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Call Center Dashboard – A Guide To Reports & Analytics In A Data-driven World

Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh, CEO of Zappos

Consumers are more empowered than ever before. With access to an ever-growing number of digital touchpoints for connecting with peers, conducting research, and making all-important buying decisions, it’s up to today’s businesses to provide a level of service that is outstanding across the board.

In 2016, 75% of companies pointed out that improving their customer experience was their top innovation objective priority. Moreover, experts predict that by the year 2020, customer experience will surpass price and product as the key brand differentiator.

There’s no doubt about it: providing a flawless level of customer service is vital if you want to enjoy a successful and sustainable commercial future – and it’s likely that your call center is the beating heart of your entire consumer-facing operation.

Exclusive Bonus Content: Call Center Benefits: A Short Summary
Download our free guide on the advantages of call center dashboards!

That said, to improve the overall efficiency, productivity, performance, and intelligence of your call center you will need to leverage the wealth of digital data available at your fingertips. And the best way to do so is by using call center dashboards and reports.

Before delving into the benefits, features, and functions of call center reports, it’s important to consider the role of data in customer service and the level of insight these various rafts of information can give you to develop a successful business intelligence strategy.

The Importance Of Data In Customer Service

“Data will talk if you’re willing to listen to it.” – Jim Bergeson

Online data analysis offers the means to identify your strengths, weaknesses, faults, and triumphs in a variety of areas, and you can use this information to improve and enhance your business on an ongoing basis – customer services is one of those areas.

Without a doubt, to deliver a truly exceptional level of customer service, it’s imperative to understand your consumers and their interactions on a deeper level – that’s where call center data analytics come in.

A call center report helps organizations to take corrective measures to set internal targets, monitor agent performance levels and analyze efficiencies in various areas including complaint resolution, response rate, and overall productivity levels.

The rate at which data is produced has now increased exponentially. For example, 40,000 search queries are performed per second via Google alone, which equates to 3.46 million searches per day and 1.2 trillion each year. The data is out there and by using it to your advantage, you stand to improve every element of your call center’s performance, significantly.

It’s possible to trace the history of commerce back to 150,000 years, with face-to-face communication being the only viable means of customer services. Some 1,500 centuries later, not only do we have a multitude of communicative methods but a depth of digital insight that can help us make vital customer service-based decisions – and call center dashboards make sense of this wealth of available information.

What Is A Call Center Report?

A call center report is an intuitive visual reporting tool that displays a range of relevant call center metrics and KPIs that allow customer service managers and teams to monitor and optimize performance and spot emerging trends in a central location.

The digestible visual displays of a call center report not only help to simplify analysis – thereby significantly reducing data consumption time – but the interactive nature of these reports empowers users to extract invaluable real-time data with ease.

Data visualization tools are the fast track to an improved customer service intelligence, and robust call center dashboards exist for that very purpose.

What Are The Benefits Of Call Center Dashboards And Reports?

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

As you may have gathered, call center dashboards are vital to the ongoing health, cohesion, and success of your business’s customer service activities.

To put the power of these call customer service-centric reports into perspective, here is a glance at the benefits of call center interactive dashboards:

  • Call center reports can help you improve your customer-facing interactions exponentially by helping you to increase overall productivity and improve complaint response and resolution rates.
  • The insights offered by a call center dashboard will provide a level of insight that will help you spot service inefficiencies, empowering you to streamline your processes, cutting costs, enhancing service, and employee motivation levels as a result.
  • Call center agent metrics will help you to support those that need help in particular areas of their role while helping to engage your staff by using a more personable approach. These actions will lead to a happier workforce, in turn, enhancing the level of support you give to your customers.
  • With robust real-time call center data analytics, you can spot trends and deal with any potential issues as they occur, nipping them in the bud before they spiral into more detrimental, time-consuming problems.
  • As the data is presented in an interactive, intuitive, and visual format, it’s possible to view, absorb, analyze, and share vital call center data with ease, saving time and aiding cross-departmental collaboration.
Exclusive Bonus Content: Call Center Benefits: A Short Summary
Download our free guide on the advantages of call center dashboards!

