Friday, October 8, 2010

Five Tips for Successful Real time reporting deployment

In addition to desire there are five tips that Spectrum recommends a company follow if they want a successful Unified Contact Center Reporting solution.  

1. Goals:  State your goals for the reporting solution and do it in writing.  Too often the goals change from one person to the next. This implies the goal is not really a goal more likely it is a plan of action.  This also implies there really is no goal, the goal is not written down for all involved to understand or the goal is really steps to create a better call center. The goal should be measurable and stated in clear concise terms that leave nothing to interpretation.

Some examples of goals for the call center:
  1. Improve agent productivity
  2. Increase revenue
  3. Improve the customers experience with the call center
  4. Reduce operating expenses
  5. Reduce agent attrition
It does not matter if your goal is one of these top five or something completely different, it only matters that you have a goal(s).

2. Data: Call centers have a wealth of data hidden away in application databases. Capturing the data that exists in these applications provides the call center with information that can be used to improve the overall performance of the call center and agents.  What data does the call center have that if an effective report was build it would help achieve the goals?

Data can and should come from such sources as the multi-channel ACD, CRM, WFM, Help Desk software, CSat surveys, and in house data sources.  The reports can provide summary information with drill down to find the root cause of an issue.

Next decide which KPI’s within these data sources will be most helpful in obtaining your goals. For example, if one of your goals is to improve agent productivity the types of data that you should be capturing and reporting include:
  • Agent Occupancy (How much time the agent spends actually working)
  • Adherence
  • Agent Idle time

3. Audience:  Each level within the call center and business needs to see specific types of information either real time or integrated (Historical and Real time).  Each level of the organization also needs to certain kinds of data. Kinds of data include agent statistics, multi channel ACD stats, WFM, CRM stats, FCR, CSat, and in house data.

Reporting is not just for one level of the call center. Everyone in the call center must have access to real time information.  Agents who most directly affect the goals should see their real time status, team leaders that manage groups of agents should see the real time and historical status, and managers should see the overall scope of the call center with drill down capabilities.

4. Reports: Think about the goals for the call center and determine which stakeholders within the call center will benefit most from real time reports.  The stakeholders are: Agents, Team Leaders (supervisors), Call Center Managers and Senior Management.

With the audience defined the process of determining the types of reports becomes much easier.  Reports can be Web based reports, reports that are displayed on LCD screens, text based information shown on wallboards, desktop displays, and daily threshold or schedule based email reports.

Reports can real time and they can be historical. A real time report allows for immediate corrective action and results.  A historical report provides a view into the past and possible reasons for the results the call center is experiencing.  Most CC managers view both types of reports to determine the root cause of the problem.

5. Results:  Prior to putting a Unified Contact Center Reporting solution in place measure and record the KPI statistics: Baseline.  Next determine where the call center should be within 6 months after the reporting solution is in place.  After 6 months review your results and make changes accordingly.  The goals of the real time reporting solution is to measure track and adjust.

Share the results with the call center not only the negative but also the positive results. There are some CC Managers that believe in only showing the negative stats to the agents because they believe this will motivate the agent.   This is short term and irresponsible.

Thinking and acting on these five tips for deploying a Unified Contact Center Reporting solution will result in a successful installation that improves the overall call center.

Spectrum is a leading provider of Unified Contact Center Reporting.  Contact Spectrum today to learn more about Contact Center Activity Monitoring and Unified Reporting.

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Dan Boehm
VP Sales and Marketing
713 986 8839

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