Every month, you see what your customer service delivers and what needs to change.
Our own dashboards show the agreed KPIs, and the monthly report puts them in context and names actions. We agree together how data is exchanged with your systems.
This is how your reporting is set up.
Agree the KPIs
We agree with you which KPIs apply and how they are calculated. Contractual service levels are the minimum requirement; internally, we manage against tighter early-warning thresholds.
Bring the data together
Data from telephony, tickets and quality checks flows into our dashboards. We agree the exchange with your systems with your IT team.
Report and steer
During hypercare we align daily, then weekly and in the monthly review meeting. The monthly report contains KPIs, causes and actions.
Good reporting explains figures instead of just listing them.
Our own dashboards
Our dashboards come from our in-house software development. We adapt them to your KPIs without waiting for a third-party product.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about reporting and interfaces.
Question not listed? We reply within one working day.
Typically reachability, resolution rate, waiting time, transfer rate, callbacks, handling time, documentation quality and error rate in samples. We agree together which KPIs apply in your project. Causes and actions are added.
Yes. In addition to the monthly report, we align weekly, and daily during hypercare. We clarify in the project which dashboards you can view yourself.
That depends on your systems and requirements. We agree format, route and frequency with your IT team and set out the exchange in the DPA. If we work directly in your systems, much of the data is created there anyway.
Internally, we work with early-warning thresholds that are tighter than the contractual service levels. That way, we react before the value is missed. If necessary, we escalate ad hoc to your contacts.
