Real-Time Reporting for Call Center

call-center-reports

There are various reports to Increase the efficiency and optimize the performance of your call center with comprehensive, real-time analytics.

Industry-Standard Metrics

Real-time analytics are available for service level, number of calls in progress, number of calls waiting, and the duration of time waiting. Compare call center statistics and performance with company goals and standards.

Intuitive Dashboard

Our elegant dashboard allows for a quick overview of real-time call center statistics, service level performance, detailed metrics and live monitoring of all calls.

Monitor Performance

Analyze the performance of agents, departments and the entire call center. Talkdesk provides real-time analytics so managers can proactively identify inefficiencies and optimize the performance of their call center.

Identify Issues

With an overview of service level and real-time performance metrics, managers can proactively identify performance issues and effectively make quick decisions.

Evaluate Agents

Monitor each agent in real-time. Evaluate the average call time, number of calls per hour/day/month/year, response time, number of closed tickets, transfers to supervisors and complaints. Make effective decisions based on real-time comprehensive data.

Empower Agents

Real-time statistics allow agents to make intelligent decisions when answering calls from the queue, enabling a quick response to your most valued customers.

call center operation reports

Closed Loop Reporting

Closed loop reporting answers questions such as; which sales opportunities are being missed because we don’t know our customer’s needs?

In a large insurance company, customer feedback was being captured but not used to help tweak campaign dynamics. The introduction of closed loop reporting was used to improve campaigns and was responsible for a 2% lift in overall response rates and associated increases in cross and up sell conversions.

In addition, the focus on closed loop feedback processes, reporting and action meant more highly engaged staff, higher customer service offerings and reduced customer attrition rates.

Business Outcome Based Reporting

Traditionally call centres measure large numbers of operational variables, e.g. grade of service (GOS), average length of call (ALOC), abandon call rates, average speed of answer (ASA). However, you need to ensure that key campaign success metrics, e.g. sales, are not compromised by too much focus on operational variables.

For example, a recent client was very focused on average call length to the point where cross and up sell opportunities were being dismissed.

However, reducing the focus on this metric encouraged consultants to prompt for up sell and cross sell opportunities and increased sales by 3%.

In another case “attempts” were not being measured leaving the organisation unable to identify the success of particular lists and the integrity of their data. Including this metric in reporting enabled the company to report on campaign list data integrity and understand the productivity levels of consultants.

Traditional Call Centre Metric Reporting

While you need to report on business outcomes ensure that you also review the traditional metrics as they can indicate opportunities for productivity and efficiency gains.

One FMCG company increased dialling times, list penetration and sales by 3% when newly created occupancy level reporting lead them to change their resource mix. The result was increased occupancy levels, operational hours and total available dialling time.

The increased dialling time meant a larger penetration rate on lists and an increase in sales of 3%.

Staff Targets and Goal Reporting

It may sound obvious but if you are going to have targets for your call centre staff you need to make sure that they are motivating. Many call centre environments simply do not utilise target and goal setting to their fullest.

One large company had a single, extremely aggressive sales target set for a large campaign. A review recommend breaking the overall target down into team, group and individual components and including fun and motivational tools. As a result the business over achieved its target by 2.5%.

Campaign Execution Reporting

Good reporting will enable you to uncover the source of a variety of campaign execution problems so you can reduce poor service provision, retain customers longer and increase repeat sales.

A large Australian company whose customers require 2nd level support for purchase resolution were not being responded to within the published time frames. This resulted in dissatisfied customers and poor repeat purchase levels.

By establishing service level agreements (SLA’s) for customer interactions and then reporting on success, the organisation exceeded their customers’ service expectations. The results were dramatic with reduced attrition rates, higher instances of repeat purchases and a 60% reduction in service complaints.

List Utilisation Reporting

List utilisation reporting helps you to understand how well are you are using your lists. It answers questions such as:

  • Are lists being burnt through over dialling and chain dialling?
  • How many attempts per hour per agent are being made?
  • Is the penetration of a list based on capacity rather than ROI?

Ongoing dialler and ACD management within a call centre increases efficiencies and results but doesn’t always happen.

