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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.
There’s no denying 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 contact center is the beating heart of your entire consumer-facing operation.
That said, to improve the overall efficiency, productivity, performance, and intelligence of your contact 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 digital dashboards and a modern online reporting tool.
Before looking at the benefits, features, and functions of call center reporting processes, it’s important to consider the role of a customer service center report in formulating a forward-thinking, innovative business strategy that will ultimately transform your service levels from average to exceptional (and keep them that way).
But before we go any further, let’s define the basis, what is call center analytics?
What Is Call Center Analytics?
Call center analytics is the process of tracking relevant contact center data to identify insights that will lead to improved customer support and increased satisfaction with the help of professional reports and interactive dashboards.
Often call centers have a bad reputation for long waiting times, repetitive explanations, and non-resolved issues. With many businesses working in saturated markets customer satisfaction should be one of the main priorities for any organization that wants to be successful. Selling a quality product or service will be nothing if your customers are not happy with your brand.
By taking advantage of call center analytics you will significantly improve the performance of your contact center and give your business a competitive advantage.
What Is A Call Center Dashboard?
A call center dashboard 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 associated with call center reporting not only help to simplify the analysis process, thereby significantly reducing data consumption time – but the interactive nature of these reports empowers users to extract invaluable real-time data with ease.
Online data visualization tools are the fast track to improved customer service intelligence, and robust contact center dashboards exist for that very purpose.
Benefits Of Call Center Dashboards And Reports
As you may have gathered, contact 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:
- A consumer-based analysis report can help you improve your customer-facing interactions exponentially by helping you to increase overall productivity and improve complaint response and resolution rates.
- The data offered by a contact department 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 direct result of your efforts.
- 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 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 data with ease, saving time and aiding cross-departmental collaboration. Plus, the completely customizable nature of contact center technology means that you can tailor your KPI dashboards to your specific needs or preferences, making your data-driven insights all the more digestible across the board.
- When considering how to build a contact center dashboard, communication is key. As modern customer service performance dashboards are accessible via a multitude of mediums, including mobile, customer service executives and support agents can view and analyze essential metrics at the swipe of a screen or the click of a button 24/7, simply by creating a modern mobile dashboard – improved communication and enhanced organizational transparency in one smart data-driven dashboard.
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 contact center-based data analytics come in.
Put simply, customer service is the beating heart of your entire operation. Once you decide to invest more in your customer-facing efforts and take measures to improve your strategies, you will reap great rewards.
Consider this for a moment: 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 service. 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 customer service performance dashboards make sense of this wealth of available information. But not only, as 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.
A contact 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 service center’s performance.
Seventy-five percent of businesses report that they are measuring customer engagement but cannot define what it is. Embrace the power of contact center reporting and call center analytics, and you will accelerate your business growth exponentially. Now we will take a look at the best steps, tips, and tricks to analyze your data in a customer-centric environment.
How To Perform Call Center Analytics?
We’ve established that call center dashboards offer a wealth of invaluable information for streamlining your consumer-facing activities. But how do you analyze call center performance and success?
When it comes to improving your department with call center data analytics, there are a number of key elements to consider. Here, we’re going to look at why and how to analyze your contact center for improved performance and success – starting with the importance of setting your goals.
1. Set your goals
Once you’ve made the executive decision to invest in your service strategies and dig deeper into contact center metrics, analytics, and reporting, you will need to set clear-cut goals.
While your ultimate goal in terms of call center analytics reporting will be to improve your customer service offerings and maintain them, if you want to yield real results, it’s important to establish specific areas of potential improvement.
Gather in a collaborative environment and ask yourself why and how you might want to improve your customer service center strategies. Here are some questions you might want to consider:
- How responsive are our agents, and can we improve our overall responsivity levels?
- How efficient is our existing customer service department structure?
- Does everyone in the department have the tools and data to perform their job to the best of their capabilities?
- Are my contact center staff members happy and motivated?
- How financially efficient is my department’s operation?
- Should I take measures to improve communication and innovation in my customer service department?
By asking yourself these essential questions, you will be able to set actionable goals and, in turn, use a call center analytics dashboard to achieve the results you deserve. Once you’ve set your goals, you will be able to select the right customer service KPIs to give you the visual intelligence you need to succeed.
2. Work with the right metrics
Once you’ve set clear-cut strategic goals and have a better understanding of the KPIs you will need to work with to achieve them, it’s time to dig a little deeper into contact center reporting and analytics.
When you consider the question, ‘how do you analyze data in a call center?’, metrics are the answer. If you work with the right metrics in your call center metrics dashboard, you will gain the level of insight you need to make your customer service department the most efficient it can be.
Here are the key metrics you should consider including within your call center dashboard software:
- First Response Time
- Call Volume Trends
- Call Handle Time
- First Call Resolution (FCR)
- Quality of Recent Support
- Average Wait Time
- Customer Satisfaction & Recommendations
- Top Support Agents
- Customer Retention
- Support Costs Vs. Revenue
The image above illustrates how your call center metrics would look when displayed with the help of an interactive visualization tool. To discover more about these essential customer service-based metrics and their importance in the context of a contact center dashboard, read our full guide on call center metrics, analytics, and reporting.
