Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

5 Tips to Improve Your Call Center Reporting - The Reporting Engine - ContactCenterWorld.com Blog

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.

Occupancy

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

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.

Source: http://thereportingengine.com/blog/5-tips-to-improve-your-call-center-reporting/

Publish Date: October 1, 2019


2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 



View more from The Reporting Engine

Recent Blog Posts:
Top 10 Metrics to Calculate Call Center Agent ProductivityJanuary 23, 2020
5 Tips to Improve Your Call Center ReportingOctober 1, 2019
Important Questions to Ask When Choosing Your Call Center SoftwareAugust 24, 2018
5 Benefits of Using a Call Center Reporting SoftwareAugust 9, 2018

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =