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The Reporting Engine - Blog

Top 10 Metrics to Calculate Call Center Agent Productivity

At the heart of any successful customer experience is an efficient and well-trained call center agent, which answers incoming calls timely, route them to the appropriate department or person, and otherwise enable an effective and quick solution to clients and customers’ calls.

According to a report, 97 percent of consumers globally say customer service experience influence their buying decisions and brand loyalty.

The job is more than just answering calls; it involves establishing customer relationships based on satisfaction and value.

Setting metrics allows a call center to know it is delivering high-quality service consistently.

The right key performance indicators (KPIs) or metrics helps a business to measure specific capacities effectively.

Generally, calculating success in a call center includes looking at different metrics, some of which are easy to gather, such as average handle time, the number of calls fielded, etc., and others are quite tasking to standardize, such as level of productivity of after-call work and off-call time, quality of an agent’s call, etc.

With these sets of call center metrics, businesses can easily understand agent performance at the team, agent, or center-wide level.

Managers and directors can use these insights to correct any deficiencies or motivate higher levels of performance.

Besides, this data can be used to reward top performers and celebrate team successes.

1. Customer Satisfaction (CSAT)

Customer Satisfaction is the level of satisfaction callers have with a company and its services and/or products.

Satisfied customers tend to stay longer, buy more, as well as share their experiences.

Your goal is to maintain high caller satisfaction while keeping service costs low.

Keeping employees happy, resolving calls the first time, and eliminating hold time are some ways customer satisfaction can be improved.

Keeping your team happy depends on several factors, including access to intuitive and user-friendly technology & tools, a robust company culture, and ensuring that staff have a voice inside your company.

Engaged staff who are fully supported with effective tools will ultimately help create satisfied customers.

The best way to improve customer satisfaction is by resolving a customer’s query the first time.

According to studies, customer satisfaction ratings will be 5 to 10 percent lower when they make a second call for the same query.

Not only does eliminating the need for callers to wait on hold increase customer satisfaction, but it reduces costs for contact centers as well.

It is easy to learn how your customers feel about your company’s services by conducting surveys through IVR, email, or SMS.

These surveys help businesses collect metrics such as customer satisfaction scores, net promoter score, customer effort score, and customer engagement score.

These metrics help you determine if customer satisfaction was actually increased or decreased.

With the right call center reporting, you can use the available data to constantly advance your business while also improving customer satisfaction.

2. Service Level

Service level is defined as the percentage of answered calls within a pre-defined number of seconds.

It is important you set your service level target at what you can reasonably achieve, given the expected call volume and your staffing level.

A vendor can sign a Service Level Agreement (SLA) or contract with a client to seal an agreement.

The SLA contains the standards and requirements in which the contact center operation is based on.

The Service Level metric measures an organization’s alignment with the targets and goals within the SLA.

Some factors that can affect the Service Level include the amount of an agent’s absenteeism, high ticket or call volume, and unplanned service outages.

The aforementioned factors have to be addressed to make sure a call center conforms to the stipulated terms in the SLA.

A 2016 survey has shown that 62.7 percent of call center managers see Service Level as the most critical call center productivity metric.

By utilizing a reliable call center reporting software, you can accurately measure performance-based results.

Real-time access allows the service vendor to identify problems and take the right action.

A call-back option is another way you can ease call volume spikes, by diverting calls to periods when your agents can handle more load.

3. First Call Resolution (FCR)

First Call Resolution is a percentage of customers that don’t need any further help from agents to their concerns.

The caller doesn’t have to contact the company again, nor does any agent need to follow up.

The FCR metric is one of the top metrics for customer experience as it looks at both effectiveness and efficiency.

According to a recent poll, more than 60 percent of contact centers track FCR as a KPI.

To improve this metric, you need to focus on three areas: product, process, and people.

If you are having quality issues or something continues to fall over time, listening to the types of complaints driving these repeat calls and examining your product, processes, and people can help you see what can be done to improve FCR.

Another way you can improve this is by sitting with your agents and watch how they handle calls.

They need enough information to resolve customers’ queries on the first call.

