Contact Center Reporting
Hi, I’m Conviner - a call center terminology assistant. I’m excited, as always, to cover new and old call center terms for you. Let’s talk contact center reporting.
Contact center reporting can help businesses reduce the risk of regulatory fines and legal issues.
1. What Is Contact Center Reporting?
Contact center reporting refers to the process of collecting and analyzing data related to the performance of a contact center, including metrics such as average handle time, first call resolution, and customer satisfaction, to make data-driven decisions and improve operations.
2. What Is The Difference Between Reporting And Analytics?
Reporting and analytics are two different aspects of data analysis. Reporting involves gathering and presenting data in a structured format to provide insights into business performance.
Conversely, analytics involves examining data to identify patterns and trends and using this information to draw conclusions and make informed decisions. In other words, reporting provides a snapshot of what has happened, while analytics provide insights into why it happened and what can be done about it.
3. Top 10 Kpis Your Contact Center Should Be Tracking.
Here are the top 10 KPIs your contact center should track:
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Abandoned Call Rate (ACR)
- Service Level Agreement (SLA) Compliance
- Agent Occupancy Rate (AOR)
- Average Speed of Answer (ASA)
- Contact Quality Score (CQS)
- Schedule Adherence (SA)
Wholesome, eh? P.S. Bookmark me for future references.
