Interpreting a Call Center Metrics Dashboard with The Connection®

When you outsource your customer service to a professional call center such as The Connection®, you expect their agents to do a great job on behalf of your company and your customers. But how do you know if they are performing as promised? At The Connection®, we use a call center metrics dashboard tailored to each client.

Download our Sample Call Center Metrics Dashboard.

Our call center metrics dashboard shows day by day results as well as cumulative weekly and monthly totals, arranged on an easy-to-follow matrix. You can get into the weeds and study the details or you can also see the big picture at a glance regarding how we did (and, by extension, how you did). We share it with you regularly and go over it with you personally so we can answer any questions you may have.

Establishing Metrics That Matter to You

To create your dashboard, we discuss with you which measurements are most relevant for your business. In addition, there are some measurements we use for every client because they are industry standard and provide great benchmarks. Good examples of these are Average Speed to Answer and Call Abandon Rate. Today’s customers are impatient, and if you leave them hanging, they may leave you hanging, and we don’t want that!

We also establish key performance indicators (KPI) – numbers or percentages that identify the performance goals that we have agreed with you are important to meet. We measure data daily to get the greatest insight into trends that could influence forecasting decisions (for us, in managing your customer service, or for your company in making business decisions). As we study monthly results, we also look for anomalies in the data, with an eye toward understanding the cause.

Whatever the specific KPIs we use for your business, our call center metrics dashboard is jam-packed with useful, insightful data.

How the Dashboard Presents Data

Across the top of our matrix, we list each item to be measured, with corresponding KPI goals as appropriate.

Download a PDF version to get a better view of the report.

In our example you can see:

• Calls offered (incoming calls)
• Calls handled
• % handled
• Calls abandoned
• % abandoned (with KPI of <5%)
• Service level (with KPI of 80%)
• Average speed of answer (with KPI of :30 or less)
• Average handle time (from call answer go resolution)

We also track the volume of incoming emails and the number and percentage handled.

Down the left side of our matrix, there is a line for every day in the reporting month, with sub-sections for weekly totals and, of course, monthly totals that appear across the bottom line.

Interpreting the Data

In the world of answering and responding to contacts (voice, email, webchat), many KPI’s are interconnected.  We separate the cause from the effect to ensure the correct decisions are made from a workforce perspective. That way, calls are handled within compliance and within the quality standards that are key to how we represent your company and your brand to your customers.

Access our Call Center Metrics walkthrough to get the full interpretation of this sample report.

See for Yourself

Listen to our Call Center Metrics Demo as Brad McNeive, one of our Program Managers, walks a client through a monthly report to demonstrate how it works. You will quickly see just how informative our call center metrics dashboard can be for your business.

2023 Buyers Guide

Get Listed

Automation

 

1.)

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.

2.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

3.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

6.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.)

OpsTel Services SPEED & PLUS 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 Perfor... (read more)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 & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

View more from The Connection

Recent Blog Posts:

Healthcare Call Center Best Practices: Work with a Qualified Call Center	March 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®	February 13, 2020
Benefits of Outsourcing Your Appointment Setting Services	January 30, 2020
Customer Service Trends to Look Out for in 2020	January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid Them	November 21, 2019
Call Center Staffing: Best Practices for an Outstanding Team	October 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center Metrics	October 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPS	May 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call Center	March 28, 2019
Call Center Training Tips for Managing New Hires	March 7, 2019