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Contact Centre Reporting Solutions

Our reporting solution allows your business to view information that could improve the way in which you operate, therefore improving your customer services. 

Automatic or manual generation of historical reports provides data on all aspects of your business's performance. These reports provide detailed information for operational reviews and future planning. 

Collect information on each department or individual, wherever they are. Real-time information can be delivered to departmental heads independent of their location, whilst employees are offered increased flexibility over the way they handle their calls when in or out of the office.


PDF - Call Centre Solutions


What is call centre reporting?

Call centre reports provide historical data for you to measure, manage and constantly enhance call centre performance, ­all of which are key to controlling your call centre costs.

Call centre reports let you see the big picture and the call-by-call performance of each queue and agent. You can measure and verify call centre performance against service level objectives, review events as they happen and identify ways to improve business processes.

What are the benefits of reporting?

Our reporting system provides a wealth of information on all aspects of a call centre’s performance including:

  • In-built Toll Fraud detection
  • User permission based access
  • Capacity Planning & Cost Analysis
  • View reports anytime, anywhere, on any device
  • Historical call management reports for you to measure, manage and constantly enhance call centre performance
  • Performance Management including; Agent, Call and Queue activity and performance.
  • 30 pre-defined Call Centre reports (in addition to the 29 standard reports)


Design Your Own Reports

Solutions available that are either off the shelf or tailored to suit your individual requirements.


Available When You Need It Most

View your reports anywhere, anytime, on any device on our easy and simple to use platform. 


Live Reports & Monitoring

Realtime reports & statistics that allow you to maximise productivity and improve customer service.


Support When You Need It Most

Step by step advice and support to ensure you receive the best possible solution for your needs.

With Silver Lining I can ensure I receive the flexibility we need and be secure in the knowledge that should our circumstances change, our IT and telecoms can be re-adjusted accordingly.

Dan Davis, Head of IT, Fusion People

Blog - when was the last time you reviewed your telecomsWhen did you last review your comms?

Let me guess - you're happy with your current system. But have you ever reviewed it? Could you be saving money?

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