Call Center Data Analysis
Analytical minded people love to get their hands on data. Especially when that data is untapped; perhaps tracked and reported but never truly understood or implemented in any meaningful way. This is often the case we experience in a call center, where agents and managers suffer from information overload. With real-time and historic data constantly streaming into the center from various sources- automatic call distributors, workforce management systems, social media, and countless other sources- it can be easy to let data analysis fall by the wayside. In this case, many call center managers miss the opportunity to use that data to improve the customer service support experience, agent efficiency, and ultimately, the bottom line. But with the right tools and insight, you can manage to handle the matter.
It’s important to identify the call center metrics that are most important to your organization. This may include abandoned calls, average wait time, or first call resolution, and will be different for each center. For example, some centers place a high value on short handle times because agent efficiency allows more transactions to take place. However, in another business model based on relationship building, short handle times may be considered rushing loyal customers off the phone. So it’s up to you, but make a list of your most important KPIs.
Determine where you can access these KPIs. Most likely, they’re already available on the existing middleware solution in your center. It’s easy to extract that data in real-time to the output device of your choice. For the initial stages of analysis, I’d suggest a simple desktop or mobile application that allows managers to see real-time charts, graphs, and tables of key metrics. With sophisticated applications, you can even plot the data against your goal numbers, and set alerts when threshold conditions are met. If you elect to roll this real-time reporting framework out more globally at your company, you can choose to display this same data on a call center LCD display or LED wallboard in the sight line of agents.
Historical reports are also normally used especially for a big outsourcing company, but try not to get bogged down by the sheer amount of data. Look for trends in your key performance indicators as well as red flags.
Just remember, best things are not accomplished overnight. Your call center reporting strategy will take time to develop, and it’s perfectly acceptable to design and implement in stages. The whole project will seem less daunting if you choose one item to focus on each month.
Contact us today to find out more about how June Spring Contact Solutions can help you maximize your resources and improve your results. There is never any obligation until you have found the perfect solution for your business.