Reports and metrics play a major role in making decisions and mapping out strategies. Contact centers cannot improve what they cannot measure.
Therefore, it’s of the utmost importance that they obtain a considerable insight into their operation to develop business plans and processes accordingly.
Although contact centers are used to produce general reports, they must bear in mind that KPIs and metrics vary depending on the targets of each company, and even on the type of campaign.
The following are some of contact centers’ must-have reports:
Debt collection
- Calls dialed
- Right-party contact
- Recovery rate
Sales
- Sales per hour
- Lead conversion
- Agent utilization
Customer service
- First-contact resolution
- Wait time
- Average handle time
There are other metrics like customer satisfaction that require a qualitative, rather than a quantitative, analysis.
They are measured by means of factors that prove more subjective, like opinion surveys, customer feedback, or call recordings.
It’s worth mentioning that drawing up a strategy combining and matching indicators can streamline data interpretation and analysis.
Through an in-depth analysis, contact centers can keep track of their operation and make any necessary adjustments.
What Makes a Good Contact Center Report?
In order for contact centers to produce effective reports with relevant information, they need to use tools like data analytics technologies that generate accurate metrics by agent, campaign, and customer interaction or call.
However, in addition to this, they must design measurement plans that help to evaluate every set of results.
According to some experts, it’s advisable to classify indicators into two categories:
Subjective indicators
- Tone of voice
- Knowledgeability
- Language and communication
- Call control
Objective indicators
- Inbound calls
- Outbound calls
- Call abandon rate
- Average answer speed
Based on these indicators, reports can be developed using Excel or any other spreadsheet program. Sticking to the metrics and data retrieved by analytics platforms is not enough.
Contact centers must also analyze figures and search for the relation between indicators.
The interaction among in-house departments is another crucial factor that needs to be monitored constantly to design appropriate courses of action that drive employee engagement, and consequently customer loyalty.
This article includes some examples.
Nuxiba offers a first-class software solution that allows contact centers to measure performance and control large operations with a set of comprehensive drill-down reports and tools for recording activity across agent workstations.
Request a demo and learn more about this platform. We’ll be glad to answer all your questions.
