Any management depends on specific measurements and benchmarks that must be studied and controlled for effective corporate leadership. And the call center performance is no exception. That said, collecting specific data is necessary to understand better how well the whole unit works. Luckily, the modern world has made collecting and, finally, interpreting call statistics much easier. Thanks to specialized software and hardware, we can now gain a deeper insight into metrics vital to the overall operation. Now, if you haven’t had the chance to work with such data before, there’s no need to fret. The company behind the exquisite ConvertMore callback widget will walk you through call center statistics – step by step!
Assessing call center data using internal hardware
Call center statistics can be compiled and analyzed utilizing your employees’ office equipment. Specifically speaking, you can collect the following types of information:
- The volume of traffic – can be determined independently for each phone line;
- Condition of operator groups and time spent waiting for a call to be answered;
- Specific information for each call accepted by the contact center employees;
- The number of contacts handled by each staff member.
Interpreting call statistics when outsourcing
Nothing can beat having a business to call your own entirely. However, it is frequently more practical to utilize the services of an existing call center than to establish one from scratch. At least when finances are concerned. Now, it might seem as if evaluating the performance of such a call center is complicated. But, in reality, it’s possible to be done. For this purpose, a table containing specific data is typically generated. However, to begin analyzing the work of the outsourced personnel, you may need the following information:
- Information on the time and date of calls;
- Operator data;
- Caller IDs and call outcomes – essential for compiling a list of common customer concerns;
- Time and date of any follow-up calls made by a customer who was unsuccessful in reaching a representative on their initial try or one who had additional inquiries. Likewise, this applies to situations in which agents miss calls and later on contact callers to, for instance, schedule sales phone calls.
- Call processing time and date;
- The time it takes to handle the interaction (from the second it is received until it is processed);
- Alerts for incomplete phone calls – this helps in identifying potential issues.
Regular reports on the call center’s performance are essential for any in-depth review of the center and its workforce. Such reports include employee phone use details and any company software infrastructure adjustments. When the proper modules are implemented, reports may additionally have access to audio recordings of interactions. The settings and reports can be generated automatically, although call center operators can manually adjust them.
The most widely used reports are:
- Real-time reports. These provide insights into the volume of calls in each queue, the time customers spend on hold, and the frequency with which calls are answered and transferred. Furthermore, they may also include the average conversation length, the load of each line, and the method used to handle incoming and outgoing calls.
- Chronological reports. They make interpreting call statistics over a specific time frame simpler. Thanks to these reports, it’s possible to streamline processes, as they allow managers to assess both qualitative and quantitative metrics.
- Customized reports. Companies can choose parameters for tailor-made reports at random. These reports give a more accurate picture of the call center market and help determine if the industry can fulfill the company’s needs and vice versa.
Software for analyzing call center performance
Using standardized communication technologies and specialized software makes coordinating the work of individuals operating from various places feasible. Multichannel contact centers provide the chance to plan and boost website sales, deliver technical support, handle numerous client issues, and promote lasting collaboration. The majority of call center-specific software includes a set of tools for processing call center statistics. Typically, such systems and packages consist of the following:
- Tailor-made dashboard designed to display stats in real-time;
- In-depth reports about customer wait time and missed calls;
- Service-quality analytics;
- Callback option;
- Integrated capabilities for automatic call distribution to operators and departments. Besides seeing how many calls there have been annually, monthly, weekly, or daily, you may also see how many calls have been made by a specific person or business. In addition, the database allows you to examine the time and frequency of each call by entering the phone number;
- The software used to compile statistics from contact centers typically can categorize incoming calls based on their subject matter. Also, it’s possible to distribute them based on the outcomes.
Furthermore, graphs and tables can be generated for reporting purposes with the help of appropriate software. We’re talking about automatically generated reports for predetermined periods (a week, a year, or a month). These reports can, then, be used to assess your operations and those of your rivals.
Why analyzing and interpreting call statistics is important?
Interpreting call statistics is essential for any call center, as it helps to reduce costs and increase efficiency. Call centers are highly dependent on time indicators, as leased hardware, office space, phone lines, and the time operators work are all costs for the company. By analyzing call center data, companies can quickly supplement existing performance data, remind partners and customers about their services, create databases for different data types, and redistribute workload between employees. They can also better understand common customer pain points and, thus, ultimately help businesses learn how to increase user engagement on website. Furthermore, they allow for automated employee work allocation, increasing productivity and improving the interaction between various company divisions.
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