An FMCG organisation that did not have a dedicated Dialler Manager, was loading lists onto its dialler and letting them run without being properly managed. The resolution was to appoint a dialler manager to provide real-time and review reporting.

This initiative immediately resulted in increased effectiveness and efficiencies across all measurable metrics increasing penetration, contact and sales results.

Customer Service Reporting

Are the customers that are calling in to respond to an offer receiving the type of service that they should?Grade of service, abandon call rates and abandon call profiles within your inbound operation are all elements of good customer service reporting.

Our review of one Company that did not focus on their abandoned call profile discovered that calls were abandoning after more than 40 seconds. The solution was to engage the caller to stay on the line for more than 40 seconds. The subsequent decrease in abandon calls resulted in a 2.25% increase on sales for the campaign.

Quality and Assurance (Q&A) Reporting

For Financial and Insurance businesses there is no denying that compliance adherence is mandatory to the success of their business. However, some call centre environments are still confused by the difference between Compliance and Q&A reporting and don’t execute the latter.

You must ensure that you have access to call centre reports that measure if you are meeting customer service needs and if you are sending a consistent message from your business with every interaction.

One client that focused solely on compliance monitoring was just not getting the desired results. A review acknowledged that consultants were achieving 100% compliance adherence but were not focused on creating and providing the best experience for their clients. The result was a poor uptake of offers.

The Company implemented strong and formal Q&A processes and reporting, that still focused on compliance needs, and drove a 3.5% lift in responses.

Benchmark Performance Reporting

Benchmarking acknowledges service and competency variations between environments, teams and individuals. It is a strong process and reporting metric that identifies inconsistencies, effectiveness and inefficiencies both within the call centre and with best in breed organisations.

One Company recently outsourced its outbound operations to two separate vendors but had never benchmarked the two. Differences in price structures and reporting outcomes made it hard for the business to understand how successful each one was against the other.

A benchmarking review indicated the more expensive vendor was in fact the more successful both in terms of execution and response rates. The company then moved higher end campaigns to the more expensive vendor and increased their sales results by 2%.

In summary, many marketing organisations do not realise that call centre reporting is invaluable in maintaining and improving the successful execution of direct marketing strategies and campaigns. Plus that reporting is more than the simple, operational metrics provided by many of their call centre channels.

Marketing managers that use and understand both operational and campaign call centre reporting will make huge differences to their bottom line and increase their success.

agent activity reports

106 thoughts on “Real-Time Reporting for Call Center

  • February 9, 2015 at 9:53 pm
    Permalink

    I was very pleased to uncover this web site. I need to to thank you for
    your time just for this wonderful read!! I definitely savored every bit of it and I have you book-marked to look at new
    information in your web site.

  • February 9, 2015 at 9:58 pm
    Permalink

    Hello there! I could have sworn I’ve visited this blog
    before but after looking at many of the posts I realized
    it’s new to me. Regardless, I’m definitely happy I came across it and
    I’ll be book-marking it and checking back regularly!

  • February 9, 2015 at 10:08 pm
    Permalink

    I’m amazed, I must say. Seldom do I come across a blog that’s both equally educative and amusing, and without a doubt, you’ve hit the
    nail on the head. The problem is something which not enough folks are speaking intelligently about.
    I’m very happy that I came across this during my search for something concerning this.

  • February 9, 2015 at 10:08 pm
    Permalink

    Wow that was unusual. I just wrote an really long comment but after I clicked
    submit my comment didn’t appear. Grrrr… well I’m not
    writing all that over again. Regardless, just wanted to say great blog!

  • February 9, 2015 at 10:25 pm
    Permalink

    certainly like your website but you have to test the spelling
    on quite a few of your posts. Several of them are rife with
    spelling problems and I in finding it very bothersome to inform the truth then again I will certainly come
    again again.

  • February 10, 2015 at 6:21 am
    Permalink

    I was curious if you ever thought of changing the structure of your website?
    Its very well written; I love what youve got to say. But maybe
    you could a little more in the way of content so people could connect with it better.
    Youve got an awful lot of text for only having one or two images.

    Maybe you could space it out better?

