSM which continuously monitors Quality, Cost, Delivery, Safety and Management, project performance indicators and variances in real time.  This solution is transparent to all the members of the team and allows for prompt reaction if project SLA or internal indicators are not met. The main benefits of using QCDSM are:

• Identification and actions for abnormality
• Regular follow-up of project data
• Ensure the goals of different levels within the project
• Visual management by colorized letters and indicators

WebTrac Customer Portal

Clients have access to their own personal incident management and reporting portal. This portal is available 24x7 and offers the following features:

• Full-service ticketing system
• Customer satisfaction survey engine
• Integrated knowledge base tool
• Self service
• Analytical reports
• Service-level monitoring