How to use phone call reporting data to improve your contact center performance
The built-in reports in the Freshcaller dashboard help the phone team leaders to analyze the health of the entire call/contact center. It is easier to spot call trends, volume trends thereby helping you ideate and launch remedial measures to keep your customer experience amazing.
Quality of conversations directly impacts your deals, resolutions, hiring, etc. Understanding the number of call transfers, hold time, average talk time, etc. allows you to spot improvement areas easily. You can also conduct regular quality checks using the live call monitoring capability of your phone system.
Team catering to different use cases, working out of different geographic regions, typically exhibit variations in their performances. While running a contact center for your business, always look for anomalies in the data of teams and make appropriate improvements in your processes.
Your Key Performance Indicators (KPIs) pre-built into your Freshcaller dashboard.
Freshcaller comes with an easy-to-use report builder capability which is completely native to your phone account. The custom report builder can utilize every single phone metric and convert that into data-sets that can be used for your analysis. The Freshcaller custom report capability allows you to also use schedule your reports to be delivered to your work email address as well as giving you the option to add filters to your data.
With Freshcaller's real-time dashboard, you can monitor your entire call center operations from anywhere in the world. The In-Queue section lists down all callers who are waiting to talk to your agent. In-Conversation section lists all live conversations which you can monitor and barge in as a supervisor. You can also look at the real-time agent availability status with the dashboard.
Virtual teams across the world won't make any difference to your job as the phone team manager or supervisor. That's because you use Freshcaller's Service Level Monitoring capability to stay-on-top of your real-time service level numbers. Monitor queue specific metrics and make better decisions on staffing, call flows, and the overall running of your call center.
It's not fun if you are managing a team but do not have the right data to analyze how your team is performing. That is why Freshcaller provides you with every call center metric that you ever need with extensive call metrics data along with the option to export them all. Oh, and you also get the abandoned calls data and the reason for the abandonment with your Freshcaller account.
You will find reports in your Freshcaller dashboard from the Blossom plan onwards. Custom report builder will only be available to customers from Garden and above.
You can create any number of custom reports as long as it solves your business objectives. We recommend that each report is tied to a clear objective thereby giving you a clear picture of the actual performance versus the expected one.