See Here Call Center Dashboard Reporting Examples

“Torture the data, and it will confess to anything.” – Ronald Coase

A call center report is an incredibly powerful tool for the modern business. To put this notion into perspective here are three examples of our customer service-based dashboards in addition to the key KPI examples associated with each report.

1. Call Center Team Dashboard

**click to enlarge**

Our Call Center Team dashboard drills down into a call center team’s daily, weekly or monthly performance, providing an insight into resolution times, response rates and optimal service times.

Moreover, this call report provides information on the number of issues your customer department receives, priceless customer feedback on a regular basis as well as metrics on the performance of individual agents.

This balanced mix of data will not only help you take measures to train, engage, and motivate the staff that need the most Support while rewarding your top performers, resulting in improved complaints resolutions and response rates, but by gaining consumer feedback, you will also be able to make vital changes to your internal processes.

Primary KPIs:

  • Average Response Time
  • First Call Resolution
  • Top Agents
  • Number of Issues

2. Call Center Customer Satisfaction Dashboard

**click to enlarge**

Today’s consumers value the opinion of their peers over anything else, so keeping your customers satisfied should be a top priority.

Honing in on essential metrics including Net Promoter Score (NPS), ongoing customer satisfaction levels, customer effort scores, and customer retention rates, this call center report is invaluable to the ongoing improvement made to your business’ customer experience activities.

Each of the KPIs displayed on the dashboard are geared toward improving all of your customer-facing strategies, giving you the power to make critical changes to your service tactics – the kind of tweaks that will help your customers get exactly what they want while minimizing the effort they need to make to get it.

By evolving your customer service department in these areas and drilling down into call center data analytics, you will be able to improve your customer strategy in a big way, boosting your customer retention rates as well as your brand’s reputation.

Primary KPIs

  • Customer Satisfaction
  • Net Promoter Score
  • Customer Effort Score
  • Customer Retention

3. Customer Support KPI Dashboard

**click to enlarge**

While this particular call center dashboard focuses on customer satisfaction and service levels, it also offers an under the skin glance at important customer service revenues and ongoing support costs.

Measuring the percentage of costs against your revenue offers a clear snapshot of how much is invested in your call center support teams relative to the income you generate. Investing in your customer support team, activities, and infrastructure is, of course, essential, as this will result in increased customer retention and a boost in brand loyalty, and the display on this report will help you do this more efficiently, cutting unnecessary costs and placing focus on the areas that require the most attention.

Our Customer Support KPI gathers priceless customer feedback, offers metrics that help improve support levels and provides a sustainable means of enhancing your call center’s bottom line, making it an incredibly valuable tool for the contemporary customer-facing business.

Primary KPIs

  • Service Level
  • Support Costs vs Revenue
  • Customer Satisfaction

54% of customers have higher expectations from customer service today compared to just one year ago. In the digital age, customers judge brands and businesses based on the level of customer service they deliver. That said, to thrive, and indeed, survive, in tomorrow’s world, ensuring that your call center is operating at an optimum level is essential.

Exclusive Bonus Content: Call Center Benefits: A Short Summary
Download our free guide on the advantages of call center dashboards!

By using call center reports and call center data analytics to your advantage, you stand to make the tweaks, changes, and enhancements necessary for tangible long-term success, making your customer service department an efficient, productive, intelligent, and well-oiled machine long into the future.

To find out more information, you can explore our customer service KPIs, and for a deeper insight into the world of customer support, explore our guide to call center metrics.

If you’re eager to learn more about the world of reporting, try our 14-day trial – for free!

The post Call Center Dashboard – A Guide To Reports & Analytics In A Data-driven World appeared first on BI Blog | Data Visualization & Analytics Blog | datapine.



This post first appeared on Data Visualization & Analytics Blog | Datapine, please read the originial post: here

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