Call center reporting, what report do you use?

Question

What reports are you using for tracking Call center efficiency? Do you use just the system provided reports or you have analysts mixing and matching those reports into something new?

Abdul Majed Sheikh · Answer

Well this depends on your key metrics.
The CRM should produce sufficient reports for analysing but you need to design targeted reports for specific metrics, analyse them and use them in you planning to produce the results.

Saad Ahmad Saad Al Eraifi · Answer

Daily report and monthly Daily report to update high management of number of calls received and service level and monthly report shows call center service level total calls received on month compare of the last months

Shailendra Sharma · Answer

We can use Real time, Historical and Integrated reports.

Sherif Hosny El-Dawayaty · Answer

First, you should decide what kind of metrics you will use, and then how to get such info

You could use any type of system depend on the PBX and CRM application you use

After that, you could use for example Table F to report your performance as per COPC standards

Therefore, system is not important, as setting what KPis you will use

You could get a list of KPI for each KCRps from the COPC family of standards, which will be the better way you let you decide the Metrics and the target you will follow

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Call center reporting, what report do you use?

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