Yhere are different types of reports that call center leadership relies on to monitor varying aspects of an organization. One type of report focuses on the financial aspects of a call center. They can reveal information such as profit, loss, total revenue, forecasts, and more. Performance-based reports provide information on either the call center as a whole, a department, a team, or just one agent. Reports about individual agents or teams generally include a variety of metrics that quantify their phone skills. Automated scorecards are a type of performance-based report that can be generated after every agent and customer interaction. The metrics that these reports provide are all customizable, allowing call centers to monitor goals specific to different objectives. Some call center teams focus on sales. These reports can include metrics such as sales quotas, number of new leads, and forecasts.
Call center leadership can track customer service agents’ performance by analyzing CSAT scores, which is another type of call center report. CSAT scores, or Customer Satisfaction Scores, show how well an agent provides customer service support. Other reports focus on the customer. Call sentiment scores are call center metrics that indicate whether a call is positive, negative, or neutral. By using advanced technology, speech analytic software can transcribe a customer’s dialogue and determine their emotion during a call. Call center leadership can leverage this information to make future business decisions about their services or products. These scores can also indicate whether an agent may be struggling with performance, particularly when negative customer sentiment score patterns are present in their call histories.
More call center reporting tools and resources for contact centers
Speech analytics. This tool allows you to analyze tone and sentiment to gauge customer emotion. Improvements in natural language processing make this toll more refined than ever before. You can target keywords in conversations as well as emotional indicators.
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To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working.