Reports in call centers are vital to know the general status of the service. There is no customer service department that does not do them almost daily. When you know how to make a performance report , the following ones come easily, so the task is simplified and the time invested is reduced.
Today we are going to tell you how to create a call center report focused on the most important metrics and the work of the agents. This data, on its own, will not tell you much; its objective is focused on comparison and progression .
How to make a performance report for a call center
The idea is simple, but not quick. Creating this type of report is not complicated, but it does require a considerable amount of time . The most important task is data collection , which is key to making everything add up when you enter it into the tool you have chosen.
Every performance report starts by collecting the metrics you want specific database by industry to measure . Here are some examples of basic data you’ll find in your call center software :
Sales quantity.
Number of calls received.
Number of calls answered.
Of missed calls.
Average call time.
Average waiting time
Resolutions on first contact.
Calls without resolution.
It is also advisable to collect information about the direct work of the a Ukuaji wa kibinafsi hauwezi gents , as these are directly related to the performance of the center. You can write down the following data:
Time-out.
Average attention span.
Total driving time.
Number of calls answered (per agent).
Total number of sales (per agent).
Once all this data has been collected, you have several options. The best thing to do is to download some specialized reporting software , as this will create tables, graphs and show you the information in a much more elaborate way. On the other dy leads hand, you can simplify it to the extreme by entering all the data in an Excel document and then comparing it with the following report and obtaining results.
