Smart contact center

The 9 Main Reports That Call Center Supervisors Use Most

The 9 Main Reports That Call Center Supervisors Use Most
  11/08/2019 10:08

When the call centers started moving from legacy systems to the cloud, not everyone understood how powerful the data could be. The solutions of the contact center in the cloud offer the possibility in real time to generate reports and statistics that allow to make verified and safe decisions, analyze the volume of work, the level of service or the performance of the equipment.

The companies made the leap to the cloud for other reasons, such as reducing infrastructure costs or connecting remote offices. Once in the cloud, supervisors were able to use the reports to monitor and obtain information on each call their support or sales departments received or issued.

How Can You Make The Most Of Call Center Reports?

In general terms, there are two groups of users who use contact center reports:

  • Supervisory Groups / Team Leaders: this group needs metrics and real-time monitoring to manage their agent workforce efficiently. They also need historical reports (management reports) to measure and inform their managers.
  • Customer Service Manager / Customer Experience: these users need reports to obtain a top-level view of daily, weekly, monthly or quarterly performance metrics. They also need reports or metrics that correlate with other activities carried out with other departments.

Understanding these reports can help call center supervisors achieve better workforce management, productivity and user satisfaction levels. 

What Are The Top 10 Reports That Call Center Supervisors Use The Most?
Report 1: Call Detail Report (CDR)

Knowing what causes a complaint or a second call to a call center to resolve the same issue is very important. No wonder, then, that the call detail reports or CDRs are the most commonly used.

The detailed report of the call captures details such as the review of complaints or the verification of claims. Quality control teams use a part of this report to monitor agents, since they help monitor and track the agents’ efficiency.

The CDR is not restricted to calls. Now it is also known as ‘Detailed communication report’, covering communications through various channels, including chat, email and social networks.

Report 2: Service Level Agreement Report (SLA)

Most call centers have an SLA for the average response speed. In general, contact centers have an 80-20 rule, which means that 80% of calls must be answered in 20 seconds.

In any case, when today’s users communicate with a company through a call or a chat, it is essential to make sure they respond quickly. Therefore, the average response speed is one of the most critical and popular reports used by contact center managers and supervisors. 

Report 3: Abandoned Calls

According to one study, the rate of abandoned calls is an average of 12% in call centers. This is the percentage of people who abandon calls while waiting in the queue of the customer service center. Dropout rates can also be tracked for live chat or message queues.

It can be a detailed report by hours, daily, weekly or monthly that allows supervisors to know their position in terms of response rates. In this way, they can access the abandoned call reports to guarantee their returns to the users.

Report 4: Logon Agent Report

This report is used to know the fulfillment of shifts and the management of assistance of agents. Most call centers have compensation linked to turn adherence and this is an important report that supervisors use daily / weekly to measure.

Report 5: Summary Disposition Report

How does a supervisor find out about complaints, suggestions, doubts and sometimes even thanks from users? Thanks to the disposition summaries. Agents use disposition codes to summarize calls, capturing:

  • The reason for a call.
  • The result of the call.
  • Follow-up instructions.

Agents can also add notes to these provisions to give more details. Disposition summaries can be used to communicate problems to operations managers and other managers. These reports, if used correctly, provide real value to businesses and help justify call centers as important contributors to business growth.

Report 6: Agent Productivity Report

This report is used to measure the performance capabilities of each agent individually, to identify the best and the lowest performers. An agent productivity report for outgoing calls shows your talk time, end time and conversion rates.

Incoming agent productivity reports show average talk times, closing times and first call resolutions or user satisfaction scores. It can be assigned to several incoming and outgoing campaigns.

Call center supervisors view agent productivity reports to identify those with high and low performance and then delve into their call recordings for more information.

Report 7: Campaign Productivity Report

These reports are for incoming and outgoing processes. For outgoing processes, such as sales calls, campaign productivity reports can help marketing managers identify if the success or failure of a campaign was due to problems in campaign execution, training agents or data (potential unskilled users, incorrect numbers). Similarly, looking at incoming campaign reports help identify user satisfaction.

Report 8: Agent Interruptions Report

Agents spend approximately 12.9% of their time on breaks. These are important in a stressful job such as customer service or sales. This report helps team leaders monitor and ensure compliance with the lists.

Report 9: Agent Activity Report

Supervisors may need to see the hours logged by the agents and synchronize this with their list to ensure that the agents actually log in within their scheduled work hours. The agent activity report reports when an agent logs in, when they take breaks, and how many calls they respond within their working time.

The amount of data that a contact center in the cloud can generate for a company is huge. These, when combined with new tools such as artificial intelligence, machine learning and predictive analysis, have unlimited potential.

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