Reporting is vital to ensure adherence, compliance and service levels within any contact center. Smart contact centers are taking a hard look at their use of analytics. However, there is an increasing amount of contact center data available. Knowing which data is vital to your organization will allow your business to reveal the underlying insights that can make an impact on the bottom line.
Many contact center operations waste time and energy in an attempt to overload themselves with data and end up in a “paralysis by analysis” situation, where they seem to be looking at a lot of data that is not actionable. Our contact center partners are starting to adopt a “measure smarter, not harder” approach towards analytics.
When VoxNet works with our clients we make sure they can answer the following questions (and more):
- When did my agents sign-in/sign-out?
- Why are my agents unavailable?
- How many calls did my agents answer? Where did they spend their time? Have they been unavailable and why?
- How many calls came into the queue? How many were answered? Answered within our Service Level goal?
- When are my peak intervals or those that need “back office” resources to help meet our goals?
- What types of calls are my agents receiving?
- Who abandoned and after waiting how long?
That’s just the beginning. We are also helping them shift from purely quantitative to qualitative Key Performance Indicators (KPIs) as well. When contact centers are solely focused on measurements such as “agent call-handling efficiency,” this KPI can indirectly discourage agents from attempting to create a more rewarding customer experience promoting a “get them in, get them out” mentality that incentivizes them to hit aggressive targets.
Quantitative examples focus on how contact center personnel interact with customers. These include the agent’s knowledge of the company and its products, their adherence to scripts, resolving issues with one call, and overall communication skills and courtesy. Problems in any of these areas can result in frustrated customers and lost sales.
Quantitative metrics like we’ve described above classify contact centers as pure cost centers. This, in large part, diminishes any expectation of a contact center reaching its true potential as a value-generator for a company.
Work with the experts at VoxNet to learn how to get your contact center to move from a cost center to a value-generator at your company. Reach out today!