5 Best Call Center Reporting Practices

Daily, weekly, monthly and yearly reports are essential components of a contact center as they are used to determine key performance indices (KPIs) and track the performance of the business. There is a raft of call center reporting tools out there but using them to diagnose and solve issues before they affect customer gratification levels is a concept that most managers ponder about day and night. Here we’re going to take you through important practices that you must include when collecting, analyzing and presenting reports.

1. Data Consolidation through Service Call Report

The first thing to do before analyzing the collected reports is consolidating data from various call centers. Do you consider data from email, chats and social media? If you want to make through and through call center reports, ensure that you get as much data as you can so that when putting data into the churning machine, you know you’ve covered all areas. Call center reputation, efficiency and management depend heavily on consolidated data. The issue here is ensuring that call center audit reports remain objective.

2. Embrace Benchmarking Call Center Reporting

Service call reports are dynamic in nature because they represent inherent variations between individual agents and prospects. Acknowledging this differences is the first step towards reporting, measuring, reviewing and interpreting results from the analyzed reports. Benchmarking allows the business to know the highest performing call center strategies.

3. Deep Analysis on All Reports

There maybe those problems which are tucked in the organization’s small operations which can easily go unnoticed. When combined, these problems accumulate to form a huge problem in the future. When performance metrics and real-time reports pop up on the screen when everyone is busy, small but crucial KPIs may be missed. Call manager reporting tacticians should always allocate more time to data analysis than any other thing.

4. Reinforce the Security of Your Call Center Reports

Indeed, there are many errors and misinformation that often reach customers because of poorly secured call center reports. Things which should remain within the walls of the business might find its way to the public which may tarnish the name of the business. Add several layers of security to your data, your reporting tools and your reports to keep snoopers away from your customer’s data.

5. Call Manager Reporting: Data Visibility

Should certain reports be available only for the managers? Or should everyone access full real-time reports via the intuitive dashboard? A unified system is ideal for any business because summaries of reports personalized for particular groups are sent to the correct departments. Agents can access call data, email data and data from social interactions but may not access vital business reports that are used in decision-making processes.

Proper reporting is only possible with reporting tools that meet the size of your operations. An ingredient for better contact performance is making use of call center analytics reporting with a keen eye on the goals of the business. Take a bold step today and take the necessary measures that could bring success to your business. If you are not sure on how or where to begin, Nectar Desk is a company that specializes on this. You can check out with our customer care to find out more.