Are you tired of feeling burdened by the amount of data generated by your contact center software? Do you struggle to extract meaningful insights from this data to improve your operations and improve customer experiences?
If so, you’re not alone.
Many contact center managers and supervisors face problems associated with ineffective reporting practices.
But fear not because we are here to help. This guide provides you with practical solutions and expert advice to help you navigate the world of contact center reporting.
This blog can help unlock the potential of your contact center data and lead your business to greater success. Without further ado, let’s get started!
What Is Contact Center Reporting?
Contact center reporting is a way to organize and present insights about customer service performance. A contact center report organizes and presents information about a company’s customer support performance. Reports in this category include historical data, providing insights into long-term trends and real-time progress of team performance.
Customers can monitor satisfaction levels using pre-built dashboards and custom reports provided by today’s contact center solutions.
Using these dashboards, you can identify trends and get a quick overview of your business in an instant. In addition, you can use data analysis to focus on key performance indicators (KPIs) that align with your business objectives.
Contact center reporting consists of the following:
- Team managers can view graphs and individual agent performance reports in real-time
- A detailed report on contact reasons, dispositions, and customer satisfaction
- Managers can view staffing forecasts and team activity reports
- Narratives and KPIs supporting the organization’s strategic objectives
Types of Contact Center Reports
Contact center operations can be analyzed using various types of reports. Among them are:
- Customer Satisfaction: Track how customers feel about the customer experience, including top contact channels, resolution rates, and failed contact attempts.
- Agent Performance: Maintain customer sentiment, maintain resolution rates, and leverage approved templates to shorten response times by tracking agent productivity and their teams.
- Call Center Performance: Check on the health of the call center, which is primarily voice-based. To achieve optimal call routing, statistics such as inbound call volume, average call time, and ACD rules must be considered.
Steps for Planning Contact Center Reporting
1. Define the Purpose and Scope of the Report
Indicate clearly what the objectives of the report are, for example, understanding customer satisfaction, identifying inefficiencies in service, and optimizing staffing. Identify the data that needs to be included, such as call volumes, peak hours, customer trends, or specific metrics such as average hold time, total answered calls and abandoned contacts.
2. Gather Data
Access and extract data efficiently and accurately with call center reporting tools. Analyze the data sources, such as customer relationship management software, ACD, and IVR systems. Calculate metrics using accurate formulas, ensuring the data is reliable and relevant.
3. Analyze Data
Identify trends, patterns, or areas for improvement in the contact center. Analyze historical data to determine staffing requirements, optimize schedules, and ensure adequate agent coverage. Present data visually in an easy-to-understand and appealing manner by utilizing data visualization tools.
4. Structure the Report
Prepare a structured presentation of the findings, including relevant metrics, graphs, and charts. Make sure the report is easy to read and understandable for all stakeholders. Distribute the report using various formats, such as wallboards, email, or data-driven notifications.
5. Provide Recommendations and Summarize Findings
Provide recommendations based on the analysis and summarize key findings. Analyzing metrics and identifying areas of concern that managers need to be aware of.
6. Regular Review and Updates
Reviewing and monitoring the progress of the contact center should be a regular part of regular meetings. As needed, update the report with new data and insights to ensure continuous improvement and adaptability.
Contact Center KPIs
Business Critical KPIs
Net Promoter Score (NPS)
This metric attempts to gauge your customers’ happiness, similar to Customer Satisfaction (CSAT). Unlike other customer satisfaction measures, NPS measures the likelihood of your customers recommending your products to others. The higher the number, the more visible your product will be.
Average Turnover Rate
The turnover rate of your call center agents is measured with this metric. You don’t have to have high turnover at your call center. Increasing team cohesion will reduce turnover and increase efficiency. It’s a win-win situation!
Customer Critical KPIs
First Contact Resolution (FCR)
FCR measures how quickly the first agent resolves customers’ issues. You will have fewer frustrated customers with your business overall if this percentage is higher. We all love it when our problems are solved quickly, don’t we?
FCR allows your contact center agents to pair specific customers with specific agents. The next time a customer calls your business, you can arrange for the agent and customer to be directly linked if they got along well on their first call.
An organization’s service level is determined by how many inbound calls agents answer within a given period of time. Usually, it’s a pair of numbers, such as the 80/20 global call center standard.
You can achieve an 80/20 service level by having your agents answer 80 percent of incoming calls within 20 seconds. Your call center staff’s attentiveness and efficiency can be measured very easily with this metric.
Average abandonment rate
This KPI measures how many customers hang up before speaking with an agent. The more agents you have handling incoming calls, the quicker your customers will be connected with an agent and the less likely they are to hang up prior to speaking with an agent. The average abandonment rate should be between 5 and 8%.
