Guide to contact centre reporting
With thousands of calls coming in and going out of a contact centre, determining how your agents are performing can be complex and challenging. Managing a contact centre has never been easy, and the constantly changing customer requirements have made things even more arduous.
Most business owners and contact centre managers tend to complicate the reporting procedure by implementing inefficient strategies and solutions. Fortunately, there’s a solution. By using the right tools and techniques, you can make your reporting more accurate and actionable.
Here’s a quick guide to contact centre reporting.
The importance of reporting
Contact centres function as powerhouses for most businesses. Sales reps use outbound contact centre solutions to reach prospects, verify leads, and generate revenue. Customer support executives utilise inbound solutions to address customer queries, provide a better experience, and retain customers.
Therefore, everything from bringing a new customer to onboard to turning them into a loyal, high-paying consumer happens through the contact centre.
However, it’s easier said than done. Managing a contact centre can be chaotic, especially if you have hundreds of inbound and outbound reps to manage. You need to set targets, monitor agent performance, and set and measure the correct KPIs to determine the overall productivity and efficiency.
Contact centre reporting helps you organise all your contact centre operations. You can set and track KPIs, which will enable you to monitor agent performance in real-time, identify gaps and bottlenecks, and make informed decisions.
Problem with modern-day reporting
Contact centres are the hub of business intelligence. But with customer expectations constantly evolving, reporting requirements are always changing. Companies need a more agile, adaptive contact centre reporting system that can make the entire process easier and more efficient.
Unfortunately, modern-day reporting struggles to address these issues. Some major problems with existing reporting systems are:
- Data is siloed
- Collected data requires manual extraction and analysis
- Data quality and integrity issues
- Reporting is chaotic and disorganised
- Reports don’t meet the requirements
- Operational changes lead to disruption
- Contact centre operations and business objectives are disconnected
Why utilise multi-channel reporting?
Multi-channel reporting is essential for current day contact centre reporting. Traditional call centres that relied on voice call interactions only have expanded across channels.
As a result, multi-centre contact centres came into the picture. Nowadays, most companies provide support on numerous channels, such as voice, email, live chat, social media, text message, and more. Since contact centre operations are now multi-channel, reporting also needs to be multi-channel. Business leaders need to implement omnichannel reporting systems that collect data across various touchpoints and aid informed decision-making.
So, what are the top KPIs to measure?
Every business is unique and has disparate requirements, however, there are certain contact centre KPIs and metrics that every business, regardless of the type of industry, can measure.
Here are some contact centre metrics every business should track.
First Contact Resolution (FCR): According to Forrester (1), 77% of customers will stick with a company that values their time. Hence, first contact resolution (FCR) is one of the most important contact centre metrics to track. It’s the average percent of queries that are resolved on the first interaction.
Net Promoter Score (NPS): NPS is a measure of how likely a customer is likely to recommend your company to someone else. It’s a score customers provide to a company on a 0-10 scale, where 0 means not likely, and 10 means very likely.
Agent Occupancy: Agent occupancy is a measure of how efficient your agents are. It’s the percentage of time agents spend on handling incoming or outgoing calls. A low occupancy rate could mean that agents are spending way too much time on less important administrative tasks.
Abandoned Call Percentage: This metric indicates the percentage of customers that abandon a call before query resolution. A high abandon rate could mean that the agent isn’t able to provide the desired experience to the customer.
Average Call Transfer Rate: This KPI indicates the percentage of calls an agent transfers to a supervisor or different department. In some cases, transferring a call might be necessary, but a high call transfer rate could mean an agent isn’t able to handle customer queries.
Average Resolution Time: It is the average time taken by an agent to resolve a customer query. Industry benchmarks for the average resolution time can vary, but anything less than 48 hours is a good number.
Please note that this isn’t a complete list of contact centre KPIs. You can monitor metrics like adherence to schedule, Customer Effort Score (CES), Service Level, Quality Score, etc. depending on your organisational objectives.
How can Quality Connect help?
If you’re looking for a cloud-based, omnichannel contact centre solution that streamlines your reporting and analytics requirements, Quality Connect has got you covered.
Maestro by Quality Connect is a robust contact centre system that sales and customer service teams can use to manage all their operations from one place. It enables you to hop on the major contact centre trends, such as digital transformation, Artificial Intelligence (AI), self-service, omnichannel engagement, and cutting-edge reporting & analytics.
Here’s why you should choose Maestro as your contact centre solution.
- Reduce unnecessary costs
- Increased scalability
- Faster implementation
- Improved customer experiences
- Enhanced agent productivity
- Greater security
In this ever-changing contact centre landscape, being agile, flexible, and adaptive is crucial. Here’s where Maestro can help. It offers cloud capabilities that enable you to manage your operations anytime and from anywhere. Thus, you can stay on top of your customer’s requirements and provide them with a seamless experience around the clock.
Unleash the power of multi-channel reporting today
If you’re having a hard time making sense of customer data, it’s time to shift to omnichannel contact centre solutions. Sticking to traditional reporting techniques will only slow down your business growth and adversely affect the customer experience.
Maestro by Quality Connect is the preferred choice for companies in South Africa that want to streamline their customer support and sales operations. Check out Maestro now.
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