Call center reporting is the tracking and presentation of key performance indicators (KPIs) and planned metrics of call center activities and individual call center agent performance. If a call center utilizes self-service software or AI-powered interactions, reporting will also provide feedback that otherwise may not be available. With call center reporting, managers can view performance numbers, glean insights into processes and patterns, and make strategic decisions based on real data. Reports may be delivered in a variety of formats, sent via email or shown in dashboards.
The benefits of call center reporting are numerous. Data will show opportunities for enhanced agent productivity, improved agent utilization, and more streamlined call center processes. With these insights, companies will likely be able to lower costs and maintain stability in a call center. There are often data points to help improve overall customer experience with a call center, which studies show is highly beneficial to companies in any industry.
Call center metrics that may be tracked and reported on include agent activity such as number of calls handled, average hold time, and average handle time. Overall metrics may include call center service level, number of calls handled, call center agent utilization rate, first call resolution rate, self-service rate (if using IVR), and much more.
Reporting on specific metrics must be determined in advance; that which is not tracked cannot be retroactively reported on. Call center analytics must be determined by companies in order to track metrics for reports. It is therefore a good practice to understand the quality metrics, workload management data points, and other business insights that managers need to see in reports before the start of a reporting period.