  • February 10, 2015 at 6:25 am
    Permalink

    I am now not positive where you’re getting your information, however great topic.
    I needs to spend some time learning much more or
    figuring out more. Thanks for magnificent info I used to be searching for this information for my
    mission.

  • February 10, 2015 at 7:17 am
    Permalink

    Superb blog! Do you have any recommendations for aspiring writers?
    I’m hoping to start my own blog soon but I’m a little lost on everything.
    Would you suggest starting with a free platform like WordPress or
    go for a paid option? There are so many choices out there that I’m
    totally overwhelmed .. Any recommendations? Thanks!

  • February 10, 2015 at 7:19 am
    Permalink

    Oh my goodness! Awesome article dude! Thanks, However I am going
    through problems with your RSS. I don’t understand why I cannot join it.
    Is there anyone else getting similar RSS issues? Anybody
    who knows the solution will you kindly respond? Thanx!!

  • February 10, 2015 at 7:39 am
    Permalink

    You are so interesting! I do not think I’ve read anything like this before.
    So wonderful to find another person with some original thoughts
    on this issue. Seriously.. thank you for starting this up.
    This web site is something that is needed on the internet, someone with some originality!

  • February 10, 2015 at 8:05 am
    Permalink

    I know this if off topic but I’m looking into starting my
    own blog and was wondering what all is needed to get set up?

    I’m assuming having a blog like yours would cost a pretty penny?
    I’m not very web smart so I’m not 100% positive. Any
    recommendations or advice would be greatly appreciated.
    Appreciate it

  • February 10, 2015 at 8:18 am
    Permalink

    What i do not realize is in reality how you’re not actually
    much more neatly-liked than you might be now.
    You’re so intelligent. You know thus considerably with regards to this subject, made me in my opinion imagine
    it from so many various angles. Its like women and men are not involved until it’s something to accomplish with
    Lady gaga! Your own stuffs great. All the time care for it up!

  • February 10, 2015 at 1:37 pm
    Permalink

    Do you mind if I quote a few of your posts as long as I provide credit and sources back to your
    blog? My blog is in the exact same area of interest as yours and my users would really benefit from a lot
    of the information you present here. Please let me know if
    this alright with you. Thanks!

  • February 10, 2015 at 3:35 pm
    Permalink

    I’ll right away seize your rss as I can not in finding your
    email subscription link or e-newsletter service.

    Do you have any? Please permit me recognize so that I may just subscribe.
    Thanks.

  • February 10, 2015 at 3:43 pm
    Permalink

    You actually make it seem so easy with your presentation but I find this matter to be really
    something which I think I would never understand. It seems too complex and extremely broad for me.

    I’m looking forward for your next post, I’ll try to get the hang of it!

  • February 10, 2015 at 4:28 pm
    Permalink

    Hi there I am so grateful I found your weblog, I really found you by accident, while I was
    looking on Google for something else, Anyways I am here now and would
    just like to say many thanks for a fantastic post and a all round enjoyable blog (I also love the theme/design), I don’t have
    time to read through it all at the minute but I have
    book-marked it and also added your RSS feeds, so when I have time I
    will be back to read a lot more, Please do keep up the excellent job.

  • February 10, 2015 at 6:48 pm
    Permalink

    Hello there! I could have sworn I’ve been to this website before but after browsing through some of
    the posts I realized it’s new to me. Anyways, I’m definitely pleased
    I found it and I’ll be book-marking it and checking
    back often!

  • February 10, 2015 at 7:12 pm
    Permalink

    Attractive section of content. I just stumbled upon your weblog and in accession capital to assert that I acquire actually enjoyed account your blog posts.
    Any way I will be subscribing to your feeds and even I achievement you access
    consistently quickly.

  • February 10, 2015 at 7:15 pm
    Permalink

    An impressive share! I’ve just forwarded this onto a colleague who has been doing
    a little homework on this. And he actually ordered me
    lunch simply because I stumbled upon it for him… lol. So
    let me reword this…. Thank YOU for the meal!! But yeah, thanks for spending some time to discuss this
    issue here on your site.