To speed your resolution rates, ensure your agents use high-quality troubleshooting skills, are firm on resolving the appropriate problem, and have excellent listening skills.

They have to sound confident, predict queries that customers might have, and be committed to resolving their queries.

Businesses with a high FCR score are known to see a higher CSAT score.

In fact, for every 1 percent in FCR, businesses see a 1 percent boost in CSAT, as well.

Additionally, businesses that focus on this KPI have higher employee satisfaction and lower operating costs.

4. Abandon Rate

The number of calls that hang up before connecting to an agent is the abandon rate.

This number doesn’t include those calls that get a busy signal.

When examining your abandon rate, it’s essential to know that there are some people who call a wrong number and hang-up once it is not the company they want to reach.

These false abandon rates are typically calculated within the first ten seconds, and in most centers, this is usually between 1 to 2 percent of the total calls.

Abandon rates are typically linked to how fast a call center agent answers a call.

Answering calls faster results in a lower abandon rate.

When the abandon rates are too high, it can lead to poor customer service and lost sales opportunities.

5. Average Handle Time (AHT)

Average Handle Time is the sum of average After-Call Work and Average Talk Time over a specific period.

After-Call Work is the average amount of time agents take to conclude a call.

Average Talk Time is the average amount of time an agent talks to a customer.

Average Handle Time is the average time spent by a call center agent in handling customer transactions and issues.

Effective coaching of your agents ensures that the methods, techniques, and skills learned in the course of the training are applied and practiced during interactions with customers.

This coaching shouldn’t only be limited to product knowledge and call handling but should be extended to tool familiarity.

According to a survey, 32 percent of respondents noted that interaction via phones was the most infuriating customer service channel.

Consequently, these metrics allow contact centers to better understand their service level by testing an agent’s efficiency and performance as far as exigency in resolving customer concern is concerned.

Another effective way to lower AHT is through automation.

A call center reporting software can help make things easier for your agents as it streamlines applications and processes for easy navigation.

Whether it is with floor walkers or well-written workflows, always strive to help your agents.

6. Adherence to Schedule

Adherence Schedule Rate (ASR)measures how agents are managing the work they are assigned to do.

A high ASR score means they are, and a low score means they are not.

Since agents can’t answer calls for 8 hours straight, it is impossible for the schedule adherence rate to be at 100 percent.

Call center managers can help their agents learn the best way to manage their time, streamline their tasks, while also remaining productive.

You can do this by looking for schedule adherence around the start and end of a shift as well as the edges of breaks.

7. Agent Occupancy

Agent occupancy is the amount of time a contact center agent is handling a call or performing after-call activities in the course of their shifts.

The report gives managers another way to track call center productivity.

It examines the total amount of time agents are logged in to the system and willing to help customers, whether they are in between interactions or actively engaged.

Many call centers try to keep their agent occupancy KPI between 70 to 80 percent in order to maintain an ideal balance.

If the number is too high, it means your contact center is receiving many calls, and your agents are mostly busy.

This may be a sign of burnout for some agents and managers have to hire more hands to handle the increased call influx.

8. Cost Per Contact

Cost Per Contact is a measure of how much a caller costs your contact center and is a vital part of cost-benefit analysis.

Each time an agent sends an email or picks up the phone, it costs the contact center money in operating costs and wages.

This metric is closely related to adherence schedule, AHT, and Call Resolution.

Monitoring this metric over time allows you to account for oddities and fluctuations in the data to measure the average cost per contact that is used as a benchmark.

This metric allows the contact center manager to measure efficiency.

Once a certain level of increased calls is reached, you may need to add workstations, supervisors, and agents.

To reduce costs and improve your call center’s efficiency, you must implement effective measures aimed at lowering your cost per contact.

Appropriate agent scheduling can help to reduce the cost per contact.

Considering factors such as an agent’s adherence level and peak call times while scheduling your agent’s shifts can reduce the cost per contact and improve customer service.

Another way of keeping your costs down is by maintaining high call quality.

Implementing live call monitoring is the best way to achieve this goal.

