The capabilities and efficiencies of your contact center drive business goals. Real-time reporting and business intelligence allow you to get a full view of your business and make the necessary changes to optimize your output.
Reporting enables you to make data-driven decisions, track KPIs to help boost business performance, and help keep track of both the agent and customer experience.
We’re going to dive into the reports you should consider running in your contact center, but first, make sure to differentiate reporting and analytics (although you should use both).
Reporting helps you monitor how your contact center is performing and provides data to inform decisions. Analytics, on the other hand, analyzes raw data to create insights.
We’re going to focus on reporting and how you can use it to monitor and assess your contact center’s performance.
What types of reports should you be running?
Reports on customer satisfaction
First Contact Resolution (FCR): FCR is the percentage of contacts resolved on the first interaction with the customer. This means that the customer’s issue is resolved by the end of the call or chat. As you can imagine, resolving an issue on the first interaction generally leads to a happy customer.
Customer Effort Score (CES): CES measures the customer experience. The CES survey ranking system can be on a 10-point scale, seven-point scale, five, or by emotions (think – happy, neutral, sad). CES is another customer satisfaction indicator.
Service Level: This metric looks at the percentage of calls answered within a predetermined amount of time. Maintaining a consistent service level is key to positive customer sentiment and allows customers to feel comfortable returning to resolve issues.
Abandoned Call Percentage: Abandon rate is the percentage of calls that are dropped or terminated by the customer. This is an important metric because you won’t be able to get the information you need or provide service to the customer if they don’t remain on the phone. This is another way to determine the level of customer satisfaction. These reports can be pulled to ensure callbacks to customers to try and alleviate any frustration caused by previous abandoned calls.
Average Call Transfer Rate: This metric measures the percentage of calls transferred from one agent to another. A customer who has to jump between agents is more likely to be frustrated. This report is a good indication of both customer satisfaction and contact center efficiency.
Net Promoter Score (NPS): The NPS measures the loyalty of a customer to your company. NPS is a direct way to measure customer satisfaction with your contact center. This information is generally gathered through random customer surveys. There is also predictive NPS which uses AI and machine learning to assign an NPS score to every customer and interaction.
Reports on contact center efficiency
Adherence to Schedule: This metric looks at the amount of time an agent worked during the time they were scheduled to work. This is measured by taking the total time an agent is available and dividing it by the time they are scheduled to work. Adherence to schedule is key to efficiency, ensuring you are driving value and keeping contact center costs down.
Agent Occupancy: Agent occupancy looks at how much time an agent is occupied answering calls or responding to chats versus the amount of time an agent is sitting idle. This metric helps clarify contact center efficiency, and also provides a signal on agent and customer satisfaction.
Forecast Accuracy: Forecast accuracy provides the percentage of customer interactions predicted against what the contact center received in a specific period. Proper forecasting allows you to staff your contact center appropriately.
Quality Score/Predictive Quality: A quality score looks at how your agents are performing against your own contact center performance goals. These scores help you assess how your agents are performing and complying with your system. You can utilize these reports to reassess your goals and/or how to train agents to reach current goals.
Why should you use reporting in your contact center?
Reporting allows you to discover inefficiencies in your operations. By tracking agent and contact center performance, as well as customer satisfaction, you can determine where you need to implement more training, better tools, or adjust staffing.
You can use reports like NPS, FCR, and CES to understand customer satisfaction. Providing the best customer experience is the ultimate goal of a contact center and these reports allow you to see if you’re meeting your objectives.
Reports can be used to evaluate your agents. You can see how efficient your agents are and if they are meeting customer expectations.
Reports can also help you evaluate your customers. Based on the interactions with agents, you can determine customer service needs, what makes a happy customer, and how your interactions with customers affect their satisfaction levels.
Reporting should also help you enhance productivity in your contact center. Based on your reports, you can determine where you’ve optimized your contact center and where you need improvement.
Ultimately, a data-driven, real-time reporting approach is the best, and most clear, way to make decisions for your contact center to drive the business forward.