In addition to our standard INFORM reporting, Advanced Analytics gives you several additional tools, metrics, and graphs to help you understand and improve your branded calling programs.
Tools
In addition to metrics and graphics, Advanced Analytics comes with some additional tools and resources to customize your reporting experience and let you easily get more insights into your branded calling. Tools help you customize the data the metrics describe, select what some of the metrics are measuring, and even lets you compare datasets to each other.
- Custom Date Range (all reports): Advanced analytics comes with the ability to customize your reporting experience including a custom date range. This helps if you’d like to pull annual reports or look back at specific events or timelines related to your business.
- Program Comparison: Program comparison lets you select two different programs and see them side by side in the dashboard, which is especially useful if you are trying new things and want to see how they are doing (i.e. a new lead list source, or new display name).
- Successful Call Duration (control): For most call purposes, depending on the industry and your customer relationship strategy, calls will have a time that indicates your agents have an extremely likely chance successful call resolution. Setting the control to your desired time will set engagement rate and success rate use your custom time and give you a better understanding of what success looks like for your call purpose.
Metrics
Advanced Analytics adds additional metrics which go beyond the single call and help you understand how well your overall program is accomplishing your call purpose.
- Contact rate: Answer rate is how many calls were answered out of all calls, but contact rate is how many numbers called answered a call, so what percent of unique individuals did you contact?
- Calls per individual: Tells you how the average number of times you called each unique called number.
- Engagement rate (dynamic): What percentage of calls have a talk time of 60 seconds, or a duration of your choice.
- Success Rate (dynamic): Success rate tells you what percentage of unique called numbers are answered and have a talk time of 60 seconds or your custom duration. This tells you how well you’ve completed your calling list.
Visuals
- Reach & Contact Rate by Calls per Individual (CPI): Shows you how many people you contacted and how that managed to impact your contact rate.
- Call Duration Buckets: Tells you how long people talked/stayed on the line.
As a reminder, you can also export data, letting you download any or all of these metrics to use in your own custom reporting. See Reports & Analytics for a full list of INFORM metrics, and a comparison of standard reporting vs Advanced Analytics.