A call center reporting software can help with agent scheduling and live monitoring to make your customers’ experience flawless.

9. Call Resolution

The Call Resolution metric is a measure of the outcome of the calls handled by an agent to monitor how well your customer’s issues are resolved.

The objective of any call center is to resolve calls quickly to deliver high-quality service and to meet SLAs.

Resolving customers’ issues on the first contact is an indicator of call center efficiency and customer satisfaction.

The truth is that some issues may need several contacts or calls before they are resolved.

For example, a problematic technical issue may require a number of calls with several agents to resolve the problem.

Contact center managers must ensure that each contact method is tracked to ascertain each method’s effectiveness.

Once targets and benchmarks have been established for Call Resolution, using a call center reporting can be critical in monitoring this KPI.

10. Agent Turnover

Having a high agent turnover in your contact center can be damaging to your contact center’s bottom line and Employee morale.

So it is essential for contact center managers to take appropriate steps to reduce turnover within the contact center.

Also, it is crucial to have a holistic understanding of how to measure your agents’ turnover accurately, so the data can be acted upon accordingly.

Make the lives of your agents easier by giving them the call center reporting they need to succeed at their work.

Provide your team with an advanced reporting system that offers advanced features, a user-friendly interface, and easy integration with other tools.

When you measure the productivity of your call center continually, you get real-time information about what is happening in the call center.

A call center reporting software allows contact center managers to catch a glimpse of how the call center has performed over a period of time.

Operational managers and team leaders will be better able to make decisions and implement workplace innovations when they are able to access relevant information.

With informed interpretation, metrics, and the right tools, call center owners have the power to accelerate the company’s growth and provide top-notch customer experience.

The Reporting Engine is a call center application that allows managers or users to analyze complex data with ease.

The call center tool is a cloud-based software that is designed to reduce the costs of creating reports and eliminates dependency on a development team.

This allows your management team to spend more quality time with their people instead of wasting it on multiple reports.

Gain more Insight from Contact Center Reports today!


Publish Date: January 23, 2020 5:00 AM

5 Tips to Improve Your Call Center Reporting

Contact center systems provide tremendous amounts of data about the agent’s performance, the call’s flow, and the caller’s experience.

However, it’s often difficult to sift the mountains of data into just the key metrics that we need.

So contact centers managers need insights instead of just swimming in that sea of data elements.

With access to a wide range of digital touchpoints for conducting research, connecting with peers, and making important buying decisions…

consumers are more empowered than ever before.

It is now left to organizations to provide a level of service that is outstanding across the board.


A recent survey showed that the top priorities for organizations were metrics, business intelligence, and reporting.

The survey also stated that improving call center reporting and analytics was one of the top challenges currently faced by contact center managers.

Expert reports have predicted that by the year 2020, customer experience will surpass product and price as the key brand differentiator.

There is no doubt that providing a flawless level of customer service is vital if you want to enjoy a sustainable and successful commercial future …

…and it is very likely your call center is the heartbeat of your entire consumer-facing operation.

That said, to improve the overall intelligence, performance, and productivity, you will have to leverage the wealth of digital data available at your disposal.

And the best way to do so is by using call center reporting.

Before delving into the various ways to improve your call center reporting, it is important to consider the role of data in customer service…

…and the level of insight these information can give you to develop a successful business intelligence strategy.

Importance of Data in Customer Service

“If you are able to listen to data, it will talk” – Jim Bergeson.

Data analysis offers the means to identify your triumphs, faults, weaknesses, and strengths in a variety of areas…

…and you can use this information to enhance and improve your business – customer service is one of these areas.

It is imperative to understand your consumers and their interaction to deliver a truly exceptional customer service level…

…that is where call center data analytics come in.

Call center reporting helps organizations take corrective measures to monitor agent performance, set internal targets, and analyze efficiencies…

…in different areas including response rate, complaint resolution, and overall productivity levels.

There is now an exceptional increase in the way data is produced.

For instance, 3.46 million searches are performed per day via Google alone and 1.2 trillion every year.

