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Call Center Performance Reporting


Performance reporting provides goal oriented metrics to the highly skilled experienced agent. These metrics show the skilled agent how they are performing and where they can improve.  An experienced agent wants to know how close they are to their goals and objectives.  By providing the correct metrics the skilled agent is able to optimize their performance.

Showing experienced agents statistics such as wait time and ASA can create a negative effect.  These agents become bored with the metrics and ignore them.  To assist a highly skilled agent, metrics on the desktop need to show them how they are performing. These agents will then work towards improving their performance.



Call Center Performance Management

The metrics that are recommended for a Performance Reporting display include:

  • Average Handle Time
  • Abandoned Rate (%)
  • Service Level (%)
  • Occupancy Rate (%)
  • Calls in Queue - Agents still need to be alerted to calls in queue.

These metric are recommended for the skilled and experienced agents.

If the call center is made up of a group of highly skilled agents an LCD wallboard could work in conjunction to provide group performance content.

Call Center Performance Reporting

An effective Performance Reporting will ensure the agents are able to optimize their performance with objective oriented metrics instead of status metrics.  If the agents are not highly skilled or are new to the position a Status Reporting solution might be more appropriate.

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Performance reporting provides goal oriented metrics to the highly skilled experienced agent. These metrics show the skilled agent how they are performing and where they can improve.  An experienced agents wants to know how close they are to their goals and objectives.  By providing the correct metrics the skilled agent is able to optimize their performance. 

 

Showing experienced agents statistics such as wait time and ASA can create a negative effect.  These agents become bored with the metrics and ignore them.  To assist a highly skilled agent, metrics on the desktop need to show them how they are performing. These agents will then work towards improving their performance.

 

Performance metrics address the needs of the experienced skill agent by displaying information on how the agent is performing.

 

 

The metrics that are recommended for a Performance Reporting display include:

                Average Handle Time

                Abandoned Rate (%)

                Service Level (%)

                Occupancy Rate (%)

                Calls in Queue - Agents still need to be alerted to calls in queue.

These metric are recommended for the skilled and experienced agents. 

 

If the call center is made up of a group of highly skilled agents an LCD wallboard could work in conjunction to provide group performance content. 

 

                               

 

An effective Performance Reporting will ensure the agents are able to optimize their performance with objective oriented metrics instead of status metrics.  If the agents are not highly skilled or are new to the position a Status Reporting solution might be more appropriate.

 

 

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