The percentage of customers who called your company and heard a busy tone. A busy tone is only heard when all of a business’s agents are busy helping other customers. When you’re trying to reach a business, hearing a busy tone is frustrating. It should be as low as possible.
Average Wait Time (AWT)
AWT is calculated by dividing the total number of calls answered during a given period by the total number of customers in caller queues. Using this metric, you can determine how satisfied your customers are with the level of attention your agents provide.
Approximately two-thirds of consumers would prefer to speak with an agent within two minutes of waiting on hold, according to a recent study by the International Customer Management Institute. It’s crucial to keep your average wait time low!
Process Critical KPIs
Average speed to answer
When the phone rings, your agents average the time it takes to answer. Unless you have an interactive voice response system, this does not include the time customers spend navigating it. Calls handled promptly by your agent are largely measured here.
Average call duration
Call center efficiency metrics such as average call duration are easy to track and understand. You can assess how competent your agents are by looking at the average duration of inbound and outbound calls. You can rest easy knowing that your agents are solving customer issues within four minutes.
Call Arrival Rate
You can use the call arrival rate to determine when the highest and lowest volumes of inbound calls are coming into your call center. By tracking this KPI, you can craft informed, smart work schedules for your agents, so even on the busiest days, you’re always adequately staffed.
Average Handle Time (AHT)
Using this metric, you can measure how long your agents spend with customers from beginning to end. Once your customer dials the phone, the clock begins ticking until your agent is ready to take a new call. It includes time spent in a queue, navigating an IVR, speaking with an agent, and documenting necessary information post-call. Make sure you don’t place too much emphasis on having a low AHT – rushed agents are more likely to make mistakes and provide inferior customer service.
Set a monthly target that your agents should aim for based on your business benchmark.
Average After-Call Work Time (ACW)
Agents complete a variety of quasi-secretarial tasks after every call: updating databases, updating transaction reports, and the like. The average after-call work time KPI measures and records the time it takes to complete these tasks.
Certain call center software can help reduce it, too, in addition to efficiency-focused training. Your agents can complete after-call tasks quickly and easily with Dialaxy, for instance.
Benefits of Contact Center Reporting KPIs
1. Increase Customer Satisfaction
Everyone benefits from increasing customer satisfaction.
You will face escalations and irate customers without it, and your churn rate will skyrocket. Customer convenience and practicality should determine your omnichannel staffing.
You can gain a nuanced understanding of your customers through contact center reports. As new data becomes available, you can adjust customer journeys over time. Celebrate these moments, too, and use these points to truly listen to your customers and help them gain confidence in your product.
Metrics for customer satisfaction
- Customer Satisfaction (CSAT): Measures how satisfied customers are with their overall experience. Customer expectations can be gauged by how well the contact center meets them.
- Customer Effort Score (CES): Measures customer effort in resolving issues or completing transactions. The customer experience is optimized by minimizing obstacles and repetition.
- Abandonment Rate: The percentage of incoming calls that are abandoned before reaching an agent. Wait times or call routing issues may contribute to a high abandonment rate.
2. Elevate Agent Performance
To scale your contact center, you must empower agents with the right level of autonomy and structure.
Analyze contact center reports to determine if first-contact resolution (FCR) and NPS scores are effective.
Instead of minimizing talk time, as is the case with traditional call center analytics, the KPI here is the resolution rate. A follow-up email or outbound call may be necessary after a live chat. There might be a handling time of 25 minutes, but it may be spread over a few days.
Metrics for elevating agent performance
- Agent Activity: Agent productivity and engagement are measured in this report. Metrics such as call volume, average handling time, and after-call work are included. In addition, it identifies areas where agents can improve.
- Net Promoter Score (NPS): Measures whether customers are loyal to a contact center’s services and likely to recommend them. Indicators of customer advocacy are often obtained through post-interaction surveys.
- Automation Template: The purpose of this report is to examine the effectiveness and utilization of automated templates or scripts used by agents. The study examines how automation affects call handling efficiency and customer satisfaction.
3. Optimize Call Center Operation Costs
Contact center reporting helps you optimize your call center software and live agents.
Multiple customers can be served simultaneously by expanding agents’ contact channels from one to four.
Modern data analysis can be applied to call center performance since most customer contacts involve text-based communications. Using historical data, you can accurately predict increased call volumes. Your business intelligence will enable you to adjust staffing levels accordingly.
Metrics for optimizing costs
- Inbound Call Volume: It measures the total number of incoming calls received over a specified period of time. It helps forecast staffing needs and assess call center operations. Inbound calls are the most personal but are the most expensive to scale.
- First Call Resolution (FCR): This metric measures the percentage of customer issues resolved on the first contact without requiring a follow-up call. Customer satisfaction and efficient problem resolution are associated with higher FCR rates.
