How Call Center Reporting Improve Customer Service?

Call center reporting measures major key performance indicators (KPIs) like Customer Effort Score (CES), Agent Turnover Rate (ATR), etc., to evaluate the overall call center performance. Call center executives use those insights to understand working patterns and make strategic decisions to avoid future issues by maintaining even operational flow.

While traditional call centers face time and labor constraints while conducting call center reports, modern call centers are equipped with technology so that they get access to better data. Modern call centers utilize AI (artificial intelligence) technology to conduct reporting and provide actionable insights.

Customer service is a significant part of any business, contributing to brand recognition, a more extensive consumer base, and lead generation. An ideal call center report can improve administrative control while ensuring top-notch customer service by identifying key issues, monitoring agent performance, and better resource management.
 

You can leverage call center reports to identify customer pain points and other service problems. Once you know those problems, you also know what measures you can take to solve them. You can also prioritize which problems to solve, avoiding serious flaws and concerns.

Utilizing fundamental KPIs and generating call center reports make you well-informed and enhance efficiency. You do not have to waste time wondering about your business concerns and customer demand, and you know how to align performance metrics and set achievable goals.

Call center reports give you detailed information on peak hours of the day, according to which you may schedule your call center timing and distribute resources. It also offers real-time insight to identify if the correct number of agents are present to assist customers at the right time.

Each customer interaction must add value to the customer, and only then it can enhance the quality of customer service. Call reports can analyze each communication process based on transcription to identify whether it informed consumers or solved their issues.

You can monitor each agent's performance using call center reporting to determine if they meet their targets or deliver consistent service quality. Report findings can help you determine areas of improvement and if agents require training.
 

Call centers use different KPIs to calculate and evaluate their target area of concern. While finding and sticking to a suitable KPI might be challenging, you must consider your business objectives before deciding on a KPI and setting the KPI target.

The Call Abandon Rate (CAR) measures the percentage of calls hung up by the customers before speaking to an agent. A low CAR rate indicates quick response times and agent productivity. To minimize call abandon rate in your call center, you should focus on better staff allocation and decreasing call queue length.

The formula for calculating the CAR of your call center is as follows:

Call Abandon Rate = (Number of calls received − Number of calls answered) / Total number of calls received X 100

For example, If you received 100 calls but were only able to answer 95 of them, the Call Abandon Rate is (100 − 95) / 100 X 100 = 5 %

The Average Speed of Answer (ASA) refers to the average time an agent takes to answer a call once it enters the queue. A shorter ASA indicates that your call center agents are accessible and efficient, whereas, a longer ASA denotes lower customer satisfaction and higher agent burnout.

You can calculate the average speed of the answer by using the formula below:

Average Speed of Answer = Total length of customer wait time ​/ Total number of calls answered.

For example, if customers wait a total of 2800 seconds for 100 calls, the Average Speed of Answer is 2800/100=28 seconds (which is also the ideal speed of answer for most industries).

Average Handle Time (AHT) refers to the average time an agent spends on a call, including talk time, hold time, and after-call work. AHT monitors both agent’s individual and overall call center performance.

To calculate the average handle time of your call center, add the talk time, hold time, and after-call work time, and then divide the sum by the total number of calls.

Average Handle Time= (Talk time+hold time+after call work time) / Total Number of Calls

For example, if the call center agents spend 3000 seconds talking to the customer, 500 seconds on hold, and 500 seconds on after-call work for a total number of 100 calls, the Average Handle Time is (3000+500+500)/100=40 seconds. Usually, the ideal average handle time is around six minutes, depending on the approach and platform of communication.

First Contact Resolution (FCR) is the percentage of total issues resolved during the first contact without needing follow-ups. High FCR rates indicate efficient problem-solving, good customer service, and low agent burnout.

The formula to calculate FCR is as follows:

First Contact Resolution = (Number of issues resolved on first contact / Number of total issues) X 100

For example, if you have 100 calls addressing issues, out of which you can solve 60 on the first contact, the First Contact Resolution is (60/100) X 100 = 60%.

