Managing a call center well requires a lot of careful decision-making and even more data to back it up. At the same time, though, it can be extremely difficult to know which KPIs and metrics matter the most to your specific business.
There are three types of call center reports you can rely on to get a clearer view of your operations: call center reporting, agent reporting, and customer reporting. Each can provide useful insights for different situations—and different kinds of call centers.
3 Types of Call Center Reporting
Call center reports are like a compass to guide decisions, and good managers know how to read the analytics. In other words, by making sense of the data and performing a bit of quality monitoring, you can optimize your call center’s performance, increase agent productivity, and boost your customer satisfaction rates.
Call Center Reporting
Call center reporting is a top-level overview of your call center’s operations. The KPIs in these reports are ideal for optimizing staffing decisions, streamlining processes, and improving response times.
The best call center services make it super easy to track these metrics.
Here are some of the reports you should be looking at:
Call Direction Reports
What it tells you: Call direction reports depict the ebb and flow of inbound and outbound calls across various channels within a specified timeframe. The patterns they reveal can help you navigate and understand the kinds of conversations that are taking place.
How to use it: You can track call volume trends on different days and times, pinpoint peak call periods, and uncover the most active channels. If you find your call center drowning in more calls than it can handle, these reports can be a lifesaver. With this data in hand, you…