3. Support your agents
It doesn't matter how streamlined your customer service strategies are – if your support agents are disengaged, unmotivated, or unproductive, your department will suffer.
When working with a call center metrics dashboard, it’s important you analyze KPIs and metrics related to support agent performance on a regular basis. Doing so should be a top priority.
If you notice problems in individual or group performance, you will be able to drill down deeper into the issue and put strategic measures in place to improve engagement, performance, and motivation.
For instance, if you notice that a particular agent’s performance is consistently dwindling, you can reach out and offer tailored support or training that will empower them to do their job better. Never underestimate the power of helping the people on the front line – especially if you have the data to do so.
4. Analyze all touchpoints
In the digital age, consumers have a multitude of communicative platforms and touchpoints at their fingertips. From telephone support to email and social media, when it comes to providing a seamless level of support, it’s vital to cover all possible touchpoints.
A call center performance dashboard offers a wealth of invaluable insight that will empower you to build a customer service team that exceeds expectations on a regular basis, and by allowing your support talents to analyze data in other related areas of the business, you will push yourself ahead of the pack.
5. Use call center predictive analytics
Last but not least in our list of tips to take advantage of call center analytics is to implement predictive features in your process. By using call center predictive analytics you will be able to find trends in your data and define benchmarks that will allow for better performance tracking and better strategies based on possible outcomes. Some of the benefits of call center predictive analytics are:
- Call Volume: Thanks to predictive analytics you can identify call volume trends during specific times of the day or night in which your call center requires full staffing and plan your workforce accordingly. In the long run, this will not only improve your performance but will also save your company resources from hiring agents in unnecessary shifts.
- Customer Behaviour: Call center predictive analytics uses historical data to predict future outcomes. By implementing this technology you can have a deeper understanding of your customer’s behavior, for example, how long are they willing to wait in a call? At what times are they more likely to call? What channels are their favorites?
- Seasonality: You will also be able to understand which important holidays or commercial dates, like Black Friday or Christmas, are more relevant for your brand and plan your strategies and personnel ahead to ensure an optimal service during these dates.
5 Tips For Effective Call Center Reporting
Once you have defined your goals and main metrics is time to build quality reports to display your results and start extracting actionable insights from your call center data. Here we will give you 5 invaluable tips that will help you make outstanding reports to exceed your call center’s performance.
1. Incorporate customer feedback for performance analysis
We’ll start this list with a point that might seem obvious but it’s not always taken into account. When performing call center reporting you should always use customer feedback as one of the prime metrics to measure your performance. As we mentioned before, customers are the ones who will decide if a business is successful or not. This is why taking into consideration positive and negative comments is an invaluable tool to measure customer satisfaction and find possible improvement opportunities.
Studies say that around 17% of all customers say that they never get the chance to provide feedback and 37% say they only get to provide feedback occasionally. For this reason, you should plan strategies ahead of time and create an effective survey to send to customers in order to collect the needed data. The survey should be short, concise, and specific to the main business goal. It can be done at the end of a successful call, via email, or on social media channels. In the end, having this kind of information for your call center reporting process will not only improve your agent’s performance but also reduce your customer churn and increase your levels of satisfaction.
2. Benefit from interactive visualizations
We’ve mentioned the power of a call center dashboard several times throughout this article. With so much information available to us, infinite excel sheets are not enough anymore. Successful call center reporting should be easy to understand and tell a story that everyone, from agents to managers, will be able to use as a tool to support their discussions.
For this purpose, you should invest in a dashboarding software that will offer interactive visualizations and real-time data. datapine’s dashboard maker includes pre-made templates with graphs and charts that will enable you to create complete reports in the form of professional call center dashboards that are adaptable to multiple devices. Like this, you will be able to do the whole analysis process on one screen and filter the data depending on who needs to work with it.
Using interactive visualizations will enable you to quickly identify service inefficiencies and fix them in time. In the long run, you will save costs, enhance your customer service, and motivate your employees to improve.
3. Make the data accessible
Accessibility and collaboration are two fundamental aspects of successful call center reporting. In order for your efforts to pay off, you need to make sure that everyone in your organization has access to the information. Starting with a data analysis software that is user-friendly and doesn’t require analytical skills to extract its full potential, and that has the possibility to visualize reports on multiple devices. In addition to this, your reports should be easy to share and have the possibility to be run periodically and sent to relevant stakeholders such as managers or agents.
By giving agents access to their performance data and empower them to create their own reports, you will enhance cross-departmental collaboration, and build a data-driven culture in your contact center.
4. Invest in call center reporting tools
The data analytics industry is growing exponentially. Every day more and more businesses are finding a competitive advantage in leveraging their data, resulting in an increase in the offer of available tools in the market. When performing call center reporting you should always consider investing in a tool that will help you extract the maximum value out of your data.
We already mentioned in our previous point that the basic nature of a call center reporting tool should be its user-friendly interface and accessibility without the need for professional analytic skills. Added to this, the tool you chose needs to include interactive visualizations and the possibility to connect multiple touchpoints of data into one place.
