Inbound call center challenges
If your organization runs an inbound call center, you are probably well aware of some of the challenges that are associated with providing the highest possible levels of service. There are many challenges that face an inbound call center, but some of the most common and prevalent are:
• Associate turnover and retention- the career lifespan of an inbound call center agent usually isn’t that long. It may seem like as soon as you train associates, they are moving on and you are left with new agents and a steep learning curve.
• Efficient operations- Sometimes your call center will be full of idle associates, and other times the call queues will get longer and longer. Balancing efficiency with customer service is an issue most inbound call centers struggle with
• Lack of call center reporting data- How is your call center doing? You might not have a clue. Without objective data and reporting, it can be hard to identify opportunities and make improvements to call center operations.
Benefits of call center reporting
Fortunately, implementing a robust call center reporting system can help address all of these challenges. In addition to providing enhanced performance management for agents, call center reporting will impact each of the issues covered above.
Associate turnover is reduced when metrics are clear, objective, and achievable and associates are well trained. The data from call center reporting can help identify gaps and drive appropriate training programs.
Insights gleaned from call center reporting can also identify patterns in call volumes and operations. This can enable more efficient staffing to smooth peaks and valleys in customer contact levels.
Finally, the data from your call center reporting software can help you establish a performance baseline for the contact center. You can then track and report on key metrics to understand performance over time. Knowing what you are and aren’t doing well will enable you to identify and implement improvement plans.
Finding your call center reporting partner
If you want to take the performance of your inbound call center to the next level, consider contacting Evaluate Quality, founded by Sage Advantage, for your call center reporting solution. Evaluate Quality can help customize a call center reporting software specifically for the unique needs of your contact center. Whether you are in the Phoenix or Scottsdale AZ area or elsewhere in the US, the experienced team at Evaluate Quality can help you with a call center reporting program that will improve the efficiency and customer service level of your contact center.
Evaluate Quality is headquartered in the Scottsdale/Phoenix AZ area and has helped many inbound call centers in different industries throughout the US implement call center reporting. Contact Evaluate Quality now for your no obligation demonstration of their software solutions.