Call center reporting is the key to understanding your business and improving it. By collecting data from your call center, you're able to identify trends in customer behavior and use this information for making strategic decisions about everything from staffing levels to call routing strategy.

What is call center reporting?

Call center reporting is the process of gathering, analyzing and reporting data from call center agents. It's an important part of call center management because it helps you improve your business with actionable information.

Actionable information is data that enables you to take action on something, like improving your customer service or sales processes. Call center reporting helps you get actionable information by giving you insights into how well agents are doing their jobs and how customers are responding to them. You can use this information for a variety of purposes:

  • Improve customer experience - For example, if a certain agent's average hold time is too long, then maybe they need some training or some coaching from their supervisor to improve their performance. Another example would be if a particular agent has had too many customer complaints recently; then maybe they should be moved off the front line until they've improved their skillset with more training at home base (i.e., telemarketing).
  • Increase sales - If an agent has had extra sales calls in the past week but no increase in monthly revenue generated yet (because there's still time left), then it means this person might need more guidance on how best practices work so he/she can convert more leads into paying customers quickly before those who don't buy right away go elsewhere where there may be better offers elsewhere than what's being offered here now."

Why Call Center Reports Are Important for Your Business

Call center reports are important because they help you understand your business. They provide insight into the customer service experience and make it easier to improve customer service, reduce costs, increase revenue, retain customers, and hire the right agents.

Some of the types of call center reports include:

  • Abandonment rates - The number of calls that were abandoned by customers (i.e., they hung up). This report is a good indicator of agent performance and how long it takes for an agent to answer customer calls.
  • Average handle time (AHT) - The average amount of time it takes an agent to process a call request from start to finish (which may include multiple interactions like transferring calls or asking for information). A high average handle time can indicate poor performance on behalf of an agent or bad technology infrastructure issues like poor phone lines or problems with call-back options which lead customers away from their current conversation with one agent in order for them to speak with another one instead.
  • Billing reports - The number of calls per day, average call length, and the number of minutes billed to customers. These are all important factors in determining customer service performance and are useful for determining if there’s a problem with agent productivity or if your billing practices need adjusting.

The last step is to create a report that ranks the agents based on their performance. This can be used for performance evaluations and raises but also helps identify which agents are doing the best job at providing customer service and why. The report should also allow you to drill down into specific call reports. For example, if you want to know how many calls were abandoned from a specific agent, this can be done by clicking on their name in the report and seeing their individual performance metrics.

Solve Issues Faster

Customer Experience Management (CEM) is a set of processes that help businesses ensure they are providing a positive customer experience at every touchpoint and across multiple channels. One key aspect of CEM is ensuring the right agent or team of agents is assigned to your call so you can solve issues quickly and efficiently. This involves taking into account both the type of issue being reported and the caller’s location, language, time zone, etc., as well as your internal capacity for handling calls. All this data can be used to predict when an issue will likely escalate and which agent(s) should be responding to it from the start.

First call resolution

First call resolution, or FCR, is the percentage of calls that are resolved on the first contact. It’s one of the key indicators of customer satisfaction and an important metric for measuring your business operations. The higher your FCR rate, the more satisfied your customers will be with their experience. A low FCR rate indicates that you may have trouble with customer service and could be costing your business valuable feedback from unhappy customers. You can use call center reporting to view data around first call resolution rates by channel (phone or email), agent name, department and more so you can spot trends over time to improve performance across all channels and teams.

Average wait time

This is a critical metric, as average wait time is the key to determining how long customers have to wait before they get their call answered. It's calculated by dividing the total time spent on hold by the number of calls. As you may suspect, longer average wait times can negatively affect customer satisfaction, which in turn can keep customers from returning and result in lost revenue for your business. The longer customers wait for someone to answer their call, the more likely it is that they'll hang up or simply give up altogether.

Enhance Customer Service

The main benefit of call center reporting is that it allows you to identify issues and trends, which can help you identify solutions. For example, if a majority of your customers are calling in to report an issue with their billing statements, there may be a problem with the way the statements are being processed. You can then use call center data to determine what is wrong with these particular statements and either fix them or create new ones.

In addition to this, call center reporting can also be used as an indicator for whether or not customer service is improving over time. If calls increased during one month but decreased during another month following some sort of change made by your company or department (e.g., changing departments) then there’s probably something worth looking into here! This information could lead us directly towards identifying areas in need improvement at our business; e-mail sent out too late? Not enough training provided first?

Reduce call abandonment rate

Abandoned calls can be some of the most frustrating for agents and managers to deal with. Once you have identified a potential issue, you can use call center reporting to help identify abandoned calls so that they can be addressed before they become a bigger problem.

Abandoned calls are those where the caller hangs up before speaking with an agent or does not enter their message into your voicemail system. The reasons for these hang-ups vary from person to person but may include:

  • The prospect is frustrated by being on hold too long
  • They feel no one is listening and there's no point in leaving a message
  • They're waiting for someone else in their company to pick up (and never do)

Optimize Costs

There are several ways to reduce costs, including:

  • Reducing the Abandonment Rate - This refers to the percentage of calls that don't connect. The average abandonment rate for companies is around 20%, so it's worth it to work on reducing this figure if you can, as it will save you money in the long run.
  • Reducing Call Time - The average call time is 5 minutes and 30 seconds (5:30), but most customers expect their calls to be answered within two minutes or less; anything longer than that may not seem so important anymore by then! So if you're experiencing any long hold times on your end, try increasing staffing levels during peak hours and adding more lines when needed so that no one has to wait too long before they reach someone who can help them out with their issue at hand (or get off their phone).
  • Limiting Number of Calls Per Day - In addition  to setting up systems like queues or IVR systems which allow incoming calls from customers who need assistance with something specific right away such as setting up an account or applying for credit cards/loans etc. Consider limiting how many times each agent will answer phone calls per day so he/she doesn't burn out too quickly from having very little downtime between shifts overall."

Conclusion

In conclusion, call center reporting is a great way to improve your business. The information you gather from this software will help you make decisions and keep your customers happy. You can also use it as a marketing tool by sharing your numbers with other companies or even potential clients. For more information on call center reporting, get in touch with our team today here.