This means the data is out there already and you can significantly improve every element of your call center by using it to your advantage.

This history of commerce can be traced back to 150,000 years, with the only viable means of customer service being face-to-face communication.

Today, we have not only a multitude of communicative methods but also a depth of digital insights…

…that can help us make critical customer service-based decisions – and call center reporting makes sense of the wealth of available information.

What is Call Center Reporting?

Call center reporting is an intuitive visual reporting tool that displays a wide range of relevant call center KPIs…

…and metrics that allow customer service teams and managers to optimize and monitor performance as well as spot emerging trends in a central location.

The digestible nature of visual displays of these reports helps to simplify analysis, thus reducing data consumption time significantly.

The interactive nature of a call center report also empowers users to easily extract invaluable data in real-time.

The fast track to improved customer service intelligence are the data visualization tools and robust call reporting dashboards that exist for that very purpose.

Key Steps to Improving Your Call Center Reporting

1. Understand the Available Data

It is important to understand the underlying data that is available to you and how to calculate the various metrics.

For our customers, this is very critical to understand and not only ensure they truly know their data but can interpret it properly.

2. Track the Right Metrics

It is also important to focus on the metrics that matter most as there are so many and some are the wrong ones.

We will discuss more about which metrics you need to focus on for successful call center reporting later in this blog post.

3. Monitor Them Regularly

You have to monitor your results daily.

It is not every metric you need to look at every day, so we will discuss the important metrics you should look at and how often.

4. Implement Change Management

You also have to consider what call center reporting has on your agent’s motivation, your compensation, and your organization.

Who gets extra perks?

Who advances in their career?

Will the reports determine who gets more desirable shifts?

How will these metrics impact morale?

You have to put extra effort into Change Management and communicating with your teams repeatedly about any changes, especially when their career is impacted.

5. Take Corrective Action

The final step to improving call center reporting is to recognize when the metrics are telling you corrective action is needed…

…and the necessary steps to achieve your organization’s desired outcomes.

Key Call Center Reporting Metrics for Evaluating Customer Engagement

Service Level

Service level is calculated as the percentage of inbound interactions answered within your organization’s goal.

80/20 or 80 percent of calls answered within 20 seconds is still the most common goal in our industry for voice interactions.

Service level goal offers the optimal balance of contact center efficiency and customer satisfaction.

Many organizations like the average speed of answer (ASA) as a substitute for service level.

But we advise you to avoid it because it is an average and can be misleading.

This is because many callers are answered right away without waiting while many callers wait in queue longer than the average.

Another drawback of this metric is that it ignores abandoned callers.

Typically, this metric is applied to non-deferrable interactions like web callback, chat, and calls.

Response Time

Often, response time is used for deferrable transactions like email where the customer is not expecting a live agent to be waiting to help them.

Response time is how quickly a customer will receive a response from an agent.

For instance, if your goal is to answer all emails within one business day, the expectation is that 100 percent of those emails will be answered within that period.

You need to measure how you achieve that goal consistently.

Answer Rate

Answer rate is simply the percentage of answered interactions.

This is critical because our goal is to address all interactions and perhaps we don’t get them as quickly as we would like to.

Typically, you should focus your secondary call routing approaches to ensure your customers get as many interactions handled as possible to minimize those abandons.

In reality, all organizations have a percentage of interactions abandon and that is quite normal.

It is very impractical to operate with no abandons unless you have unlimited funds.

Additional Call Center Reporting Metrics to Consider

Track Service Level by Interval

If you want to achieve a higher standard, you can track service level by interval and not as an average across all intervals.

There are periods where the call center is skeleton staffed in many organizations where the results are not quite as good.

But when combined with other intervals where you have a fully staffed call center, the overall service level for the day hits the mark.

The overall percentage of service level would drop if some organizations measured it by the percentage of intervals.

Tracking service level by intervals is a great way to see how consistently your desired results are delivered throughout the day.


Since you pay call center agents to be on the phone, you may consider any time not on the phone as unproductive – that may not be accurate entirely.

Occupancy is a by-product of leadership’s ability to set the right service level goals and properly staff the call center.

