What is call center reporting?
Call center reporting is an integral part of the proper managing of call center quality and operations. Call center reporting allows for visibility of contact center performance. It also provides feedback that can be used in associate performance evaluation and training.
The methods by which contact centers gather customer interaction data can vary. In many cases, a call center management software is used. This facilitates call recording and monitoring, as well as the collection of statistics and data.
What can be done with call center reporting data?
Of course, the data mined from call center reporting is only as good as what you do with it. Too often, contact centers overlook the opportunities available to make actionable decisions and improvements based on call center reporting data. Other times, they simply do not have the right systems in place to accurately capture the data and translate it into clear statistics and metrics.
When a contact center is properly harnessing call center reporting data, there are a multitude of options available to use the information for the betterment of the organization. These include:
• Associate performance management- call center reporting data can be utilized to complete clear and objective associate scorecards, so both management and agents are aware of any performance issues
• Identifying training needs- Aggregating the available data from customer interactions may highlight voids in agent training or updates that need to be made to scripts in order to better serve customers
• Recognition programs- Hand in hand with performance management, call center reporting data provides the opportunity to identify and recognize agents that go above and beyond or provide exceptional service. This can boost motivation and morale.
• Operational efficiency- Many organizations use the statistics from call center reporting (such as average call time, call volume, and time to resolution) to staff call centers more efficiently and effectively.
Where can I find a partner for call center reporting?
Do you currently have the kind of concrete, detailed, and actionable data from your call center monitoring system that will allow you to implement changes to improve your business? If not, it may be time to contact an experienced and qualified vendor partner to help you define your needs and develop a system to meet them. To get started, consider calling Evaluate Quality, founded by Sage Advantage. The expert team at Evaluate Quality in the Phoenix/Scottsdale AZ area can help you design the solution that is right for your call center and your business objectives.
Whether your contact center is located in Scottsdale, Phoenix AZ, or elsewhere in the United States, Evaluate Quality can be your partner for all of your call center reporting needs. The firm is experienced in creating solutions that are unique and tailored to their customer’s requirements. Contact Evaluate Quality today to schedule your no obligation demonstration.