A call center solution offers an array of features and functionalities to benefit call centers. A wide range of reports is one of the important features available in contact center solutions. An advanced contact center solution will offer multiple reports. Depending on the predefined KPIs (Key Performance Indicators), supervisors can review reports. These reports can help in defining further data driven call center strategy, so the values of KPIs can be improved.
There are some KPIs, which are related to general performance and each supervisor, regardless of the end goal, must monitor those KPIs. To monitor those KPIs, the supervisor must review the following report available in the call center dialer software.
- Service level agreement (SLA)
In different call centers, SLA can be different. In a majority of cases, call centers focus on ASA (Average Speed of Answer). It means how quickly an agent answered a call. As per the industry standard, 80% of calls need to be answered within 20 seconds. The best scenario is when 90% or more calls get answered within 10 seconds.
To match the industry standards, supervisors must review an SLA report in the call center solution.
- Abandoned call rate
Many people consider that calls are abandoned only during inbound campaigns. However, calls can be abandoned in outbound campaigns, too. As per the industry standards, a 12% abandoned rate is normal. However, if it is more than that, then there is a need for some sort of optimization.
Supervisors must review the abandoned call rate report to review how many calls were abandoned and a callback is scheduled to reach out to those customers.
- Average talk time
This report is related to agent productivity and in any call center, maintaining high agent productivity is mandatory. In a call center, an agent spends time in multiple activities such as:
- Waiting for the next call
- Talking to customers
- Handling disposition and other administrative jobs
- Taking breaks
Agent talk time is just a part of the time spent on different activities. In a call center, talk time defines the productivity of agents. As per the standard, more than 75% of the time of agents should be spent talking to customers. The average talk time report helps in reviewing this productivity factor.
A call center solution shows the average talk time of agents and it must be reviewed by a supervisor.
- FCR report
FCR stands for First Call Resolution. If a call center uses an omnichannel call center solution, it is called First Contact Resolution. This report reflects customer satisfaction as they receive a satisfactory resolution within the first call or contact. Moreover, it also reflects the performance and productivity of agents as they resolve concerns within the first attempt to focus more on new calls.
This is a necessary report, which must be reviewed by supervisors.
Wrap up
A call center solution offers an array of reports. Depending on multiple factors, different supervisors focus on data shared in certain reports. However, some goals are often common in all call centers. Thus, some reports can be explored commonly by supervisors. This article has shared the major reports, which all call centers must review.
Author Bio
Author works in a company that offers an omnichannel call center solution and a cloud contact center solution. The company also offers integration services such as call center WhatsApp integration, call center CRM integration, call center social media integration, etc.