The higher the service level goal, the lower the occupancy.

Some people think occupancy equals productivity, but it is a measure of leadership’s ability to find the right balance of volume to service level goals to staffing.

There is an interrelationship here between these dynamics you need to understand.

Once you understand it, you are in a better position to effect change by championing the need based on this knowledge.

It is also an important barometer to know how close your call center agents are to burnout.

Most agents will be impacted negatively once occupancy gets into 80 percent or higher.

Idle Time

This is another measure that allows leadership to gauge overall resource capacity planning.

Are your agents sitting idle too much, are your service level goals too high, or are you overstaffed?

These are all important questions you need to ask to ensure a successful call center reporting.


Turnover is a measure of an organization’s ability to provide the right compensation, the right tools, strong leadership, etc.

It is another bellwether metric that shows the overall hiring and employment practices of the organization.

Workforce Management

For those customers that have deployed a workforce management solution, key metrics include the actual volume vs forecast and the actual staff vs scheduled staff.

This solution allows consumers to achieve 95 percent forecast accuracy.

Having the right forecasts lead to optimal schedules, aligning staff with the inbound interactions which lead to higher customer satisfaction and service levels.

Accurate forecasting is a combination of art and science, as well as more precision achieved, will lead to a contact center with a strong plan for each day.

Benefits of Call Center Reporting

“Your greatest source of learning are your most unhappy customers” – Bill Gates.

Call center reporting is vital to the success, cohesion, and ongoing health of your business’s customer service activities.

To put the power of these reports into perspective, here is a glance at the benefits of call center reporting.

  • Call center reporting can help to exponentially improve your customer-facing interactions by helping to increase overall productivity while also improving resolution rates and complaint response.
  • Call center reporting provide a level of insight that will help enhance service, cut costs, streamline your processes, and spot service inefficiencies.
  • Call center agent metrics will help you support those in need of help in particular areas of the role and also help you engage your staff by using a more personable approach. These will lead to a happier workforce and enhance the level of support given to your customers.
  • Having a robust call center reporting and analytics lets you spot trends and deal with any potential threats as they occur. It also allows you to nip them in the bud before they spiral into more time-consuming and detrimental problems.
  • As the data is presented in a visual, intuitive, and interactive format, it is possible to absorb, view, analyze, and share important call center data with ease, helping cross-departmental collaboration and saving time.

According to a survey, 54 percent of customers now have higher expectations from their customer service.

In this digital age, customers judge businesses and brands based on the customer service level they deliver.

So to thrive and survive in tomorrow’s world, it is essential to ensure your call center operates at an optimum level.

Using call center reporting to your advantage lets you make the enhancements, changes, and tweaks necessary for tangible long-term success.

This makes your customer service department an intelligent, productive, efficient, and well-oiled machine long into your organization’s future.

To find out more information, you can explore the incredible power of our custom demographics.

If you are eager to learn more about the world of reporting, contact one of our experts to guide you.


Publish Date: October 1, 2019 5:00 AM

Important Questions to Ask When Choosing Your Call Center Software

There are many benefits to using call center software, but you’ll want to make sure you choose the right product for your needs. Here are some of the most important questions to ask why evaluating your options.

Keyword(s): call center software

If you run a call center, you know just how many customers you could be losing with one wrong move over the phone. Did you realize that your call center software could be just as vital to ensuring you keep customers interested? Whether you’re looking for a new piece of software or wondering what you’re missing, call center software could take your call center to the next level.

Here are four questions to ask before you choose your next piece of call center software.

1. How Flexible is It?

As the way business is done has changed in every industry, call center software needs to have the flexibility to change with the times. If it can give you the ability to disperse your workforce or run tasks wherever you are, you know you’ve found the right software.

Since your team can’t always be located on premises, you might need hosted, cloud-based, or browser-based solutions. Since call center software can be configured in just minutes to have teams up and running, you can hire a remote workforce or even work while you travel.

2. Is It Scalable?

When you’re looking for the ideal call center software, you need to ensure it scales with your business.

