Call Analytics
The previous report that we discussed will help you get started with knowing your call center better in terms of the current trend and call load. But to stay on top of your customer’s needs, you need to look further into your call center’s performance. If knowing the volume of calls and doing the math right to handle it is one thing, doing it in the best way possible is another. The call analytics report plays a huge role in helping you do it in the most optimal way with metrics like:
Call Analytics
Running your business’s phone support by keeping a close watch on these metrics gives you a strong sense of where your call center is heading in terms of performance. And ensuring that at least, metrics like Call Distribution By Queues and Answered vs Missed Calls are in good shape is quite important for any growing business.
Call distribution by Queues
By knowing how much workload each call queue faces on a daily basis, you can get an idea of the number of agents who need to be assigned for a particular queue. Let’s say, this report shows that the billing and finance call queue gets the maximum number (30%) of phone calls for the month followed by the shipping enquiry queue (12%).
Making sure that the number of agents handling the billing queue is more than the number working on the shipping queue is the least that has to be set right. Going one step further, you can also look into why the billing department ends up receiving too many calls. Small changes like adding more information to the invoice, creating a page with the FAQs specific to billing queries on your site and rewording your billing related emailers to read more clearly can cut down most of your calls and save you some bucks.
Answered vs Missed calls
This ratio best represents the crux of how well you are performing as supervisor/admin. Since you are the one responsible for setting up the call queues, assigning agents to different teams based on their area of expertise and setting up the IVR and routing rules, this ratio reflects on how resourceful you are. Let’s say for most days of the month, the report shows that the number of missed of calls are more that the number of calls answered. Clearly, you need to put in more thought while setting up your call center’s features or you need to figure out if your agents aren’t performing well enough to meet the expectations. Either way, with the insight from this report it would be easier for you to identify what needs to be changed to help your call center work better.
While these Curated Reports help you get started, there are more such metrics and reports as a whole to help you grow into a doing better business, scale with as much efficiency as possible and reach a point where none of your customer calls go unanswered. While you are busy getting better by the day and smarter with these insights, we’ll be doing our bit of research to curate more such ready-to-use reports in the near future. Do watch this space for more updates.