Let’s start with the basics first. What exactly are call center reports? We are talking about to the process by which managers measure the performance and efficiency of their call center.

Call center reports usually consist of several critical key performance indicators (KPIs), which are derived from a multitude of data streams.

Typically, these data streams include the interactive voice response (IVR), automatic call dispatcher (ACD), and workforce management system (WFM).

Once that data is collected, it can be organized and categorized into your KPIs.

Below we provide some examples of good KPIs to track in your call center.

Call center reports: these KPIs must be included

The KPIs below are the basis of good call center reports.

Business Critical KPIs

Critical KPIs for your customers.

Critical KPIs for processes

Best practices for your call center reporting

Good. You now know which KPIs should not be missing in your call center reports, but what next?

1. Focus on the KPIs

KPIs are tracked and regularly submitted to management for a reason: they are the best way to identify problem areas and initiate targeted improvement initiatives.

They cover a wide range of performance areas and give you a comprehensive overview of how your call center functions.

Isn’t it going well somewhere? Then you see that immediately.

KPIs should be your guideline. You have to wake up with it and go to bed with it. In a manner of speaking then. Just make sure you make all your decisions based on your KPIs, because an informed decision has the best chance of success.

2. Set benchmarks

Just keeping track of your KPIs will get you nowhere, you have to benchmark them against industry standards.

Defining these benchmarks for your company requires a lot of market research, but it is definitely worth it.

With these benchmarks you can put your call center reports into context, and you can clearly identify the areas where you need to improve.

Once you have those areas in mind, you can start devising a strategy for improving your business.

3. Look at the bigger picture

With all that data to keep an eye on, it’s easy to get caught up in all the trifles in the performance figures.

Take a step back and look at the bigger picture.

You run a contact department that keeps your employees and customers happy and helps your company achieve its goals.

There are many ways to achieve this – through specific training, hiring additional staff, implementing modern, cloud-based customer contact software , and more.

Be flexible in addressing issues identified in your call center reports. Be open to new ideas and you’ll be more likely to find something that works well for your business.

4. Set goals and follow them

You cannot progress without goals.

Once you’ve reviewed all of the KPIs in your contact center report and compared them to the benchmarks you’ve established, it’s time to establish a list of goals for improvement.

Do you have an exceptionally high average handling time? Schedule efficiency training for your agents so they can start bringing that number down.

What if your average after call working time KPI goes through the roof?

Consider using modern contact center software like Steam-connect, which can help reduce the amount of time agents spend on post-call work by automating most of it.

Whatever you choose to do, make sure to keep track of everything over time. So you can quickly see what works for your business – and keep doing it!

Examples of call center reports

The best way to compile your reports is by using software such as Steam-connect . Steam connect allows managers to sit back as the numbers roll in.

The total number of calls your agents answered, the total number of missed calls that slipped through the net, the average length of your agents’ calls, and finally the average time your customers waited in a given time period.

You can use all this data for your reports, or just for what is important to you.

You can also filter your data by agent so that you immediately know who the best performing agent is.

You can see the total number of calls, the average call duration, and the total number of incoming and outgoing calls for a particular agent.

You can also put your agents side by side to get a broad picture of your team’s performance.

If you want to highlight the performance of a particular agent over time in your call center report, the agent productivity dashboard makes it quick and easy to compile that data.

The test and assessment process

Finally, we come to the testing and review process. This checks the veracity of the data you have collected and confirms your KPIs. You do this in a number of steps.

1. Compile preliminary reports

The very first stage of the process is the development of your first draft, “alpha” reports. These will be a bit messy, and for good reason: you’ll be collecting a large amount of raw data and trying to categorize it into separate (and actionable!) KPIs.

Once you have compiled your data and KPIs, you can proceed to the next step.

2. Double check your numbers

The calculations in your reports are prone to human error, because well… they are performed by humans. This is a normal phenomenon and therefore checking your calculations and formulas deserves its own step in the process.

You should circulate your contact center report through your design and analysis departments so that people have a chance to spot any math errors.

3. Make it visually appealing

When your facts and figures have been brushed up, it’s time to throw a nice coat over it. Add charts and diagrams in your company’s corporate identity so that all data splashes off your screen.

This step is critically important to creating a presentable, easy-to-understand report that can provide meaningful guidance to all of your employees, regardless of their expertise.

4. End-user testing and assessment

Now that your report is almost ready, you can send a sample to managers and agents.

They will test whether your report is readable and hopefully it will remove any inconsistencies, clunky text or confusing graphics.

Also pay attention to the user-friendliness of your report.

5. Send out & adjust

Finally, you can send your report to a wider audience.

This last step will show you the fruit of all your hard work, and hopefully it will lead to improvement in the problem areas you were able to pinpoint.

Remember that contact center reports are living documents, so you need to be ready and able to edit or modify the report as needed.

Congratulations! You’ve made it far. You’ve created, tested, and reviewed a document critical to the long-term success of your call center.

This industry moves fast, and your business relies on comprehensive, professional call center reporting to keep up with the competition. So give yourself a pat on the back and get started on the next report!

The heart of the matter

Comprehensive call center reporting is the key to the success of any modern call and contact center.

They present a plethora of key KPIs in a digestible way so management can quickly understand which high-priority areas need improvement.

They can also aid in the improvement process, as regular reports can help determine whether or not a particular improvement strategy is working properly or needs to be replaced.

It’s a process that takes time, and while it’s worth every minute you spend on it, you can make the process more efficient by using advanced call center reporting software like Steam-connect.

Curious? Then request a free demo .