  • February 10, 2015 at 10:19 pm
    Permalink

    I am really inspired along with your writing abilities and also with the format
    in your weblog. Is that this a paid topic or did you customize it yourself?

    Either way keep up the excellent high quality writing, it
    is rare to look a great weblog like this one today..

  • February 10, 2015 at 11:07 pm
    Permalink

    My brother recommended I might like this web site. He was entirely right.
    This publish truly made my day. You cann’t consider
    simply how much time I had spent for this information!
    Thanks!

  • February 11, 2015 at 12:29 am
    Permalink

    Hey there! Someone in my Myspace group shared this site with us so I came to look
    it over. I’m definitely enjoying the information. I’m book-marking and will be tweeting this to my followers!
    Terrific blog and excellent design.

  • February 11, 2015 at 12:57 am
    Permalink

    Wonderful blog! I found it while searching on Yahoo News. Do you have any suggestions on how to get listed in Yahoo News?
    I’ve been trying for a while but I never seem to get there!

    Thank you

  • February 11, 2015 at 3:48 am
    Permalink

    I like the helpful info you supply on your articles.
    I’ll bookmark your blog and take a look at again here regularly.
    I’m relatively certain I will be informed a lot of new stuff proper here!
    Good luck for the next!

  • February 12, 2015 at 5:27 am
    Permalink

    Hi there, I found your website by the use of Google whilst searching for a similar subject, your
    site got here up, it looks good. I have bookmarked it
    in my google bookmarks.
    Hi there, simply became alert to your weblog thru Google, and located that it is truly informative.
    I’m going to watch out for brussels. I’ll be grateful if you happen to continue this in future.
    Numerous other folks will likely be benefited from your writing.
    Cheers!

  • February 12, 2015 at 10:34 pm
    Permalink

    Just the other day, I went home for lunch to take my dog out
    for a little walk, and I met a very nice man who was driving around checking out the area where I live.

    There are many different ways to enjoy the wonder of a Disney
    holiday. Here, the Caves hotel multiplies your joy with amazing views.

  • February 16, 2015 at 1:21 am
    Permalink

    I believe everything composed was very logical. But, what about this?

    suppose you were to create a awesome headline? I ain’t suggesting
    your content is not good, however suppose you added a title
    to possibly grab folk’s attention? I mean Real-Time Reporting for Call Center
    | Eduguru – Good Blogging is a little boring. You might glance at Yahoo’s
    home page and note how they write article headlines to get viewers to open the links.
    You might add a video or a related picture or two to get people excited about everything’ve written. Just my opinion, it might bring
    your posts a little bit more interesting.

  • February 16, 2015 at 5:12 pm
    Permalink

    Hi there very nice site!! Guy .. Beautiful .. Superb ..
    I will bookmark your blog and take the feeds also?
    I am satisfied to seek out numerous helpful info here within the post, we need work out
    extra techniques in this regard, thanks
    for sharing. . . . . .

  • February 20, 2015 at 11:48 pm
    Permalink

    Hello there I am so grateful I found your blog, I really found you by mistake, while I was
    searching on Aol for something else, Regardless I am here now and would just like to say thanks a lot for a remarkable post and a all round exciting blog (I also love the theme/design), I don’t have time
    to go through it all at the minute but I have saved it
    and also included your RSS feeds, so when I have time I will be back to read more,
    Please do keep up the excellent b.

  • February 21, 2015 at 12:41 am
    Permalink

    Jogging, cycling, walking, yoga or any other exercisescan certainly do wonders for your overall health as well as body.
    We have come to believe that to lose weight we have to stop eating or at
    least to stop eating our favorite foods; but, that
    is far from the truth. These fatty acids raise levels of good cholesterol, which
    sweeps through arteries and clears away plaque.

  • February 22, 2015 at 8:06 am
    Permalink

    My spouse and I stumbled over here by a different web page and thought I should check things out.
    I like what I see so i am just following you.
    Look forward to exploring your web page repeatedly.

  • February 27, 2015 at 2:50 pm
    Permalink

    It’s perfect time to make a few plans for the longer
    term and it is time to be happy. I’ve learn this post and if I may I wish to counsel you few attention-grabbing issues or suggestions.

