Call centers use reporting metrics to create a set standard of KPIs (Key Performance Indicators) that leadership develops to ensure agents are delivering efficient and effective customer service. These metrics may vary depending on an agent’s role since they’d be measuring different aspects of their performance. However, many metrics stay the same for all roles. Leadership keeps track of these metrics to be able to intervene when a problem arises, and the metrics help them know where their help is needed. This is why reporting metrics are an integral part of a smoothly-operating call center.
There are many standard metrics that call centers focus on across all teams. A few examples include Average Handle Times, Transfer Rates, First-Call Resolution Rates, CSAT scores, and Compliance. For teams that focus on sales, report metrics could include sales numbers, refunds, leads, or pipeline growth. Metrics are tracked using business intelligence analytic software. This software is generally integrated into the phone network the call center uses to make and receive calls. Information from every interaction is recorded, and call center leadership can pull reports or have them delivered directly to their inbox.
Call center reporting metrics are critical to keep track of, especially now in a largely remote-work environment. Advanced analytical software that provides detailed metrics for leadership helps ensure that agents continue to stay productive and perform at maximum efficiency. Call center reporting metrics can be captured even from agents that work from home thanks to cloud-based technology. Team supervisors can identify those agents who may be struggling and provide them with extra coaching and training.
More call and contact center reporting metric resources
Unified Customer & Contact Center Analytics | LiveVox
BI dashboards are embedded into the LiveVox platform empowering supervisors, quality managers, and frontline agents with quick access to key metrics and performance data when and where they need it for a holistic understanding of contact center performance.
How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)
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.
Below are some of the key report capabilities you’ll need to evaluate the quality and efficacy of a ticketing system.
