Management: this is an essential step in the operation of any contact center. There are several ways to manage a contact center, with service reports being one of the most valuable, accurate and efficient. This is because they present essential data for assessing the quality of service, agent performance and possible gaps within the operation, contributing to more assertive and informed decision-making.
Want to know more about service reports? Then keep reading!
WHAT ARE SERVICE REPORTS?
Service reports are documents that determine the results spain whatsapp data of services in the form of data and metrics that will later be used by managers to assess the quality of service and identify areas for improvement to keep the operation running at high performance.
WHAT SHOULD CUSTOMER SERVICE REPORTS FIND OUT?
Waiting time for each call;
Time each agent takes to start and end the call;
Number of calls in the queue;
Waiting time in the queue;
Number of abandoned or unanswered calls;
Number of calls made by agents;
Customer satisfaction.
These are the main bottlenecks that you can easily identify if you have the right reports at hand.
WHAT ARE THE MOST USED SERVICE REPORTS IN CONTACT CENTERS?
SERVICE DETAILS: consists of a detailed report on all information related to the origin of the call, type of telephone number, time of the call, reason for the call, who ended the call, waiting time for service, service time, etc.
ATTENDANT PERFORMANCE: consists of a detailed report on the performance of each attendant, showing the calls answered and not answered, the average service time and the total service time, pauses, active time, etc.
ATTENDANT ACTIVITY: consists of a detailed report of all activities that the attendant carried out in the contact center, from the moment they logged in, entering and leaving service queues, breaks, answering and not answering calls, etc.
DAILY REPORT: consists of a detailed report of each call in each queue, translated into metrics such as number of calls, logged-in agents, average service time, average waiting time, average abandonment time, agent service time, agent breaks, etc.
SATISFACTION SURVEY: consists of a report that shows the public's opinion regarding the service offered by the contact center.