    Maybe you could write next articles referring to this article.

    I wish to learn more things approximately it!

  • March 12, 2015 at 12:05 am
    Permalink

    Just the other day, I went home for lunch to take my dog out for a little walk,
    and I met a very nice man who was driving around checking out the area
    where I live. 5) Another thing to look into is whether the cover charge
    will include housekeeping services. In a new media driven world,
    people rely on search, their friends on social networks, and other online media channels
    to hear about things happening in the digital world.

  • March 16, 2015 at 5:22 am
    Permalink

    Hello i am kavin, its my first occasion to commenting anyplace, when i
    read this piece of writing i thought i could also make
    comment due to this sensible paragraph.

  • March 22, 2015 at 2:43 am
    Permalink

    Purchasing by this means will help you to get rid
    from the worries pertaining to the styles of the hat.
    It is great for a walk to the park, on the beach, trail or a
    run. The aunt facilitated his move to Los Angeles, helped him with
    a place to stay while he got set up, and most pivotal, took
    him to the Westfield Culver City mall.

  • March 23, 2015 at 10:38 pm
    Permalink

    For those who experience considerable pain during physical activity, the
    inner cushioning, perforation and mesh is able to provide enhanced support for additional comfort.
    To learn more about the tisa snapbacks hats and beanie hats.

    However, there are indications of a version of
    the snapback hat being around in the late 1800’s because of the non-uniform and wide array of hats used
    during baseball games.

  • March 26, 2015 at 6:51 am
    Permalink

    This isn’t an longer a problem considering the availability
    of gift business cards. Retail gift cards is an ever ballooning
    industry and with each passing year one sees further growth especially during the holidays.
    Is it possible to generate gift cards or certificates without extra cash.

  • March 27, 2015 at 2:00 am
    Permalink

    Hi there, I discovered your web site by way of Google even as searching for a related subject, your web site got here up, it
    appears great. I have bookmarked it in my google bookmarks.

    Hi there, simply became alert to your weblog thru Google,
    and found that it is really informative. I am going to be careful for brussels.
    I will appreciate in case you proceed this in future.
    Many folks will be benefited out of your writing.
    Cheers!

  • March 27, 2015 at 11:40 am
    Permalink

    I know this if off topic but I’m looking into starting my own weblog and was curious
    what all is needed to get set up? I’m assuming having a blog like yours would cost a pretty penny?
    I’m not very web smart so I’m not 100% sure. Any tips or advice would be greatly appreciated.
    Kudos

  • March 28, 2015 at 1:28 am
    Permalink

    Great blog! Is your theme custom made or did you download it from somewhere?
    A design like yours with a few simple tweeks would really make my blog stand out.
    Please let me know where you got your design. Bless you

  • March 28, 2015 at 1:53 am
    Permalink

    Hello just wanted to give you a quick heads up. The text in your content seem
    to be running off the screen in Internet explorer.
    I’m not sure if this is a format issue or something to do with internet browser compatibility but I thought I’d
    post to let you know. The style and design look great though!
    Hope you get the issue fixed soon. Kudos

  • March 28, 2015 at 2:10 am
    Permalink

    Excellent items from you, man. I have take into accout your stuff previous to and you are simply extremely great.

    I really like what you have obtained right here, really like what you’re saying and the way during
    which you are saying it. You are making it enjoyable
    and you continue to care for to stay it wise.
    I cant wait to read far more from you. This is really a wonderful web site.

  • March 30, 2015 at 11:44 pm
    Permalink

    My partner and I stumbled over here from a different web address and thought I
    might check things out. I like what I see so now i’m
    following you. Look forward to finding out about your web page repeatedly.

  • March 31, 2015 at 4:16 am
    Permalink

    Ensure that your resume makes it easy for the readers
    to identify your capabilities and feel your enthusiasm to be a part
    of their workforce. Apart from sunbathing on the glorious sandy beach, this little village offers the
    tourist much more. Should you favor a relaxing time, then the
    spectacular seashores Dubai has to offer could be the ultimate location for relaxation.

