If you were browsing for answers about measuring your contact center’s performance, you have come to the right place. Buckle up because we’re about to go deep into the intricacies of Contact Center Reporting. Let’s start with the basics.
What is Contact Center Reporting?
Contact center reporting is the process by which managers assess their call center’s performance and efficiency. It comprises several critical key performance indicators (KPIs) derived from various data streams. Data streams from your interactive voice response (IVR), automatic call distributor (ACD), and workforce management system (WFM), among others, are commonly tracked.
Contact center reporting is typically based on some key Call Center Reporting Metrics like:
- First Call Resolution (FCR): The ability of the agent to resolve the customer’s inquiry on the first call.
- Schedule adherence: Determines whether agents work for the entire time allotted to them.
- Average wait time: The amount of time a customer spends waiting in line or waiting for a callback.
- Customer satisfaction: Indicates how pleased customers are with a company’s services and products.
Contact Center Reporting tracks and presents key performance indicators (KPIs) and planned metrics on call center activities and individual call center agent performance. If a call center utilizes self-service software or AI-powered interactions, reporting will provide feedback that otherwise may not exist. With call center reporting, managers can view performance numbers, glean insights into processes and patterns, and make strategic decisions based on accurate data & they may deliver data in various formats, sent via email or shown on dashboards.
What are the Various Types of Contact Center Reporting?
Customers can use contact centers to ask questions about a company’s products or services. Keeping call center operations running smoothly can improve customer relationships and overall performance. Understanding reports that measure customer satisfaction & productivity can assist your call center in identifying areas for improvement.
Let’s discuss 6 essential contact center reports one by one.
- Call Abandon Report
- Inbound Call Summary Report
- Agent Performance Report
- Outbound Dialing Report
- Call Transfer Report
- Lead Search Report
Call Abandon Report
The call abandon report has a call abandonment metric that measures the number of callers that hang up or are disconnected before they can be connected to one of your agents. This metric is closely tied to your Service Level KPI and Customer Satisfaction metrics.
KPIs
- Total inbound calls: This is the total number of inbound calls (non-ACD/route point calls outside the company) received by the agent(s). Only answered calls are counted.
- Total dropped calls: This is a missed call that was accidentally disconnected due to a technical error or miscalculation of inbound calls.
- First call success rate: The ability of an agent to resolve a customer’s complaint or request on a first contact attempt is referred to as first call resolution. The percentage of calls handled in the first contact is a percentage of the total calls.
Inbound Call Summary Report
The report inbound call summary is a time interval report that displays inbound call performance statistics for various time intervals (i.e., hours of the day, minutes of the hour, days of the week, months of the year, etc.). When running the report, you can choose the desired time interval or leave it as the default, “Days of Week.”
KPIs
- Average Call Duration: The average duration of all calls associated with the selected group is displayed (s).
- IVR Abandonment Rate: The average wait time (AWT) is also referred to as the Average Time in Queue (ASA). It specifies the average amount of time an inbound call spends waiting in a queue or waiting for a callback.
- Average Wait Time in Queue: The average queue wait time is the number of times callers wait to speak with an agent. Customers who experience long wait times are more likely to abandon calls and never call back.
- Average Hold Time: Average hold time (AHLDT) is a contact center metric that measures how long agents keep callers on hold during a customer call. The automatic call distributor provides a variety of call statistics (ACD).
Agent Performance Report
The agent performance report provides a complete summary of your agents’ effort and performance during the selected period to a supervisor or a customer support manager.
KPIs
- First Call Resolution: The cornerstone of your contact center evaluation process should be continuous measurement, tracking, and action on first call resolution (FCR) analysis results. You can’t improve FCR if you don’t measure it.
- Average Handle Time: AHT or average handling time is the amount of time it takes an agent to complete an interaction. Many contact center agents are evaluated based on how quickly they handle calls because a) contact centers want to reduce call wait times, & b) faster AHT rates should indicate which agents are more efficient.
- Average Talk Time: ATT measures the amount of time an agent speaks with a caller. The length of individual phone calls varies, but it settles to an average over time.
- Handle Duration Time: Handle duration time is a customer service metric that measures the average length of a customer’s call. This is a common KPI for contact centers.
- Occupancy: Occupancy is defined as the number of times advisors are busy engaging with customers: on calls, waiting for calls, engaged in wrap time, or on hold. Contact Center Helper’s ideal occupancy is 85-90%.
Outbound Dialing Report
The outbound dialer call report is a detailed report that provides metrics for calls dialed via an outbound dialer call campaign.
KPIs
- Call Pickup Rate: Contact rate is a list-level metric that reveals the quality of your lead list and how well your campaigns are performing. It also indicates whether your agents and software will contact the appropriate leads at the proper time.
