Call Center Reporting Tools: A Comprehensive Guide

Senior Writer: Supriya Bajaj

Date: October 11, 2023

For any business, having raw data is important to streamline business operations. Call and center data reporting tools convert essential raw data into insightful reports.

Using this, companies can quickly evaluate their business performance and take appropriate measures to enhance their business operation.

Besides that, call center reporting tools help businesses drive better strategies to achieve excellent customer engagement.

This article elaborates on call center reporting along with its benefits in detail.

What is Call Center Reporting?

Call center reporting is a process that converts the raw data collected from your ACD, IVR, and WFM systems into successful and insightful reports.

With such insight reports, businesses can easily get a clear picture of their performance, especially on conversion rates.

Call Center Reporting Vs. Analytics

Both call center reports and analytics are vital if you intend to have a good contact center solution. Almost both are interchangeable.

However, that doesn’t mean that they are the same.

Yes! They are different; look over the table to clearly understand how they differ.

Types of Call Center Reports

As mentioned above, call center reports pinpoint the key performance of activities of the call center along with the individual performance of the agents working in the specific contact center. Regarding contact center reporting activities, there are numerous reporting formats in practice.

Here are the lists of detailed information containing the key 8 typical call center reports used by call centers worldwide.

1. Agent activity report

It provides actionable insights into the individual agents working in the call center. Call center managers can utilize the reports to track agents’ performances and take action to improve work efficiency.

Here are lists of some critical statistical aspects in this agent activity report.

• Details of incoming calls handled.
• Information on the total number of times the agent takes to handle incoming calls.
• Predicting average time for a call.
• Spotting the shortest and most prolonged time for a call.

2. Agent availability report

Agent availability report, also known as agent status report, gives you the complete details of a call center agent, including user IDs, name, and the ACD (Automatic Call Distribution) state.

Here are the lists of some key ACD states you can find in this report type:

• Signing in or signed out details. 
• The total number of available times. 
• Busy timing. 
• Wrapping up information. 
• Idle and unavailable timing. 
• Breaking details.

3. Call abandon rate report

This report provides the complete details of the abandoned inbound calls and the percentage information. In addition, this typical report on call abandon includes the average waiting time of a caller to leave the call. This helps call center managers take measures to reduce the call abandoning activities.

Furthermore, the call abandon reports help call center managers to identify whether they are losing potential customers by conducting a proper analysis of the waiting time of a caller before abandoning the call.

4. Call detail report

This typical call detail report includes all the details regarding the call, including the caller’s information, starting & ending times of a call, and the details pointing to the time duration of the caller waiting in the queue.

The quality assurance team can utilize more from the call detail reports for reviewing the call center agents.

5. Call direction report

Also known as the call transfer report, the call direction report details the total number of calls made or received in a specific period.

With this report, call center managers can easily identify the demands of the call center and carry out contact center forecasting.

6. Inbound call summary report

This call summary report helps call center managers get complete statistical reports of the inbound calls made during a specific period of time. The report helps managers to forecast call volumes of the call center during peak hours or any specific time.

Inbound call summary report generally includes:

• The total number of calls handled. 
• The number of calls contact center agents answered. 
• The number of calls gets abandoned. 
• Overall talking time on handling the inbound calls
• Answering the speed of the agents while handling calls 

7. Queue activity report

This typical activity report provides the complete details of the customer behavior, including their waiting period, timeframes on queues, etc. In addition, this report also offers how many calls were handled by the call center based on each queue.

8. Service level agreement (SLA) report

As the name suggests, an SLA is a service requirement agreement between the call center and the client. With this report, call center managers can get insightful values through real-time monitoring and effective call center dashboards. Also, the SLA reports help managers to identify whether there has been a breach during the campaign or queue.

Must-Have Features of Call Center Reporting Tools

The top call center software, or the contact center solution, is key for businesses to increase and achieve productivity goals. You can easily spot various contact center software platforms with unique features in today’s market.

You must ensure all the essential features are enlisted to pick the right platform. Here are the must-have features listed.

