Managing a call center is no easy feat, hence, business intelligence tools such as an executive dashboard can be tremendously helpful.
Call center management needs constant attention. Managers should focus on the latest performance metrics and important industry KPIs. Taking these into consideration, arming company executives with a reliable call center dashboard is worth its weight in gold.
Keeping a watchful eye on all the activities of the call center that you’re managing can help you increase overall productivity, and business intelligence tools should will play a major role. Not only will you be able to reduce handling times significantly but also be able to meet the obligations of your service level agreements hassle-free.
With the industry of call centers being one of the most competitive these days, providing clients with the highest level of service is the ultimate goal and you can assure service quality when you have an executive dashboard in your arsenal.
It works by increasing the visibility of real-time metrics that are crucial to your business. With a dashboard app, you can access vital information immediately and address any issues before they become potentially damaging to your company.
In any call center dashboard, there are several performance metrics that you have to pay close attention to and here are some of them:
Call centers have an agreement with every client and are obligated to fulfill all service promises in this contract. This metric therefore helps managers ensure that their commitments are met from answering a certain number of calls to getting a certain amount of conversions per hour.
With a reliable executive dashboard, managers can monitor service levels in real time. If any aspect of service provision fluctuates, they will immediately see it and will be better able to address the issue. In this case, all concerns from agent absenteeism to unplanned outages can better be controlled.
2. Active and Waiting Calls
Other key performance metrics that call centers must focus on include the measurement for active and waiting calls. Most clients have an agreement with call center companies to have agents accommodate a specific number of calls per hour.
This means no unnecessary chitchats or excessively lengthy conversations. So with this particular metric, managers can measure the amount of calls that are dispatched into every agent’s account and how many of these they are able to answer.
Active calls are answered calls measured as a percentage of total calls that have been patched onto an agent’s line. Waiting calls on the other hand are patched calls per agent measured as a percentage of the total calls obtained by the call center for a particular client or account.
With this metric, agents are encouraged to resolve as many calls as possible without compromising the quality of service that they provide to the person on the other line. It helps them become more mindful of the conversations that they have.
3. Call Resolution
This particular metric takes into account the outcome of every call taken by an agent, whether or not assistance has been provided or a conversion has been achieved.
Apart from answering and resolving calls, the quality of the service provided is also taken into consideration when this metric is assessed on an executive dashboard.
In doing so, managers are better able to assess whether or not the company’s resolution methods are effective or requires redevelopment. They will also be better able to pinpoint problem areas that result to slow resolution speeds for their agents.
4. Average Call Handling Time
This now measures the amount of time spent per call. Although it is always the main objective to provide high quality service, call center agents cannot spend eternity on the line with one to two people.
They still need to hit the target of a certain number of resolved calls during their shift. This metric is used to measure agent and process efficiency.
5. Cost Per Call
And then you have the cost per call. Basically, it measured monitoring costs per call enabling managers to see where their funds, technologies, and other resources are going. On a call center dashboard, it is measured by calculating all total costs associated with providing service divided by the total number of resolved calls per agent.