Although all of these features are important, what will actually differentiate you from the competition are advanced analytical features. Business intelligence tools such as datapine offer predictive analytics to find trends and benchmarks in your data with the help of machine learning and artificial intelligence technologies. In addition, the software includes self-service and automation features that will save your company hours of manual work.
5. Learn, apply & repeat
Our final tip for effective call center data reporting is to learn from the process. After driving actionable insights from your data, it's time to get to work. Be willing to invest in agent training, implement regular coaching sessions so that your employees can always be on top of the latest technologies and techniques to deal with customers, and take time to empower them in working with data and measure their own performance. You can do this by holding monthly meetings to discuss strategies and find possible bottlenecks, this way your entire team will be data-driven and you will see positive results in no time.
See Call Center Dashboard Reporting Examples
A contact department report is an incredibly powerful tool for modern business. To put this notion into perspective here are six examples of our customer service-based dashboards in addition to the key KPI examples associated with each report.
1. Call Center Talk Dashboard
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We start our list of dashboard examples with the call center talk dashboard. As we mentioned before, call centers have a bad reputation for long waiting times with often unsuccessful results. For this reason, keeping a close eye on your waiting times and the quality of your calls is fundamental for your contact center's success.
The dashboard above contains the main metrics needed to monitor and analyze the performance of your call center calls divided into four bigger areas: unsuccessful inbound calls, efficiency, activity, and quality. Like this, you get a detailed overview that will enable you to drive advanced insights from your call center data.
For starters, you can compare your unsuccessful calls with the average queue time and drive deeper conclusions to solve the issue. Do you need to hire more agents so that the waiting times won’t be so long? Or maybe you need to invest in training so that your agents will handle requests faster?
Paired to this, the dashboard gives a detailed breakdown of each agent’s activity. By looking at these metrics you can find which agents are lacking training or which ones perform better in which stage of the process. Finally, the dashboard offers a quality graph based on a positive and a negative benchmark. By looking at how the data fluctuated you can identify on which periods the quality was low and dig deeper to find the reasons.
- Unsuccessful inbound calls
- Agents activity
- Talk efficiency
- Quality rate by date
2. Call Center Team Dashboard
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Our call center team dashboard drills down into your team’s daily, weekly or monthly performance, providing an insight into resolution times, response rates, and optimal service times. Created with a powerful dashboard builder, this visual will ensure your team has a clear overview of their performance and results.
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 needs 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.
- Average Response Time
- First Call Resolution
- Top Agents
- Number of Issues
3. Call Center Customer Satisfaction Dashboard
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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 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 contact 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.
- Customer Satisfaction
- Net Promoter Score
- Customer Effort Score
- Customer Retention
4. Customer Support KPI Dashboard
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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 business dashboard gathers priceless customer feedback, offers metrics that help improve support levels, and provides a sustainable means of enhancing your customer service center’s bottom line, making it an incredibly valuable tool for the contemporary customer-facing business.
- Service Level
- Support Costs vs Revenue
- Customer Satisfaction
5. Daily Operational Zendesk Dashboard
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When it comes to streamlining your customer service strategies, Zendesk is a powerful tool. This dynamic Zendesk dashboard offers invaluable means of squeezing every last drop of value from this invaluable platform. Although it can be used for managing daily customer support operations, call centers can utilize it for their ticket systems as well.
Visually appealing, logically formatted, and equipped with focused KPIs designed to enhance call center performance, this most powerful of call center report samples is essential for any modern organization across industries.
Offering trend-based data as well as detailed service insights, our Zendesk dashboards is an effective means of quantifying and maintaining your customer service operations on a day-to-day basis – a testament to the power of call center dashboards.
- Tickets & Ticket-Status
- First Response Time (FRT)
- Average Resolution Time
6. Zendesk KPI Dashboard
**click to enlarge**
Last but certainly not least in our rundown of call center dashboard examples, our Zendesk KPI platform is an invaluable tool for streamlining your customer service strategy. If you have to deal with large volumes of calls from people who are seeking technical support, then integrating such a dashboard might be a great solution.
Boasting the perfect storm of data visualizations and long-term strategic KPIs, this invaluable performance dashboard provides the tools necessary to meet the ever-changing needs of your customers while enhancing your consumer-facing initiatives over time while tracking all your ticket statuses on a single screen.
Not only does this effective tool assist in the ongoing improvement of your call center performance, but it also offers a wider scope on the moves you will need to make to improve your service initiatives across all consumer-facing platforms and touchpoints.
- Customer Satisfaction
- Tickets by Types
- Tickets by Channel
Key Takeaways From Call Center Dashboards
We’ve considered the questions “how is call center performance measured” and “how to build a call center dashboard.” We’ve also looked at powerful real-world examples that demonstrate the level of detail contact center-based technology provides both on a short- and long-term basis. And the message is clear: by leveraging the right data and technology, you have absolutely everything to gain - and so do your customers. It’s a two-way street, and by investing in customer service, you will be rewarded with long-term success.
Yes, 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.
By using data-driven reports and 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.
Are you ready to delve into the rewarding world of contact center analytics? To learn more and start your data-driven journey, try our 14-day trial – for free! We look forward to working with you.