To see a return on your investment in staff, you need to be able to measure what your team is doing. Asistan34 performance management makes the call and collection data of your law office call center visible through reports.
What can you measure?
- Start and end times of each employee's working day.
- How many calls were made daily, weekly and monthly, and how many of them reached the person.
- Call details per person or for the whole office.
- Expected dates and amounts of the payment promises received.
- The current status of your files.
Decision support for managers
The reports give concrete information about staff productivity. You can monitor the collection rate and make better decisions about which employee should be assigned high-risk files. By seeing expected collections from payment promises in advance, you can plan your strategic moves.
Live monitoring and Excel output
Users with manager authority can listen to an employee's call live when needed and assess the quality of communication on the spot. Reports can be exported to Excel and shared with your team or your client institutions.
Visibility across your whole office
Performance data is used not only for individual evaluation but also to understand how the office works as a whole. From the reports you can follow at which hours more calls are made, in which groups of files payment promises are received and on which dates expected collections are concentrated. This lets you plan shifts, work distribution and targets on real data rather than assumptions. Performance management comes from the call center, CRM and reporting features working together; it does not require a separate software or an extra tracking spreadsheet. Reviewing performance reports regularly gives staff review meetings a concrete basis and makes it easier to spread good working practices across the team.
Performance management lets you base target setting and feedback on data rather than guesswork. The scope of the reports can be defined together according to your office's needs. To see how you can monitor team performance in your enforcement follow-up processes, request a demo.
