The Reporting Engine - ContactCenterWorld.com Blog
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
Many leaders believe that technology can help employees improve their capabilities to perform well in their jobs. This assumption could be detrimental to your business. As a leader, you need to understand that technology is now the essential part of any system that could have a drastic impact on all levels of the organization.
In the modern business world, successful leaders let go of the old fashioned thinking and leadership approaches and change their resource model. The new approaches have specifically changed the way business managers use their information resources to make effective decisions. Considering the fact, The Reporting Engine provides an exceptional option to contact center leaders to help them elevate their leadership capabilities using a comprehensive data management system.“Built into The Reporting Engine are over 20 years of contact center management best practices aimed at making better leaders and more positive working environments for your agents,” Gilles Beaulac from The Reporting Engine comments.
Let’s have a look at how the tool helps contact center managers improve their leadership and the overall business performance.
Get Reports Anytime, Anywhere
Previously you had to rely on business analysts and technology experts to generate reports. However, The Reporting Engine has made it easier for you to create and get reports whenever you need. With the simple and more convenient report generation feature, you can view and share insightful data and information on all aspects of the business with key stakeholders. Using integrated reports as well as individual reports on financial, sales, and customer data, you can make more accurate, fact based business decisions.
Redirect Your Employees’ Energy to Other Important Tasks
With The Reporting Engine, you can allow your employees to collect data from multiple sources using integrated software. This enables agents to collect information with enhanced speed and more accuracy, freeing them from the tedious process of data management. The efficient collection of data not only saves your employees’ valuable time and effort but also improves their productivity, redirecting their efforts towards more important and profitable operations.
Create an Empowered and Engaged Culture
When leaders spend more time behind their desks, they tend to have limited interaction with their agents. However, using an innovative data management solution, leaders can encourage engagement and interaction among team members.
In addition to this, by allowing contact center agents access to a larger set of information, you empower them with more control which also contributes to improving employee engagement.
If you are looking for a comprehensive contact center solution to improve your leadership and the overall performance of your company, contact us today!
Publish Date: April 12, 2015 5:00 AM
Since businesses have shifted their focus from revenue generation to customer satisfaction, companies are more inclined to adopting customer centric business strategy to achieve long term profitability and growth. The concept of customer centricity views company from the perspective of the customers thus, allowing firms to understand their customers’ needs and expectations more conveniently to deliver a better experience.
Increasing Customer Satisfaction
The purpose of the customer centric business strategy is to elevate customer experience and satisfaction. By identifying what the customers like and tailoring services to meet their expectations, companies can eliminate the risks of losing customers to competitors in the long run. For example, an individual who does not want to receive promotional offers from the company can be removed from the target list to eliminate the source of irritation and deliver a positive customer support experience.
Delivering a Unique Customer Experience
In this competitive business environment, providing satisfactory services is not good enough. About 80 percent of customers tend to switch or stop doing business with a company even when satisfied. The reason behind this is that customers are constantly looking for something extra for the price they pay to acquire a service or product. A customer centric approach gives your clients a unique experience to share with others.
Recognizing Opportunities for Improvement and Growth
By staying closer to customers, contact centers can better understand the needs and expectations of their clients, which may allow them to identify and take advantage of the opportunities for improvement and growth. For example, by collecting regular feedback from their customers, contact center agents can tailor their services to suit customers’ preferences. This can allow them to deliver improved services to each customer individually.
Increasing Customer Loyalty and Market Share
By offering consistent services, contact center agents can build a loyal customer base. As customers are more likely to prefer the company that they think understands their needs well, this can increase your market share as well as profits. Considering the growing use of the approach in modern businesses, companies need to understand that they can run the risk of losing customers, market share, and profits to competitors in the long run if they do not focus on customers or fail to deliver customer centric services.
If you want to create an efficient customer centric business strategy for your contact center business, contact us now and get our comprehensive call center solution today!
Publish Date: April 4, 2015 5:00 AM
Enhancing productivity and efficiency of call center agents may seem an overwhelming task. However, by making a few changes in your system, workflows, and work practices, you may create a huge impact on how your contact center staff develops more and more satisfied customers.
