3. Response time
This call center reporting metric includes data on how long users spend waiting on the phone before being answered. Statistics include the average wait time before calls are answered and the longest wait time before a call is answered.
4. AHT or Average Operating Time (AHT)
This is the average problem resolution time for each agent, even when the customer is not on the line. That is, it takes into account the time from the moment the call is received until the problem is resolved.
5. Call volume
It indicates the number of incoming calls, how many of them were answered and how many were not. It also indicates the number of outgoing calls (when dealing with an Outbound call center ). The call volume allows you to establish periods of greater or lesser work, whether daily, weekly or monthly.
6. Individual reports
The monthly call center report should include a section brazil telegram data on the productivity of each advisor with individual metrics such as:
Number of calls answered
Total handling time for those calls
AHT (explained above)
Shorter and longer response time
7. Reporting abandonment rates in a call center report
These statistics show the percentage of calls that were abandoned and the corresponding details. A Call Center Software can display curves based on this data to reach strategic conclusions.
How to make a Call Center monitoring report?
It is important to define which indicators will be important for our call center, always keeping in mind the needs of the company. Sometimes, measuring at will can fill you with statistics at the end of the month that, rather than contributing, will confuse those in charge or make them waste time.
You should focus on metrics that will help you solve specific problems.
In addition, Excel call center reports are a manual way of managing these numbers. This method is slower, but is still used. It consists of loading the data into Excel tables and applying formulas.