• Ability to provide a customized view of the data. 
• Real-time dashboards for every team member with widget-based. 
• Provisions for managers and supervisors to overview the team performances. 
• Should allow call center agents to access their workload at any time. 
• Call center reporting tools should come with built-in reporting options for a better understanding of contact center performance based on the metrics. 
• Ability to build custom reports.
• Offering secured data access provided to the company’s data analysts. 
• Access to call center metrics analytics and reporting to enhance customer interaction with the business.

Having contact center reporting solutions with all those essential features, your BI (Business Intelligence) can make a smart and actionable decision.

Benefits of Call Center Reporting

Investing in a business phone system can give your organization a competitive edge through better reports and business intelligence:

Businesses that rely on call centers to interact with their customers can derive various benefits from call center reporting. Below are the key benefits of call center reporting listed:

1.Better work efficiency

Once your agent improves their work efficiency, like handling customer issues effectively, it automatically improves your call center efficiency.

2. Better customer service

Real-time call center reporting impacts customer retention rates, improves sales, and more. Moreover, once you understand your customer, you can know what efforts you need to put in.

3. Improve overall performance

Call Center Reporting enables users to identify areas by tracking metrics like first call resolution, average handle time, and customer satisfaction. This helps them find specific areas for improvement and take data-driven actions to enhance overall performance.

4. Cost optimization

Having a good call center reporting tool allows you to take measures to streamline the operational value of your business and cost efficiency. Also, it eliminates the essence of mediators for identifying customers’ basic needs.

5. Improved decision-making

Call Center Reporting helps provide insights into patterns and trends; thus, they can make informed decisions about training, staffing, and resource allocation.

Best Practices for Call Center Reporting

It is important to be aware of the various best practices in call center reporting to enhance operational efficiency. Following these best practices for call center reporting, you can overcome early obstacles and create effective reports.

1. Identify metrics

Focus on the essential metrics and other call center reporting best practices for measuring department performance.

2. Set goals 

With all the information you gathered, contact center analytics and reporting should be done to achieve your business goals.

3. Benchmark key statistics 

Benchmarking allows you to cross-check whether your employees/agents are performing well and meet the standards of the call center industry.

4. Focus on KPIs 

Key center performance indicators (KPI) offer unique metrics to measure your call center’s success. Critical KPIs include first contact resolution, call arrival rate, blocked calls, average call durations, abandoned call percentage, avg turnover rate, average wait time, and so on.

5. Incorporate customer feedback 

Customer feedback is the key to measuring your customer satisfaction and improving your customer relations.

6. Easy data accessibility 

Allowing call center agents to access the data easily will help them improve their performances.

Call Center Reporting Tools and Software

If you are looking for effective and efficient call center reporting software and tools, this section will help you. Here are the top 3 contact center tools and software discussed and their features. Take a look.

1. CallHippo

CallHippo offers a platform with a cloud-based next-generation business phone system suitable for all types and all sized businesses. The platform offers automated workflow and virtual telephony that helps businesses connect with customers easily and quickly.

In addition, the business phone system offered by CallHippo comes with robust functionality and advanced features. This makes the platform the most preferred by many top companies worldwide.

Features:

• Automate attendants
• VoIP number
• Instant messaging
• Software pairing
• Browser extension
• Desk-to-desk calls

Pros:

• Easy to set up
• Variety of valuable options for SME

Cons: 

• Lack of voice mail drop

Pricing: 

• Bronze plan for $16 
• Silver plan for $24
• Platinum plan for $40

2. Genesys PureConnect

It is a unique and complete multi-channel contact center platform offering an effective engagement marketing system and various custom process tools. The platform allows you to easily connect with customers via various channels like phone, email, chat, etc.

In addition, the platform provided by Genesys comes with full data integration ability, which means you can easily connect with 3-party CRM tools to achieve better operational efficiency.

Features:

• Agent dashboard
• Caller validation
• Outgoing responses via various channels
• Warm transfer
• Car forwarding

Pros:

• Great support
• Multiple options & solutions

Cons: 

• High cost

Pricing: 

• You can get Genesys Cloud CX for $75 per month

3. Five9

Five9 is one of the leading and most trusted Cloud contact center software providers facilitating more than 5 billion call minutes annually. The call center reporting platform provided by Five9 comes with excellent management capabilities that enable businesses to deliver more conversational services.

