Real-Time Reporting for Call Center
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.
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.
Ahaa, its pleasant discussion on the topic of this piece of writing at this place at this website, I have read all
that, so now me also commenting here.
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.
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!
Excellent blog you have got here.. It’s hard
to find excellent writing like yours nowadays. I really
appreciate individuals like you! Take care!!
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.
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!
You need to be a part of a contest for one of the best websites on the web.
I am going to highly recommend this web site!
Wow that was unusual. I just wrote an very long comment
but after I clicked submit my comment didn’t appear.
Grrrr… well I’m not writing all that over again. Anyways, just wanted to say superb blog!
WOW just what I was looking for. Came here by searching for Accion Diferida Arlington
Excellent article. I will be going through many of these issues as well..
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.
Hi there, You have done an excellent job. I’ll certainly digg it
and personally suggest to my friends. I am confident they’ll be benefited from this site.
Thank you for the auspicious writeup. It in fact was a amusement account it.
Look advanced to more added agreeable from you!
However, how could we communicate?
This article presents clear idea for the new people of blogging, that truly how
to do running a blog.
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?
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.
What’s up to every one, the contents present at this web site
are actually awesome for people experience, well, keep up the nice work fellows.
Ahaa, its good discussion concerning this post at this place at this webpage, I have read all that,
so now me also commenting here.
If some one wants to be updated with most up-to-date technologies therefore he must be visit this website and be up to date everyday.
Hello to all, how is everything, I think every
one is getting more from this site, and your views are pleasant in favor of new viewers.
Hello, yes this piece of writing is actually fastidious and I have
learned lot of things from it about blogging. thanks.
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!
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!!
Hello to every single one, it’s actually a good for me to pay a quick visit this web page, it consists of valuable Information.
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!
I was able to find good advice from your content.
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
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!
Great information. Lucky me I found your blog by accident (stumbleupon).
I’ve saved as a favorite for later!
Hi, i think that i saw you visited my website thus i came to “return the favor”.I
am trying to find things to improve my website!I suppose its ok to use a few of your ideas!!
Hi, after reading this awesome article i am as well happy to
share my knowledge here with colleagues.
Hello, I would like to subscribe for this weblog to obtain hottest updates, therefore where can i do
it please help.
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!
Howdy! I could have sworn I’ve been to this blog before but after
checking through some of the post I realized it’s new to me.
Anyways, I’m definitely glad I found it and I’ll be book-marking and checking back frequently!
Why viewers still use to read news papers when in this
technological globe everything is presented on net?
Wow, fantastic blog layout! How long have you been blogging for?
you make blogging look easy. The overall look of your web site is fantastic,
as well as the content!
Hey there, You’ve done an incredible job. I’ll definitely
digg it and personally recommend to my friends. I am sure they’ll be benefited from this web site.
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.
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!
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.
Hi there, I wish for to subscribe for this website to obtain latest updates, thus where can i do it please
help.
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!
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.
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.
Hey very nice blog!
Excellent post! We are linking to this particularly great article on our site.
Keep up the great writing.
Very shortly this site will be famous among all blogging and site-building users, due to it’s fastidious content
I was able to find good info from your content.
This post will help the internet viewers for setting up new weblog or even a blog from start to end.
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..
When someone writes an paragraph he/she maintains the plan of a user in his/her brain that how a user can understand
it. Thus that’s why this post is perfect. Thanks!
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!
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.
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
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!
I am regular reader, how are you everybody? This article posted at this web site is genuinely nice.
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!
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.
Wow, wonderful blog layout! How long have you been blogging for?
you made blogging look easy. The overall look of your
website is excellent, let alone the content!
It’s remarkable to pay a visit this web page and
reading the views of all colleagues about this post, while I am also eager of getting knowledge.
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.
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. . . . . .
Peculiar article, totally what I needed.
WHERE DO I GET THE ENHANCED REPORTS
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.
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.
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.
bookmarked!!, I really like your website!
Here is my weblog web site (Taj)
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!
Very nice blog post. I absolutely love this site. Keep
writing!
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.
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.
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.
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.
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.
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!
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
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
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
Everyone loves what you guys are usually up too. This kind of clever work and reporting!
Keep up the good works guys I’ve added you guys to
my personal blogroll.
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.
When someone writes an article he/she maintains the plan of a user in his/her
brain that how a user can understand it. Therefore that’s why this paragraph
is outstdanding. Thanks!
Fastidious answer back in return of this difficulty with firm arguments
and explaining the whole thing on the topic of that.
This piece of writing is really a pleasant one it assists new internet visitors, who are wishing for
blogging.
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.
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.
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.
Appreciate this post. Let me try it out.
You have made some good points there. I looked on the web to
learn more about the issue and found most individuals will go along
with your views on this website.
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.
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.
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.
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.
I couldn’t rеsist commenting. Well written!
Pingback: My Homepage
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
It’s very effortless to find out any matter on net as compared to books, as I found this piece of writing at this web site.
It’s an awesome paragraph in support of all the internet people; they will get advantage from
it I am sure.
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.
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.
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
Everyone loves it whenever people come together and share
thoughts. Great blog, stick with it!
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.
. . . . .
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.
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.
Thanks for writing us.
You can mail for your feedback to info@eduguru.in