  • March 31, 2015 at 5:14 am
    Permalink

    loss of weight, loss of inches, or lower unwanted fat percentage, this will
    likely indicate a need to re-evaluate your plan and efforts.
    Midnight is a time when there can be a decrease of activity and if you at this time and get to sleep the high
    sugar with your blood stream isn’t burned off and are stored as
    fat. In these fasts you do not consume any calories,
    and after these periods are over it is possible to
    eat what you like.

  • April 5, 2015 at 8:23 am
    Permalink

    Hello There. I found your blog using msn. This is an extremely well written article.
    I’ll make sure to bookmark it and come back to read more of your useful
    information. Thanks for the post. I’ll definitely comeback.

  • April 6, 2015 at 4:18 pm
    Permalink

    hellko there and thank you for your info – I have certainly picked up
    something new from right here. I did however expertise some techhnical isues using this site,
    as I experienced to reload the website lots of times previous too I coould get it to
    load properly. I had been wondering if your web hosting is OK?
    Not that I am complaining, but slow loading instances times will someetimes affect your placement iin google and could damage your high quality score if advertising and marketing with Adwords.
    Well I am adding this RSS to my email and can look out for a lot more of your respecive interesting content.
    Ensure that you update this again soon.

  • April 7, 2015 at 9:00 pm
    Permalink

    Tɦɑnks for your post. Another itеm is that being a photographer entailss not
    only isssues in caturing ɑward-winning photogrzphs buut hardships in aϲquiring
    tҺhe best digicam suited to your needs and mоst especially issues in maintaining the gгade of your camera.

    This really is very rеal and clear for those photography enthusiasts that are іn tο
    captսring a nature’s eye-catching scenes : the mountaіns, the particulaг foreѕts, the pɑrticular wild or
    the seas. Going to these amazing places absolutely requires a dsor camera that can live up to the wild’s tough conditions.

  • April 7, 2015 at 11:14 pm
    Permalink

    Excellent post. I was checking continuously this blog and I am impressed!

    Extremely useful information specially the last part 🙂 I care for such information a lot.
    I was looking for this particular information for a very long time.
    Thank you and good luck.

  • Pingback: My Homepage

  • April 12, 2015 at 10:01 pm
    Permalink

    Cool blog! Is your theme custom made or did
    you download it from somewhere? A design like
    yours with a few simple adjustements would really
    make my blog stand out. Please let me know where
    you got your design. Bless you

  • April 13, 2015 at 1:07 pm
    Permalink

    Hey There. I found your blog using msn. This is an extremely well written article.
    I will be sure to bookmark it and return to read more of your useful info.

    Thanks for the post. I will certainly comeback.

  • April 13, 2015 at 3:11 pm
    Permalink

    We’re a group of volunteers and starting a new scheme in our community.
    Your site offered us with valuable information to
    work on. You’ve done an impressive job and our entire community will be thankful to you.

  • April 14, 2015 at 3:36 am
    Permalink

    Hello there! This is kind of off topic but I need some guidance from an established blog.
    Is it very hard to set up your own blog? I’m not
    very techincal but I can figure things out pretty fast.
    I’m thinking about making my own but I’m not sure where to begin. Do you have any
    ideas or suggestions? With thanks

  • April 14, 2015 at 2:30 pm
    Permalink

    Hey very cool site!! Man .. Excellent .. Amazing ..
    I will bookmark your site and take the feeds additionally?
    I am satisfied to seek out numerous useful info here in the publish, we
    need work out more strategies in this regard, thank you for sharing.
    . . . . .

  • April 16, 2015 at 4:10 am
    Permalink

    I’m excited to uncover this site. I want to to thank
    you for ones time just for this wonderful read!!

    I definitely appreciated every part of it and I have you book-marked
    to look at new stuff in your site.

  • April 16, 2015 at 7:45 am
    Permalink

    Does your website have a contact page? I’m having a tough time locating it but, I’d like to send you an email.
    I’ve got some creative ideas for your blog you might be interested in hearing.
    Either way, great website and I look forward to seeing it develop over time.

Leave a Reply to Erica Cancel reply