REPORTING SERVICES Management Reporting NQR's reports have been designed to accommodate the needs of line management and senior management. Report formats are tailored to meet the specific needs of each client. Senior and line management teams use the reports to chart their progress and identify areas for improvement. Quarterly Reports Quarterly reports include in-depth evaluation of all areas under review. We provide an executive summary, detailed findings, general observations, confidential benchmarking, and graphic presentations that summarize the results. For example, NQR provides benchmarks of the overall rating of the call center(s), ratings within each call category, and documentation of behavior-specific strengths and areas where improvement is needed. Interim Reports Many of NQR's clients prefer more frequent reporting of processing and telephone results. In response to this, NQR offers clients an optional service of monthly interim transaction and telephone reports. Clients have found that an increased frequency in reporting allows them to respond more quickly to findings, implement process improvements, and make timely adjustments where required. Line management uses these reports to identify areas for process improvement and to confirm that our findings are consistent with their internal operating policies. NQR Voice™: "Your Solution for Electronic Telephone Reporting" NQR Voice™ enables clients to analyze customer service quality by pairing telephone service data with digitized call recordings. This provides clients with an effective tool to manage service performance, generate internal reporting, identify training opportunities, and target overall improvement. Line management can use NQR Voice™ to query for a variety of criteria. For example, managers can query for all calls serviced by a specific representative, view how each call for that representative was evaluated based upon NQR's 27-point system, see notations for areas rated above or below standard, and then click on the audio section to listen to the call. Analyze Your Business with NQR's e-Report™ NQR's e-Report™ is the newest electronic reporting tool offered by NQR. Using e-Report™, clients can identify trends and target improvements. e-Report™ also includes an e-mail button for contacting NQR and a hyperlink to access the NQR Web site. Return to "Products & Services"