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Call Center Tracking: Why Tracking Results is Important - Electronic Voice Services, Inc. - ContactCenterWorld.com Blog

Call Center Tracking: Why Tracking Results is Important

As a manager, the Parrot Cloud Contact Center gives you many ways to customize your settings and implement call center tracking. Customizing your settings is useful because businesses have their own unique needs and vocabulary. For instance, an insurance call center would have very different terms and need to track very different results from a 911 call center.

Call center tracking is key to understanding how effective your agents and processes are. However, you determine the meaning of those results. Making sure your carefully plan and implement achievable goals. Don’t be afraid to experiment to find the best solution. Otherwise what you track will not be useful results for you call center.

Tracking Using Dispositions

While the system will automatically disposition certain calls, such as not in service or busy numbers, for live answers the agent will have control.  At the end of their call an agent will pick out a disposition or status for a call – a statement about how the call ended. While the Cloud Contact Center comes with preset dispositions, they can be customized, changed, or added by a manager for relevancy to your business. The importance of setting up relevant dispositions is to better aid and organize your agents. Dispositions can be used to track what to do with a customer. Has a sale been made? Does the client need a callback? Should you add that number to your internal do not call list? All of those questions can be answered easily with dispositions. Dispositions can be changed under the System Statuses menu or our support team will be glad to assist.

Call Center Tracking in Reports

  • Track Calls in Real-Time Report – This field is where you can select whether you want the call to be tracked in the Real-time screen as an incoming IVR (Interactive Voice Response) type call.
  • Lead Export Report – In this report you can pull all leads in a specific disposition or status to see the lead info, notes, and what agents completed these
  • Outbound Calling Report – In this report is breaks down a total list of each of the dispositions for a specific time period.
  • Tracking Group – This is the ID that you can use to track calls to a Call Menu when looking at the IVR Report.

Custom Fields/Forms

The Parrot gives you the ability to create custom fields or forms in the dialer. If you need an agent to gather info separately when in a call, you can create a custom form for the agent to fill out and submit while they are on the phone. That form can then be emailed to a manager.  This can include custom fields, drop downs, radio buttons, and text boxes. Custom forms can be found on the “Form” tab of the agent interface. Once a Custom Field is created for a List, that field will be visible on the lead loading page for that List. Use the “Copy Custom Fields” to easily copy created fields to new lists. Custom forms can not be used to filter leads.

Custom Reports

Parrot comes with several pre-fabricated reports such as: the Real Time Main Report, Outbound & Inbound reports, and Agent Performance Detail reports. However these reports may not fit the needs of your company. Call center tracking’s relevancy is dependent on what you choose to track. Our programmers can coordinate with you to develop reports custom-tailored to your business to show the statistics that are important to you. There may be a development charge for this depending on the time and scope of the project.

Using Buttons

Web Form

In Campaign options you can set up a custom web page that will be opened when the user clicks on the WEB FORM button. The “web form” address can use custom variables just like the script functionality can. Through Web Form buttons, agents can link to web pages such as Google Maps, calendars, and link up CRM systems.

Calendar

Different calendars can be used in conjunction with Cloud Contact Center. Below we have link to a good one for appointment setting: Teamup.com (Example: https://teamup.com/ksc584b1c0080884d6).

The benefits of using Teamup.com include: it’s free to use, allows agents to see when other appointments were booked, no need to have separate logins, can have manager versions.

CRM Integration

Different CRMs (customer relationship management) can be integrated with the Cloud Contact Center. Depending on the CRM, it can be integrated via open API:

  • Sending a new lead into a CRM system using a disposition
  • Opening a synced CRM lead in a new tab when the call is live
  • Other CRM integration may be available

Conclusion

Call center tracking is an important part of managing a call center. Without knowing how well or how poorly you are doing and for what reason, you’ll never be able to improve or maintain consistent performance. Good tracking will lead to good forecasting, allowing you to create attainable goals.

What you track is also important. An inbound call center will have different needs from an outbound call center and even industry matters. You can customize dispositions and forms so that your agents can have relevant terms and information when taking or returning calls. At EVS7, we can custom tailor your reports to fit your needs. Knowing results that are key to sustaining and improving your call center also gives you room to be creative and try new solutions.

Start Your Free Demo Now

Cloud Contact Center

Interested in how our Cloud Contact Center fits in with your company? Try our free demo today.
Start Your Free Demo Now

 

Source: https://www.evs7.com/blog/call-center-tracking

Publish Date: March 28, 2016 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Electronic Voice Services, Inc.

Recent Blog Posts:
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Call Center Tracking: Why Tracking Results is ImportantMarch 28, 2016 5:00 AM
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