It is based on information made available by the Anytown Tourist Office, and on views expressed by local people who were interviewed.
Although your choice of vocabulary is not as important for writing good reports as what you actually write about, to look professional you should you try the right type of vocabulary and not overuse the same words and phrases in your reports.
To help you know what words and phrases to use in your own reports, I have created the below online exercise. If you have already done the exercise on ' how to write business reports ' which explains what type of things to write about and how to structure them in a reportyou don't need to reread the report below again.
Just focus on the words and phrases in bold in the report and from the context which you find them in e. The report The following report evaulates the performance of a help desk in a small bank.
Then do the quiz at the end to check if you are right. Report on the customer help desk's inbound customer call performance Introduction The following report evaluates the current performance level of our customer help desk based in Pudsey, Leeds.
This report was produced in response to the results of a recent customer survey. This survey identified a high level of customer dissatisfaction with our company's help desk.
Of the customers who left a rating for the help desk in the survey, of those rated the service as bad or terrible. The purpose of this report is to identify failings with the current set up of the help desk which could account for this low customer rating. And to recommend changes to the help desk to improve the service provided to customers.
Procedure The findings which are contained in this report are predominantly based on a combination of statistics from the help desk's call management system CallCom and random monitoring of calls in total between customers and help desk analysts.
Both the statistics and the call monitoring stem from the same 7 day period 4 May to the 11 May In order to ensure the integrity of the results, during the period of evaluation, nobody in the help desk section was aware that an evaluation was being conducted.
After this 7 day period, a number of interviews with staff at the help desk the manager of the section, a team leader and 6 help desk analysts were then conducted to hear their views and opinions.
Findings Customer waiting time From reviewing the statistics from CallCom, one thing did stand out, the customer waiting time before a call is answered by an help desk analyst. The length of customer waiting time varied throughout the day. During most of the day, the average waiting time for customers was around 25 seconds, but during 5pm to 9pm except on weekendsthis rose to an average of 3 minutes and 44 seconds.
These 4 hours of the day, coincide with the highest call volume of the day for the help desk. Chart showing the average customer weekday waiting time and the average percentage of calls received during the period of the study.
During these peak hours of call volume, the help desk does have more analysts answering customer calls. On average 10 extra staff mainly part-time are answering customer calls during these peak hours. Length of call Not only did customer waiting time increase during these peak hours, but there was also an increase in how long staff were actually speaking with customers during these hours as well.
During 5pm to 9pm except on weekendsthe average time that analysts spoke to customers increased from 4 minutes 23 seconds to 7 minutes and 59 seconds.
Chart showing the average length of help desk analyst speaking time with customers during the period of the study. During these peak hours of call volume, the nature of the calls did not differ significantly from those received during the rest of the day.
But what did stand out was a difference between the length of time that full-time analysts spoke to customers during these peaks hours on average 6 minutes and 56 seconds and part-time analysts on average 9 minutes and 28 seconds. The statistics from ComCall indicated that although part-time analysts performed only slightly slower than their full-time counterparts on simple enquiries e.
Monitoring of customers calls supports this. On more complex enquiries, part-time staff put their customers on hold more often and for longer while they consulted with other staff to find out what they had to do.
Call procedures and processes The procedures and processes that are in place in the help desk for dealing with customer enquiries meet the industry's highest standards the standards set down in the Financial Services Association's customer service best practices.
Through monitoring calls between customers and help desk analysts, I can confirm that the vast majority of analysts always followed set procedures when dealing with customer enquiries. Furthermore, except for one or two occasions, they dealt with customers in a professional manner even when customers were aggressive.
The help desk's customer application system From conducting interviews with help desk analysts, one of the things they stated was an issue was the slowness of the help desk's customer application system. In particular, they stated that the system had a tendency to run slow at peak hours between 5pm to 9pm on weekdays.
Resulting in them taking longer to deal with customer enquiries. The monitoring of customer calls seems to confirm this.
Analysts performed tasks using the system a lot slower when there were more staff taking calls during peak call volume hours than when there were less staff taking calls during the rest of the day. Conclusion The findings of this report on the help desk's performance would strongly seem to indicate that there is a problem with dealing with customer calls only during the hours of peak call volume between 5pm to 9pm on weekdays.
During these peak hours, the average waiting time for customers was nearly 10 times higher than during other times of the day from an average of 25 seconds to an average of 3 minutes and 44 seconds.Typical formats for writing the date in English.
There are several different ways to write the date. They vary from formal to informal, and there are differences between British and American English.
Vocabulary for ESL learners and teachers. Examples and discussion of how to write a business report for English language learners including an example business plan to use as a template. English learners writing business reports need to make sure that the language is precise and concise.
The writing style used for business reports should present information without strong opinions.
So we are going to help you write an irresistible business report by providing six simple guidelines. 6 Tips to Write Irresistible Business Reports in English 1.
Content of this article How to write a good report Difference from essay Topics Structure Tips for good writing 1. How To Write A Good Report A report is a form of writing that is systematic, organized, and often tries to define or analyze a problem or an event.
Currently 1 Report Writing Examples Jobs - Mitula JobsSearch in your City · Thousands of Jobs · Simple, Fast and Safe · All CategoriesTypes: Healthcare, Sales, Consultant, Management, Administrative, Analyst, Marketing. The art of good report writing is to know what to include in the findings of your report and what not to.
Even the best writers of reports will be unable to predict everything people will want to read about in the reports they write.