Regardless of the volume of calls you are making in your contact center, or what the nature of your business may be, reporting and tracking calls as well as being able to quickly analyze data is crucial. Without this ability, you would have a very hard time tracking the effectiveness of your various contact campaigns or measuring the growth of many elements within your business. Finding a contact center solution that provides you with the following elements may be a wise first step towards a more productive and efficient center. Adjust Goals with Automatically Generated Reports When your reps are all on the phones making calls, do you have a way to send this data to your management and supervisory teams? You will want to make sure that you have implemented a solution that gives you and your relevant team members access to crucial data. Automatically generating reports, for instance, can keep your entire team on the same page so that you can better identify goals to implement as a center. For instance, you might pull a report that is automatically sent to your entire management team. Perhaps the report indicates the average call time is over 8 minutes and you have decided as a team that the goal for the contact center should be 5 minutes or less. When everyone has access to this measurable data, you can begin to identify trends and patterns that might be causing it and put together a strategy to decrease the amount of time reps are spending on calls. Create Graphs and Charts Automatically You might have all of your data in a spreadsheet, and you might be using this data to create great looking graphs and/or charts. Graphs and charts are great ways to illustrate trends in a visual way that many people will understand better. However, the process of creating graphs and charts from data that you or your reps input yourself is time intensive and may ultimately cost your business a lot of money. Being able to create these illustrations of statistics and essential data automatically may be more cost and time effective for your business. Customize Reports for the Most Relevant Data Some contact centers in some industries will want to have access to certain reports while others will not. When choosing a reporting system for your center, you should have the ability to customize the report filters. You should be able to filter out data that is irrelevant while pulling information from reports that have more significant bearing on your business. Eliminate Human Error If you are still running your reports using spreadsheet software and apps, your data may contain erroneous information, which is often the result of malfunctioning formulas or other basic human errors. Your best option is to find a solution that automates reports rather than relies on personnel to run them accurately 100% of the time. Track Performance by Monitoring Activity in Real Time As a contact center manager, being able to monitor individual representatives’ performance statistics, ever-changing marketing campaigns, and the quality and effectiveness of current sales and service strategies is essential. When you want to gather and analyze data, you can’t always wait until the end of the month, or the week, or even the day. Sometimes you need to be able to gather essential data in that moment. If you want to measure the performance of your contact center for the past 4 hours, you will need to have a solution in place that allows for real time reporting. Ultimately, finding the right contact center solution that provides you with all of these amazing benefits will take some time but once you have something that works for you, the rewards can be tremendous. Contact Center Solution! 3CLogic provides intelligent reporting capabilities to help your business run more efficiently. Visit our page on http://3clogic.com/solutions/reporting-and-business-intelligence-for-your-contact-center.php for more info!
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