Complete and accurate call center reporting is critical for proper call center management, effective agent performance, and improved customer experience.
Call center managers must be able to track, manage, analyze, and understand all customer interactions to provide the best possible service and uncover areas of improvement.
Fortunately, modern call center technology for analytics and reporting has made this easier than ever before. The best call center reporting platforms not only consolidate important data, but also provide actionable insights regarding the product, services, and even company-wide policies.
Call center reporting provides call center managers with operational, customer and people visibility. It takes the various streams of raw data flowing into the call center and transforms that data into insightful reports.
These reports often include key call center metrics like:
This data is received from various call center technologies including Interactive Voice Response (IVR), Workforce Management (WFM) systems, speech and text analytics, or manual agent and customer reports.
Customer experience has a huge impact on customer retention, sales, revenue, brand reputation, and more. Understanding why your customers behave in specific ways helps organizations reduce customer support needs and improve overall service.
Real-time call center reports provide information about:
Call center reporting can also help call center managers evaluate:
By reviewing your organization's progress with daily, weekly, or monthly reports through KPIs (Key Performance Indicators), you can be confident that your team is achieving any set goals. If a problem occurs, you can use these reports to see where you might need more resources and training, or even if the issue lies within the product or service itself.
Call center reports can measure the cost to serve a customer organized by inquiry type, team, and site. This typically involves call centers synthesizing multiple data sources to determine an overall amount.
However, some call center reporting platforms like Operative Intelligence automatically pull macro and micro cost insights that reveal:
Customer pain points and what they cost the business
There are many different types of call center reports, but some of the most common include:
The call abandon report helps call center managers understand how many customers are abandoning calls even before connecting with an agent. These reports show the number of abandoned calls, how long customers waited before abandoning the calls, and the percentage of abandoned versus answered calls.
These reports can be used to help call centers identify and address common reasons for call abandonment, such as long wait times or high customer effort.
The call detail report (CDR) is a comprehensive report that provides a detailed history of all the calls that were made to and from a call center. This report includes information such as the call date and time, the callers' phone numbers, and the call outcomes (e.g., answered, missed, or hung up). The call detail report can be used to identify trends in call center behavior and help call center managers improve customer service.
Metrics in these reports could cover:
Agent activity reports help managers monitor their agents' progress. They report an agent's daily productivity and their effectiveness in resolving customer issues.
An agent activity report can track metrics including:
The agent availability report shows the number of available and unavailable agents in the call center at a given time. It displays each agent's name and user ID, as well as their automatic call distributor (ACD) state. It also states how long the agent was in that particular state.
Examples of the ACD states are:
There are various call center metrics and KPIs (key performance indicators) that can be measured and reported.
Service metrics are often a culmination of metrics that will appear on KPIs along with measures like CSAT or NPS. They can include:
Call center customer metrics track the satisfaction and happiness of callers with the call center. Some common customer metrics include:
Cost metrics track how much money call centers and organizations are spending to service their customers and how effectively that money is being spent.
Costs can be broken down into both direct costs and indirect costs. Common call center cost metrics include:
The first step in setting up call center reporting is making measurable goals. While improving overall customer satisfaction is a great goal, breaking it down into smaller, actionable steps makes it easier to track success. So instead, you may want to decrease AHT in your team by 8% next quarter.
Once you’ve set your goals, you can begin to determine which call center metrics and KPIs to track and what center processes to adjust to see success.
Accessible data empowers call center agents and management. With call center reporting dashboards, agents and management can quickly access call queue metrics, call center performance, customer sentiment analysis, and more. They can prioritize tasks, review areas for improvement, and better understand any coaching or feedback they’re receiving.
Access to the appropriate data can also enhance cross-departmental collaboration and promote a data-driven culture in the call center.
Dashboards can be a valuable tool for call center managers. Dashboards organize call center data and reports in one easy-to-read place, making it easier to consolidate and identify trends and patterns.
Dashboards can also be customized to show only the information that’s critical to the viewer. So while an agent might view their personal performance dashboards, a manager might review call center metrics on service costs or CSAT.
Without clean and configured data, reporting platforms can waste time reviewing irrelevant or inaccurate data. And while several reporting solutions can gather data and organize metrics, the real power comes from real-world insights and implementable suggestions.
Operative Intelligence does just that. Unlike traditional call center reporting tools, Operative Intelligence automatically transforms an organization's existing call center data into applicable, actionable insights.
The no-code automation identifies both macro and micro insights including:
Users can identify the highest-impact opportunities to improve the customer experience, reduce costs, and boost operational efficiency.
By tracking call center metrics, you can identify which agents are struggling and then provide them with the resources they need to improve. If you notice that an agent has a high call abandon rate, you can provide them with additional training on how to handle callers. Or, if you notice that an agent is consistently receiving high customer satisfaction scores, give them a bonus or recognition.
While these are simplified examples, call center reporting can advance both agent and coach effectiveness.
While there are several call center reporting tools available, it’s important to find the right fit for your organization. Call center reporting is only as good as the tools you use to generate the reports.
The right tool will help you set goals, make data accessible, use dashboards for visibility, support your agents, and support positive changes to call center operations. Plus, it should have a quick implementation time and improve ROI across the board.
When it comes to call center reporting, there are a few challenges for call center managers to understand.
Many companies have call centers that act independently from the rest of the company. Instead of forming a strategic plan around one cohesive platform, organizations have to manage several solutions to each problem and then make sure all of their departments are in constant communication about the results.
These silos produce a lot of data, but there's no system in place to bring all that information together so management can use it.
Reporting tools often use analytics to generate insights but they can’t translate those insights into implementable recommendations.
So while they might know how many customers are calling them or how many calls were abandoned on a specific day, operations managers don’t have access to the root drivers of customer contact, how to address these drivers, and the ROI of potential changes.
Fortunately, Operative Intelligence addresses all of these challenges with a full-service platform perfect for visionary call center leaders.
Operative Intelligence transforms a business’ existing call center data into real-world, actionable insights. The platform analyzes 100% of inbound interactions and uses actual customer words to identify the root causes of inquiries.
Additionally, call center leaders can see the volume, cost, and sentiment of every inquiry, so they know which changes will drive the highest impact improvements in their customer experience, operations, and frontline performance. They can track these opportunities over time on demand.
Features and Benefits:
Learn more about Operative Intelligence.
Dialpad's cloud-based call center gives users access to customer information as well as provides the tools needed to optimize the customer experience. Dialpad provides features like the real-time transcription of calls, live sentiment analysis, and coaching for agents.
Dialpad offers call center reporting capabilities. It helps businesses get a comprehensive view of their call center operations and make data-driven decisions about their customer service strategy.
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Zoho People is a cloud-based Workforce Management solution that helps organizations to manage their employee data and track employee attendance. The platform was designed to help organizations manage their employee data and track employee attendance in a timely manner.
Features and Benefits:
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All prices are billed annually.
Call center reporting is a vital tool for call centers to measure performance, identify areas of improvement, and take action.
But not all call center reporting platforms are the same. With next-gen reporting tools like Operative Intelligence, call center managers can show C-suite executives irrefutable data on how to make meaningful changes in the organization – from customer service to product updates to company-wide policies.
Ready to drive true changes at every level of your business?
Book a demo with Operative Intelligence today.