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A contact center plays a vital part in a company’s success as it directly deals with the customers. Hence, it is very important to keep a check on your agent’s performance and the reviews of your customers through contact center reporting. To make sure your customers are catered to 24/7 you can do an onshore vs offshore employees comparison. However, for a flawless contact center service, both types go hand in hand.
Don’t be Fooled by Inbound Abandoned Call Rates
To avoid misdials, legitimate abandons, and wrong numbers while calculating your abandoned call rates. Make sure that the threshold is not prolonged. You may face low abandoned call rates if your call center’s threshold is higher than five seconds. Which is the standard for industries.
Contrary to this, if you use IVR (Interactive Voice Response) to measure the abandon rates, they will probably be too high. Moreover, in case a customer resolves their query using self-service and hangs up, this is considered to be a success instead of an abandoned call.
Don’t Obsess Over Average Handling Time
Measuring the average handling time may be vital in determining the number of advisors needed. However, it is not very beneficial in reference to customers. In order to meet KPIs, some of your agents might be more concerned about ending a call in a timely manner. This negatively impacts your customer service as it usually results in multiple calls by the customers.
Instead of being obsessed about the average holding time, focus on first contact resolution. This ensures that your customers stay happy and loyal.
Let Go of Impossible Advisor Occupancy Rates
Your advisors will be prone to burnout if they are over-working for maximum utilization. This leads to a high rate of staff attrition. To avoid this, you should keep an eye on the occupancy rates and give time to your advisors to collect their thoughts. Additionally, breaks from the phone for other opportunities and training to manage multiple channels will ensure that you are not overworking your advisers and will give variation to the daily tasks of the position.
Pay Attention to Digital
Given that 60% of your consumers now connect with you online, it is critical to take into consideration the emerging demand for digital. In order to do this, you should offer a historical and real-time analysis of all this activity. Accounting for both website visitors and people waiting in line to speak with your contact center representatives.
The goal of this activity is to learn more specifics about the customer experience. Moreover, one other helpful reporting metric you can use is to determine the number of calls that were handled that day as a result of customers abandoning their web journey. The web team at contact centers should then receive this information.
Use Existing Data
Within your contact center, there’s already a large amount of data. This data includes the number of transfers made. Times a customer calls, and calls placed on hold for an excessive amount of time.
Although these reporting statistics are useful on their own, they also offer enough information for root-cause analysis. Which can explain the highs or lows of other metrics. In order to resolve these issues, contact centers should pay more attention to them.
Make Use of Technology
It is difficult to handle unstructured data. Because of this, contact centers simply can’t keep ignoring tools like voice analytics. Let them explore their data and uncover hidden problems related to customer engagement. That speech analytics not only prove fruitful for large contact centers but also for smaller ones.
Do Not Overcomplicate Feedback Reports
Getting lost can be very easy with an abundance of reporting data. Therefore, it is crucial that you only focus on what is actually important. Keep in mind that data visualization and presentation prove vital in this case.
Consider the content that you display on your wallboards and decide if it is necessary for agents to know about the number of incoming calls or not. This is so because their job is to provide excellent customer service instead of hurriedly finishing calls to clear the line.
Furthermore, you should not solely rely on measuring averages. Instead, look for statistics that focus on exceptions that can give you a much better idea of where you lack in reference to customer satisfaction.
Conclusion
Customers are the most important element that help in generating sales for your company and make it reach new heights of growth. Therefore, it is essential that you make sure your contact center representatives are not compromising on customer service at all. You can keep a check through contact center reports.