- Answering Machine Detection Rate: The answering machine detection rate lets you determine the receiving side of an outgoing call and tailor your call flow accordingly.
- Rejection Rate: The rejection rate is the percentage of calls that are simply not answered. In essence, the customer or prospect refuses to answer the phone. Outbound call centers may decide to change the phone number used if they believe customers are being bothered by the company and are choosing not to answer.
Call Transfer Report
The call transfer report provides a detailed overview of the traffic received by each transfer-to number, also known as a destination number, during the reporting period. This report can be broken down by phone number, transfer type, or both.
KPIs
- Average Minutes per Call: It is the average duration of the entire customer call transaction from the time the customer dials the number to the time the call is terminated, including all hold times, transfers, and after-call work.
- Call Transfer Reason: A call transfer reason occurs when a call is transferred from one agent to another after the caller has been spoken to. This means an agent first says something to the customer, and then the call is transferred to another agent/department.
Lead Search Report
Lead source analysis reports, which are common marketing reports, display data on all leads associated with a specific lead source. Lead conversion survives lead source association. Drilling down on a lead in a lead source report displays the lead in its current stage.
KPIs
- Cost per Lead: The cost per lead metric in the lead search report determines how cost-effective your marketing campaigns are at generating new leads for your sales team.
- Customer Acquisition Cost: Customer Acquisition Cost, in short, CAC, is the amount of money spent by a company to acquire new customers. CAC is a critical business metric that represents the total cost of sales and marketing efforts, as well as property or equipment, required to persuade a customer to purchase a product or service.
- New Users vs. Returning Visitors: New Users vs. Returning Visitors is defined as the ratio of new visitors to returning visitors and can be very telling, showing the effectiveness of your inbound digital marketing techniques across the web.
- Conversion Rate: The conversion rate is defined as the percentage of calls/leads that result in a successful sale or transfer. A low conversion rate raises your cost per lead and reduces your overall revenue.
How does Contact Center Reporting help Businesses?
Supervisors and managers can use contact center reports to analyze the performance of their contact centers and implement strategies to help improve performance. They also offer information about customer satisfaction, loyalty, and the likelihood that customers will continue to use their products or services.
- Ensures Detailed Insights
Contact Center Reporting helps businesses get detailed information about their products and services. It helps to get the information more easily.
- Streamlines the Data
Contact center managers are subjected to numerous demands from agents, business owners, and customers. Inefficient reporting is frequently one of the root causes of dissatisfaction among contact center stakeholders, resulting in delays in critical processes. Streamlining reporting also assists managers in consolidating views from the numerous communication channels in modern contact centers. Improved customer experience is another advantage of enhanced call center reports.
- Ensures Constant Monitoring of Your Metrics
Call center metrics assess the overall performance of customer service teams. Metrics are used in many aspects of call centers to measure performance, agent productivity, and other activities that lead to increased customer satisfaction.
- Improves Agent Performance
Contact centers rely on agents to provide excellent customer service with every interaction. Without productive agents, you risk losing clients, reputation, and revenue. To be successful, call centers need to boost agent performance.
- Optimizes Operational Costs
Contact centers are constantly looking for ways to cut costs. This is especially true during times of uncertainty and economic downturn when cost savings from call centers contribute to business continuity. Because staffing accounts for most of a contact center’s operating costs, the simplest and quickest way to tighten the belt is to reduce headcount or close live support channels.
- Enhances Customer Service
Contact centers help to improve customer service by resolving customers’ most specific needs in a friendly, timely, and professional manner. They genuinely make your customers feel as if your brand and business care about them. They increase customer retention and may be able to upsell on your behalf.
- Analyzes Current Performance Level
Contact Center Reporting helps analyze the current performance level, which tells how the contact center or agent has performed over a certain amount of time. Performance analysis can track progress through three methods: revenue, other key performance metrics, and progress on business goals.
Also Read: 5 Key Call Center Metrics
- Improves Staff Training
Reporting helps you track agent performance and enhances the agent experience, thus lowering employee churn. Good reporting provides agents with clarity on their performance goals and helps them feel engaged. There is no denying that employees crave training, guidance, and feedback to improve their performance and advance their careers. For that reason, contact center reporting helps & enhances staff training.
How can NovelVox Help?
With Reporting Plus‘ next-generation contact center analytics capabilities, you can transform the standard contact center reporting experience.
Novelvox’s Reporting Plus product can help simplify your contact center reporting procedure as it has a centralized platform that effortlessly merges contact center reports from disparate data sources. This Contact Center Reporting Software helps to create custom reports by easily configuring database connections and queries, all within one interface. It enables you to move beyond standard contact center reports with the ability to group data and summarize report outputs.
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Pooja Rawat
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