- Call Duration: The report examines the average call duration and average wait time experienced by customers. The report provides information on call center efficiency, wait times, and potential bottlenecks. Customers will race to the next channel if you have high handle times – social media or live chat.
4. Gain Real-Time Business Health
Contact center reporting allows you to track customer satisfaction in real-time.
Managers can analyze discussions to understand agent performance and customer sentiment, but the benefits extend beyond live dashboards.
You can share live customer information with your team members through contact center reporting. It is easier for product managers to comprehend the product life cycle, and engineers can get a better understanding of how product upgrades are received.
By sharing this information in real-time, your teams can respond proactively before customer satisfaction is seriously compromised.
Metrics for a real-time view of the business
- Omnichannel Mix: This report analyzes interactions between customers across a variety of communication channels. It provides insights into the effectiveness and preferences of different channels.
- Occupancy Rates: Assess how well your team handles customer inquiries. This isn’t very actionable without further context. The business impact of every customer interaction can be determined by integrating your CRM with your contact center software.
- Service Levels: Determine whether you can meet the service level you have set for your team. A live agent should respond to 80% of customers within 30 seconds of contacting them.
Metrics for contact centers are hard to beat when it comes to their benefits. You can go far beyond the standard “call time” statistics with these examples.
You can make a lasting impact by following these best practices when building dashboard templates and custom reports.
Contact Center Reporting Best Practices
1. Focus on the KPIs that matter the most
Organizations should determine their own key performance indicators – the most important metrics they can use to achieve their goals. While your organization might track many, many KPIs, you should avoid getting lost in the data. Keep your reporting practices across the organization focused on what matters most.
2. Consolidate data to get the complete picture
To get a comprehensive picture of your business performance, you need data from all customer journey and agent experience touchpoints. Moreover, it’s important to combine data from different sources. A smart contact center reporting solution eliminates data silos and simplifies the consolidation of data by integrating all channels.
3. Make reports easy to run, easy to read, and accessible
Monitoring metrics and using them to manage your call center should be easy with reporting. You are not serving your purpose if your reports are difficult to run or read or if they are not accessible when needed. Providing relevant information in an easy-to-read format is the key to successful reporting.
4. Customize reports with relevant information
Contact centers have heaps of data, which is why you should customize your reports to include relevant information. Keep your reports simple and only include KPIs that matter. It is important to keep in mind that not all people require the same level of information. Create customized reports for different purposes, departments, and groups using your contact center software.
5. Take care of reporting security
In call centers, personal data is handled in large quantities. As people become more aware of their privacy, regulations are tightening. You should make sure all your reporting practices and reports comply with privacy and security regulations. Make sure your data and reporting tools are secure and that only those who need to see them can see them.
Why Contact Center Reporting Matters?
Contact center reporting matters for understanding the performance and efficiency of contact centers. Here are some of the reasons why contact centers matter.
Tracking KPIs and boosting business performance
Your reporting practices should always align with the overall business strategy. The Key Performance Indicators (KPIs) you focus on should be determined by your business goals. KPI tracking is crucial for optimizing contact center performance and gaining deeper business insights.
By tracking your KPIs and metrics, you can improve your business’ performance. Reporting on your KPIs, whether it’s queue time, dropped calls, handling times, or customer satisfaction, is both real-time and historical.
Enhancing the agent (and customer) experience
Contact centers are facing two major challenges right now: agent experience and performance. By monitoring agent performance and enhancing the agent experience, you can lower employee churn. Reporting helps agents understand their performance goals and feel engaged.
You can also use reporting to identify issues early on with agents. If a team leader notices that agent handling times have increased, they can investigate. Early detection can help agents but can also reveal future problems.
In conclusion, a well-implemented contact center reporting strategy offers insights into operations, agent performance, and customer interactions. This guide has discussed the importance of clear objectives, appropriate metrics, and advanced reporting tools. To identify trends and drive improvements, reporting goes beyond data collection.
The success of contact centers lies in harnessing data and implementing suitable reporting solutions.
Why is a contact center important?
Customer service is one of the most important aspects of a business. A quick and efficient response to their issues is what they expect. Customer service and support must be available when customers call, and organizations with call centers are better positioned to assist them.
What is contact center used for?
A contact center manages customer interactions across various channels. The primary purpose of their service is to assist customers with sales, customer service, and technical support.
What are the 4 elements of contact center?
There are 4 elements of a contact center. They are
- Automation, and
What is the difference between call center and contact center?
Agents at call centers provide customer service over the phone, so they should be excellent verbal communicators, personable, and problem-solvers. Agents in contact centers also provide customer service over the phone and through text-based channels such as email, live chat, text messages, and social media.