Monday, November 21, 2011

Status and Performance Reporting

When it comes to real time reporting for the call center there are two categories of report types: Status Reporting and Performance Reporting. At a glance these two types of reports look very similar, however, there are subtle differences. Knowing what these differences are and selecting the correct reports for your call center will make your reporting successful.
Status Reporting is for the call center that is mature, has agents that perform at a high level and need very little training and coaching. This call center knows what they are doing, knows their SLA's, the agents know their goals and regularly achieve them. This call center will have turnover that is lower than the industry average and have agents that adhere to their schedules.
Reports for real time status will include these KPI's:
  • Calls in Queue
  • Service Level
  • Calls Abandoned
  • Oldest Call Waiting
  • Average Speed of Answer
  • Average Handle Time

There are other KPI's that call center will include which will depend on the call center, the industry, the agent performance and other factors. The KPI's shown above are the critical metrics a call center that is performing at a high level should see.

Performance Reporting is for the call center that needs encouragement to reach their goals, has turnover that is higher than industry averages, does a lot of training and coaching and still misses their SLA's. This call center, large or small, seems to be on a roller coaster - some days the agents do very well other days not so well. This type of call center needs performance statistics that show how they are performing and what needs to be done.

Reports for real time perfomance will include these KPI's:

  • Calls in Queue
  • Oldest Call Waiting
  • Average Speed of Answer
  • Calls Abandoned Rate (Percent)
  • Agent (Schedule) Adherence Rate
  • Agents Available

These metrics help the agents with awareness which is typically lacking in an underperforming call center. To help the underperforming call center improve agent performance reporting is the best alternative.

Breaking down these reporting types further into more granular types there are Agent Status and Performance reports, Team Leader Status and Performance reports, and Call Center (Manager) Status and Performance reports. These reports become more targeted and granular and further help the call center improve.

For call center reporting to be successful and help the content in the report must be appropriate. providing the information can be de-motivating. To select the right type of reporting the manager must take a hard look at the call center and determine if they are a successful or an underperforming call center. Once the manager realizes what type of call center they have steps can be taken to offer the right information to the agents, team leaders, and manager.