1. Train Your Agents
Training is one of the key drivers of success in contact center business. By applying the knowledge, skills, techniques and practices that the agents learn during training, they can drastically improve the overall performance of their services.
Also, educate your workforce on how they can create a lasting impact on their customers and contribute to the success of the organization in the long run.
2. Empower Agents with Real Time Information
Agents empowered with updated or real time information can perform more efficiently. The information and metrics related to the company’s products and services as well as the operational data such as the number of callers in the queue, status of the agent, longest waiting time in the queue etc. can help agents become more efficient and effective at service delivery. Besides, the real time comparison with other agents can create a competitive environment, boosting their performance and motivation.
3. Create Teams with a Diverse Range of Skills
Every agent has unique skills set and knowledge base. These agents can help each other to achieve their individual, group, and organizational goals. In addition to this, creating teams with diverse skills set can also improve collaboration and cooperation among various teams in the company.
4. Establish a Transparent Performance Appraisal System
When your employees have trust in the transparency of your system, they are more likely to feel motivated and satisfied with their job. Also, a transparent system fosters a positive environment for personal growth and development which ultimately has an impact on the productivity within the contact center.
The performance appraisal system should be a combination of both qualitative and quantitative measurements. Regarding this, Gilles says, “Although metrics are indispensable to organizations, they remain the effect, not the cause. Avoid managing by numbers: let the metrics raise flags, but focus on process and behaviors that lead to results.”
5. Promote Flexibility and Creativity in the Contact Center
Allow flexibility and creativity rather than forcing strict scripts in order to improve the agents’ engagement on a level that becomes personal to them. Through flexibility and freedom, contact center agents can also customize services in accordance with the needs of each customer, thus providing a better customer experience.
Looking for an efficient contact center management program for your business needs? Contact us and request a live demo today!
Publish Date: April 3, 2015 5:00 AM
Due to a rapid growth of technology and increasing use of holistic approaches in businesses, the competition in customer support industry has increased substantially. Not only have the developments changed the entire landscape of the industry, but has also transformed business philosophy from productivity to customer centricity.
The customer centric business needs a thorough understanding of each customer individually to execute strategy and deliver greater results, creating greater value. According to Gilles Beaulac, “Customer Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.” Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.
1. Customer Centric Quality Measurement
The customer centric contact center places its customers at the heart of its business philosophy. Therefore, these firms invest appropriately in quality monitoring tools that keep track of each transaction and resulting customer satisfaction. Besides this, firms also use customer feedback, collected through post contact surveying tools, to understand the potential of improvement in processes and workflows along with identifying the need for training and skill development.
2. Continuous Improvement in Services
The modern contact centers collect regular feedback from customers to deliver better services. These firms not only gather data from customers, but also process and use it intelligently to improve their products, personalize services, build relationships, increase productivity and bolster revenues and profits. Advanced CRM tools, evaluation of post contact customer surveys, and dedicated analytics teams are some common approaches contact centers usually use to provide proactive services and support.
3. Customer Centric KPIs
Previously, contact centers focused more on quantitative measures such as Average Handling Time (AHT) and Calls per Hour. However, modern service centers recognize the importance of measuring customer experience and agent behavior more than quantitative metrics. This does not imply that there should be no productivity based measures in place. Rather, it means that service centers should emphasize more on improving customer satisfaction than relying on increasing the number of calls.
In order to measure the agent’s productivity, you may utilize tools like schedule adherence to ensure that your team is involved and committed to increasing profitability and growth of the business.
4. Social Customer Care
With social customer care, contact centers tend to react to the comments, complaints, and requests more efficiently. This allows agents to engage with customers effectively and provide proactive services as well as control the potential damages. Some contact centers create an engaging online community for customers which serves as a useful source of information and feedback for both the customers and the agents. Besides this, these resources reduce the number of emails, chats, and phone calls to a great extent by providing helpful tutorials and blogs for the convenience of the customers.
To create an authentic and reliable performance measurement system, contact us and request a free demo today!
Publish Date: April 2, 2015 5:00 AM