Why You Must Use the Reporting Feature of Call Center Solutions?

Posted by Jay on February 22nd, 2021

A call center solution offers a wide array of features. Depending on the type of software, a call center solution offers amazing features to enhance routine tasks and operations. Moreover, it also automates some jobs to make sure your resources are saved.

Reporting is one of the features offered by all call center solutions. Different contact center solutions offer different reports. However, some reports will be common and all of them give insightful data. There are many reasons to use reporting feature of this software to leverage an array of benefits. Instead of sharing the advantages, I will share major reasons to use this feature and how using it turns into several benefits.

1. To identify what is going wrong

This feature provides call detail reports along with missed calls and dropped calls. Both, missed call and dropped call reports clearly indicate the cause of the customer’s unhappiness. Customers need to wait too long or your agents fail to reach the customer at the right time, which increases missed calls and dropped calls respectively. It is necessary to identify the cause of increased ratios of missed and dropped calls and working on the areas of improvement. This can help in improving multiple other metrics related to customer experience, business growth, etc.

2. To reduce expenses

Call center solutions are used to enhance many jobs as stated earlier in this article. In any business, reducing expenses is a crucial job to take care of. The reporting feature can help here as well.

• It shows the reports related to an idle time where agents keep waiting for the next call. There are some more KPIs related to agent performance and productivity, such as a call shrinkage ratio, average call handling time, average call duration, etc. All these can help in identifying the areas, in which agents can be trained or coached to perform better. Increased productivity results in reduced expenses. You will need fewer agents to handle more calls.
• The stated feature also shows a wider range of features, which can be used to identify the areas that can be automated. A call center solution can automate various jobs and tasks. This helps in reducing the number of resources. It further results in a reduced number of agents.

3. To improve customer satisfaction

A majority of businesses use call center solutions for the sole reason of improving customer satisfaction. The reporting feature helps here as well. It shows data related to customer satisfaction and dissatisfaction-related KPIs. If these KPIs are measured closely, it can help in improving processes, tools, team, or other aspects to increase customer satisfaction rate. For example, if your first call ratio is less than 40%, then you need to work in that direction. You can invest in call center CRM integration, so agents can have the required information in front of them to offer better support and increase the first call resolution rate. There are many things one can do to improve customer satisfaction by analyzing the data from the report.

Conclusion

The reporting feature of call center solutions can be used to analyze different KPIs and work on the improvement of those KPIs.

Author Bio

Author writes on articles on call center solutions, smart call center software, open source call center solution, virtual call center software, etc. The author writes on different VoIP solutions and services.