The Customer Satisfaction Score (CSAT) calculates the satisfaction level of the customers with a product or service. CSAT is important for identifying areas for improvement and assessing overall customer experience. Calculate your call center’s CSAt by adding all your customer's positive responses, dividing it by the total number of responses, and multiplying by 100.
 

Customer Satisfaction Score = ( Sum of All Positive Responses / Total Responses) X 100

If you receive 50 responses, of which 30 are positive, the  Customer Satisfaction Score will be (30/50) X 100 = 60%.

The Net Promoter Score (NPS) indicates overall customer satisfaction and loyalty. By calculating NPS, you can get an idea about the number of loyal customers willing to recommend your product or service to others. To calculate NPS, you must get the rate of promoters and  detractors using the formula below:

Promoters % = (Number of promoters / Total number of responses) X 100%

Detractors % = (Number of detractors / Total number of responses) X 100%
 

Here, the promoters refer to the number of people who vote that they want to refer your product /service to their friends and family. In other words, they are your brand advocates or loyal long-term customers.

Detractors, on the other hand, are the number of unsatisfied customers who are not willing to make repeat purchases in the future.

Once you have both promoters and dictators rates, you can simply deduct dictators from promoters to calculate NPS:

Net Promoter Score = Promoters%−Detractors%

If 50% of respondents are promoters and 20% are detractors, then your Net Promoter Score is 50% − 20% = 30%

The Customer Effort Score (CES) measures the effort customers need to make in order to interact with your business. It helps identify the pain points and simplify the product/service usability for your customer.

Use the formula below to calculate CES:

Customer Effort Score = (Number of positive responses/ Total number of responses) X 100

For example, if you have a total of 100 responses and 70 of them are positive, your Customer Effort Score will either be (70/100) X 100 = 70%

The Agent Turnover Rate (ATR) calculates the percentage of agents who leave your company within a specific period. ATR is important for understanding workforce stability and improving retention strategies.

The formula to calculate ATR is:

Agent Turnover Rate = (Number of agents who left / Total number of agents employed) X 100

For example, if 10 agents leave your company out of a total of 100 employees, the Agent Turnover Rate is ( 10 / 100 ) X 100 = 10 %. Call center jobs are considered stressful due to their fast-paced operations, deadlines, and repetitive tasks.  As a result, the average agent turnover rate of call centers is 30 to 40% and can go up to 60%.

Use the latest AI technology to track all significant metrics and obtain insights for measuring call center reporting KPIs. With Calilio’s AI-powered call reports, it is easy to make informed, data-driven decisions and strive for excellence every time.

Calilio is a one-stop solution that lets you transcribe calls, analyze call sentiments, and make automatic call summaries. You can convert each word spoken during the call into text and review how the conversation took place without listening to the recordings.

Our contact center software allows you to quickly understand the sentiment of each conversation as it determines if the conversation was positive, negative, or neutral. Moreover It provides the gist of a conversation, providing call summaries, and highlighting the motive and outcome of the call.
 

• Find out the primary reasons for calls: By understanding the critical reasons for customer calls, you can understand their pain points, information flow, and demand and address them accordingly.
• Call summary: With every call, you get a call summary from which you can draw concise conclusions. It lets you know about necessary follow-ups and enables you to access the conversation gist quickly.
• Members ROI:  Calilio can calculate the timing and quality of each employee’s work and effectively manage your team performance.
• AI-generated call transcription: You can rely on automatically transcribed calls to review conversations anytime and ensure no details are missed.
• Sentiment analysis: Understanding the attitude of each call will help you cooperate with your customers in a personalized way, making them feel extra special, which boosts their loyalty towards your service.

Call center reporting analyzes key performance indicators (KPIs) to evaluate overall performance and interaction. It draws insights into the operations and issues of a call center so that it can operate efficiently.

An AI-generated call summary is a concise overview of a call created using AI that can depict the goal of the conversation. Besides, it is also capable of suggesting major takeaways from the conversation and caller sentiments, saving you the time you would spend listening to the entire conversation.

KPI refers to key performance indicators, such as customer satisfaction scores, net promoter scores, quality scores, etc., that call centers use to understand and improve business efficiency.