The latest generation of call center software allows organizations to monitor agent and department performance at a level that would have been impossible ten or twenty years ago. However these tools are not just for management use. Call center reports provide valuable motivators to agents, inspiring them to excel and boost the center's productivity.
Giving Agents Control
When agents become isolated, their performance suffers. A workday becomes an endless series of phone calls. There is no sense of progress other than the ticking of the clock, and the only goal is to get through the day. Morale drops. Service quality drops. Customers become unhappy. It's a death spiral.
Live call center reports allow agents to see how the department is performing in real time. Phone calls are no longer isolated incidents, but rather pieces of an overall flow of call volume. The agent is not alone, but part of a team. Employees can see how individual efforts affect hold times, queue lengths and other statistics. As the number of calls climb they can put in an extra effort, and as call volume falls agents can relax and take a breather.
Giving Agents Control
When agents become isolated, their performance suffers. A workday becomes an endless series of phone calls. There is no sense of progress other than the ticking of the clock, and the only goal is to get through the day. Morale drops. Service quality drops. Customers become unhappy. It's a death spiral.
Live call center reports allow agents to see how the department is performing in real time. Phone calls are no longer isolated incidents, but rather pieces of an overall flow of call volume. The agent is not alone, but part of a team. Employees can see how individual efforts affect hold times, queue lengths and other statistics. As the number of calls climb they can put in an extra effort, and as call volume falls agents can relax and take a breather.