You should be able to add and remove your agents at a moment’s notice. You should also be able to pay per agent, at a prorated figure for your flex agents.

You need to inquire how much you’re paying for the minutes you use. Some solutions only bill you for the minutes that you use while others require that you buy minutes in bulk in advance.

Depending on the size of your enterprise, you might need to have a dedicated staff to manage the software. If you can’t afford that, the solution for doing it yourself should be easy to find.

3. How Long Will it Take To Implement?

While some software is easy to use, those solutions might be difficult for you to implement. When you’re looking for the ideal solution, you need to ensure that you won’t be waiting months to get started. If you can’t be up and running in a few minutes or a few hours, you should steer clear of that software.

Customer satisfaction is your number one motivation for implementing new solutions in the first place. If your implementation gets in the way of your daily operations, it’s the wrong solution for your team.

4. Do They Offer Technical Support?

No matter how clever your team is, you’re going to need technical support at some point for your software. If something crashes, if updates don’t vibe with other software you use, or if you need to add new features, you need 24/7 support.

Companies who understand how vital their software is to help your customers will know and respect that. They’ll be available whenever you need them.

Call Center Software Needs To Fit Your Team

When searching for call center software, it’s not about finding the piece of tech that offers the most bells and whistles. It’s more about finding one that can fit the needs of your team. If your team feels comfortable with it and it checks off all the boxes, that’s the software for you.

For more info on how call center software can make your team more customer-centric, check out our latest guide for tips.


Publish Date: August 24, 2018 5:00 AM

5 Benefits of Using a Call Center Reporting Software

As a manager with a call center, you’re going to want to make sure everything runs smoothly, which is why you need call center reporting software. Need proof? Here are 5 benefits you can expect to get when you start using this kind of software.

Running a call center can be a nightmare if you don’t use the right tools. As a manager, you want all your operations to run smooth. This includes your call center.

One of the best tools you can use is call center reporting. Are you using this type of software for your everyday operations? If you aren’t you should consider getting the right one for your organization.

Don’t think your operations will benefit from using this software? We’ll tell you what benefits you’ll get when you start using this software in your everyday operations. Read on to learn more!

Call Center Reporting: Why You Should Get Your Software Today

Call center operations aren’t an easy thing. But, the right tools can help you improve and keep consistent performance. High-quality performance is a must for company growth.

You might be thinking a call center reporting software won’t help your business grow. Yet, this software can be the key to taking your call center performance to the next level. Here are 5 benefits you can expect from this kind of software:

1. Getting Ready for the Future

Any business has to look ahead. The key to success thrives in designing the right strategy for company growth.

This software can help you meet your goals and develop performance plans. Also, it can help your business forecast trends and employee performance.

2. Quality Control and Keeping a Professional Branding

A customer wants to trust the representative and company they’re doing business with. That’s why it’s important to keep a quality control system in place. This software will give the insight on the performance of your representatives.

3. Performance Indicators Tracking and Data Storage

As a manager, you need to access real-time data and performance indicators. The right call center software will give you access and options to filter all this information.

Tracking your employees’ performance can help you know where your staff is going wrong. This way you can make the necessary adjustments to help company growth.

4. Everything in One Platform

This type of software will give you access to all data in one platform. Instead of switching between the CRM and Call Center Software, your representatives will access everything in the same place. Using only one platform will help improve your staff’s performance and customer satisfaction.

5. Access Your Reports 24/7

The right call center reporting software will give you access to your reports anytime anywhere. You won’t have to rely on analysts to produce your call center reports.

Also, you’ll be able to tailor your reports to your needs. That means that you can integrate information such as customer data and sales. These reports will provide you the insights you need to make the best business decisions.

Will a Call Center Reporting Software Improve Your Everyday Operations?

Yes, using call center reporting will improve your everyday operations. This type of software helps you keep a record of call center key performance indicators.

The data will help you pinpoint where your staff can improve. If you get the right software for your company, your call center operations will run smooth.

Need the right call center reporting software for your company? We can help! Contact us to request your live demo today.


Publish Date: August 9, 2018 5:00 AM

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