The AI-embedded platform of Five9 assists you live agents in many forms and automates critical customer interactions.

Features:

• Predictive dialer
• Callback scheduling
• Session routing
• Enhanced IVR
• Inbound screen pop
• Administrator access

Pros:

• User-friendly system
• Easy-to-install

Cons: 

• Reporting is bit complicated

Pricing:

• For Inbound $100 per seat
• For Outbound $100 per seat
• Blended $100 per seat

Guide to Contact Center Dashboards

Contact center dashboards are nothing but a tool that highlights the call center metrics analytics, reporting information, and KPIs. This enables call center managers to monitor and take necessary actions to optimize work performance.

For all modern businesses, a call center dashboard is an incredible and important power tool for optimizing the business workflow according to the evolving market condition.

Here is the list of 3 practical call center dashboard examples associated with critical KPIs. This will help you to get a better understanding of call/contact and contact center reporting solution dashboards.

1. Call center talk dashboard

The call center talk dashboard contains enough visualization that is required for monitoring and doing performance analysis of your calls. The call center metrics dashboard includes 4 dividend areas that allow call center managers to carry out the below-listed call center operations above effectively.

• Unsuccessful inbound calls 
• Predicting call efficiency
• Analysis call activity
• Judging call quality

The reporting tool also offers detailed information on every agent’s activity. This allows managers to have deep insight into information on agents’ performance.

Primary KPIs of call center task dashboard:

• Unsuccessful inbound calls
• Monitoring agent activity
• Analysis talk efficiency
• Data-wise quality rating

2. Call center team dashboard

The call center team tool dashboard gives you a detailed view of daily, weekly, and monthly performance sheets. This enables contact center managers to provide the agents with a resolution and optimal service time details.

The dashboard offers a powerful and clear overview of the agent’s performance and results. This motivates the agents and takes measures to improve their performances.

Primary KPIs of call center team dashboard:

• Average response time of a call 
• First call resolution 
• Spotting top agents
• Identifying issues

3. Call center customer satisfaction dashboard

The dashboard of the call center customer satisfaction tool offers essential metrics like customer satisfaction level, customer retention rates, and so. All those metrics will be vital in building better customer experience activities.

With this tool, you can drill down the evolving customer service department and create an effective customer strategy to boost customer retention rates.

Primary KPIs of call center customer satisfaction tool:

• Customer satisfaction level
• Score levels for promoter
• Effort score for customer 
• Customer retention rate

Bottom Line

A contact center is essential for any business in today’s competitive market. Proper analysis of the contact center operations and call center data will allow businesses to rate their performances and improve the areas where they lack. However, you would need an excellent, call center performance reporting tool to have an efficient contact center.

With good contact call center reporting, you can easily track down various aspects of your business, including the performance of your contact center, boosting customer experience, and enhancing communications. This empowers business stakeholders to make effective data-driven decisions and drive businesses toward achieving strategic goals.

Frequently Asked Questions

1. How to measure contact center performance

To measure the call center’s performance and measure customer satisfaction of your contact center, you need to follow these 3 simple steps:

• Find and utilize the best contact center reporting tools. 
• Make sure you have consolidated all your data. 
• By using call center analytics, set informed goals.

2. What are the common call Center KPIs?

Some of the common call center KPIs (key performance indicators), also known as key metrics, are:

• First contact resolution (FCR)
• Call arrival rate 
• Blocked calls 
• Average call duration 
• Abandoned call percentage
• Average wait time
• Average turnover rate
• Net promoter score (NPS)

3. How can call center reporting help to reduce costs?

Call center reporting plays a vital role in reducing operational costs for businesses. Please take a look at how it reduces the cost.

• Call center reporting helps businesses streamline business operations, saving them money and time. 
• Call center reporting eliminates the need for middlemen to predict the customer’s basic needs.

Supriya Bajaj

Supriya is a highly skilled content writer with over 8 years of experience in the SaaS domain. She believes in curating engaging, informative, and SEO-friendly content to simplify highly technical concepts. With an expansive portfolio of long-format blogs, newsletters, whitepapers, and case studies, Supriya is dedicated to staying in touch with emerging SaaS trends to produce relevant and reliable content.

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