Average response time, quality, adherence, teamwork, and dependability are one of the few reporting metrics used to measure an agent’s effectiveness. And as a responsible business owner, you’ve every right to ensure that your live chat team is following the set protocols while managing the chats. So, we make agent performance tracking easier for you with multiple, essential, KPIs that give you confidence in your live chat team.

Agent performance is one the most important factors (if not the most important) in call center success and at ChatPandas we take measures to improve it on a collective level. We take reporting from qualitative metrics and also note quantitative behaviors and trends.

Being your live chat team, we perform more functions than just taking chats on your behalf, and creating revenue projection reports is one of these duties. We not just tell you when, where, and how much budget is required but also predict estimated revenue in the coming quarter or at year-end. This reporting method gives you an insight into the ratio between your efforts and the revenue generated through live chat support.

At ChatPandas, we take feedback very seriously as it gives us the insights into customer’s needs and their complaints. We convert this feedback into actionable reports so you have a clear picture of which one of your marketing and sales campaign are producing results and which aspects need revisiting.