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As much as the growth of your business is the litmus to success of your strategy, most businesses falter and stagnate after the first spell of exponential growth. While trying to understand why such a trend has become common sight in recent times, most of the analysis points towards dwindling customer satisfaction. Unhappy customers eventually cause a significant amount of churn. One of the best ways to keep customers consistently satisfied is to make sure that the agents helping them don’t lose interest and motivation at work. While there may be a dozen reasons why agents don’t perform their best, as a call center admin, you need to constantly identify the bottlenecks and motivate your agents on the big picture and how, what they do is a great value add. And the best way to do this is by giving them constant feedback and guidance to become better versions of themselves month over month with their performance metrics.
Microsoft’s 2017 State of Global Customer Service Report says that, “26% of customers are irritated when a representative doesn’t have the knowledge or ability to resolve an issue.”
Agents are the ones in direct dialogue with customers day in and day out. This makes it important to set high standards for the quality of call experience that they deliver. By doing so, the standard of the entire team of call center agents can be kept at par with the expectations of your business. To make sure that call center teams using Freshdesk Contact Center can perform to their fullest and the admins can make data-backed enhancements to their business strategy, we’ve put together a ready-to-use Agent Performance report within the “Curated Reports” section of the dashboard. The points below explain each metric within this report and give you an idea of how to interpret the data on your dashboard.
Since the biggest challenge faced by any call center is the volume of calls that need to be handled, the number of calls that an agent attends to is a basic but important metric of performance. This report gives you (the admin) a clear idea of the number of incoming and outgoing calls that were answered by each agent.
Call Distribution by Agents
From this report, analyze the ratio of the number of incoming to outgoing calls for the month. Now look at the agents who have handled the most incoming and outgoing calls respectively. More importantly, identify the ones who fall short of meeting the set targets of the average number
The active agents are the ones who need some form of acknowledgement to help them feel valued and keep up their current pace
The least that is expected by a customer is for their call to be answered. This report gives you an idea of how many calls went unanswered for a month by each agent. While this metric is primarily used to assess an agent’s efficiency, you can use data across agents to gauge the performance of your entire support center.
Unanswered Calls by Agents
The data from this report is certainly indicative of how much you respect your customer’s happiness
Now that you’ve understood the roadblock with respect to an unhealthy number of missed calls, you need to act on this feedback by helping your agents attend more calls
This report on the speed of answer sets the context for how long it takes on an average for each agent to pick their calls.
The speed at which an agent attends to a call is a great indicator of the quality of your phone support for a customer. The less time you take to answer a call, the more interested you look to solve a customer’s problem
Now that you know the bottlenecks that are bringing down the efficiency of your customer service, you need to work out some quick fixes
When an agent is unable to solve a customer’s query, they might need to transfer the call to another agent with the expertise to address that query. This report helps you identify the number of transferred calls that went unattended by the second agent (i.e., the agent to whom calls were transferred).
This report helps you understand the count of incoming and outgoing calls that were handled by each team for the month. For example, if you have one group of agents handling calls about shipping and another group attending to billing related queries, you can compare the volume of calls made and received by each group.
This report helps you know how well your agents manage their time while on a call. Handling a call precisely will help an agent answer more calls without compromising on the quality. Thus this metric gives you a clear picture on the efficiency of the agents.
Handle Time by Agents
Most customers connect with your business over a phone call because they are pressed for time and need their problems sorted as soon as possible. And keeping them on hold for long in such a situation is not a very smooth call experience for your customer. The Call Center KPI survey by Velaro reiterates this where it says “Close to 60% of customers lose patience if they are put on hold for more than a minute.” The Freshdesk Contact Center Agent Performance report considers this an important metric and helps you identify the agents who put their calls on hold for long.
Customers don’t like being put on hold.
In this report you get to see how much time an agent spends after a call in capturing important call details and highlights. This might include raising a ticket for another agent to follow-up, adding a discount code to the customer’s account, or leaving a note for any agent who might interact with this customer in future.
After Call Work Time by Agents
To know more about other curated reports, check out our solution article or this overview. If you want a customised demo of the reports feature, drop us a mail at firstname.lastname@example.org. We’ll be more that happy to get you onboard.
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