{"id":445688,"date":"2020-11-04T08:29:22","date_gmt":"2020-11-04T06:29:22","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=445688"},"modified":"2020-11-04T09:30:24","modified_gmt":"2020-11-04T07:30:24","slug":"call-centres-what-reporting-tools-do-you-really-need","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/industry-news\/445688\/call-centres-what-reporting-tools-do-you-really-need\/","title":{"rendered":"Call centres \u2013 What reporting tools do you really need?"},"content":{"rendered":"<p><a href=\"https:\/\/euphoria.co.za\/contact-us\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Euphoria Telecom<\/strong><\/a>&#8216;s\u00a0call centre solution prioritises rich, relevant data reporting.<\/p>\n<p>It helps call centre owners and managers maximise agent productivity with a variety of performance reporting tools and provides a holistic view of call behaviour and activity.<\/p>\n<ul>\n<li><a href=\"https:\/\/euphoria.co.za\/?utm_source=BusinessTech&amp;utm_campaign=Euphoria&amp;utm_term=November_2020\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Click here to learn more about Euphoria Telecom&#8217;s call centre solution.\u00a0<\/strong><\/a><\/li>\n<\/ul>\n<p>But what is the winning formula in terms of reporting? Here are a few must-haves.<\/p>\n<h3 class=\"my-4\"><strong>Outcome-based reporting<\/strong><\/h3>\n<p>Knowing whether queries were resolved or sales were made \u2013 and why\/why not \u2013 can help refine operational or sales strategies, making positive outcomes more likely.<\/p>\n<p>And an effective <a href=\"https:\/\/euphoria.co.za\/hosted-call-centre-solution\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>call centre solution<\/strong><\/a> should provide that insight, with detailed tracking of agent and consumer behaviour and outcomes.<\/p>\n<p>Post-call surveys, first-call resolution metrics, sales per agent reports and cross-channel tracking of customer interactions are key to creating a more intuitive customer experience, and to equipping agents with the skills to keep their customers happy.<\/p>\n<h3 class=\"my-4\"><strong>Time and attendance tracking<\/strong><\/h3>\n<p>Euphoria\u2019s Agent Workspace allows you to monitor staff\u2019s time and attendance, even when your agents are working remotely.<\/p>\n<p>Time and attendance tracking provide value in more ways than one.<\/p>\n<p>Beyond creating a clearer picture of each agent\u2019s performance, they can help refine scheduling, manage overtime costs and allocate staff with perfect precision.<\/p>\n<h3 class=\"my-4\"><strong>A user-friendly dashboard<\/strong><\/h3>\n<p>The reporting dashboard is the centre of management\u2019s universe when it comes to tracking KPIs and getting the best performance out of their agents.<\/p>\n<p>The dashboard provides real-time insights on call centre activities and call outcomes.<\/p>\n<p>It can help agents monitor their own call performance or allow team leaders\/managers to monitor their staff.<\/p>\n<p>A user-friendly dashboard has all the relevant info on-hand in a visual format that is easily understandable.<\/p>\n<p>For example, rather than plain data being displayed, the dashboard would condense the information into graphs or tables that can be interpreted at a glance.<\/p>\n<h3 class=\"my-4\"><strong>Scheduled reporting<\/strong><\/h3>\n<p>Scheduled reporting provides automated data based on what is important to the user.<\/p>\n<p>For example, if the user would like to see how many calls went unanswered daily, weekly or monthly, they could schedule a daily, weekly or monthly report, to be delivered to their inbox.<\/p>\n<p>Users choose the frequency at which they would like the reports delivered. And reports can be shared via email in CSV (Comma-Separated Values) tabular format or via an SFTP (Secure File Transfer Protocol) server.<\/p>\n<p>Scheduled reporting sends users the information they need without them having to search for it, making for improved decision-making and better management.<\/p>\n<h3 class=\"my-4\"><strong>Abandoned call reporting<\/strong><\/h3>\n<p>With inbound call centres, callers will typically drop the call when they are on hold for too long.<\/p>\n<p>Sometimes, callers will hang up and redial if they have accidentally selected the wrong option in the automated call routing process.<\/p>\n<p>Others realise that they don\u2019t have all the necessary information they need on-hand.<\/p>\n<p>When a large number of callers are hanging up before an agent answers, however, it becomes necessary to potentially re-evaluate staffing levels, put more self-help options into place or consider processes that speed up average call times. Abandoned call reporting helps narrow it all down.<\/p>\n<h3 class=\"my-4\"><strong>Average call time<\/strong><\/h3>\n<p>Average call time reporting can be extremely revealing in the bigger picture. It tracks the average amount of time customers are on hold during calls, and average length of agent\/customer interactions.<\/p>\n<p>This reporting tool can provide actionable insight into the overall level of service the call centre is delivering.<\/p>\n<p>It can be used to identify gaps in the service process and can be applied as a tool to boost agent performance across the board.<\/p>\n<h3 class=\"my-4\"><strong>Reporting done right<\/strong><\/h3>\n<p>Euphoria\u2019s call centre solution offers a completely customisable set of reporting tools that provide a holistic view of the entire operation \u2013 from top to bottom.<\/p>\n<p>It\u2019s all-encompassing workforce and process management at the click of a mouse that helps managers and owners put efficiency first.<\/p>\n<p>And when you choose Euphoria, there are no long-term contracts, easy set up and seamless integration.<\/p>\n<p>Get ready to create the smoothest call centre experience possible using the power of data.<\/p>\n<p>Find out more about Euphoria\u2019s call centre solutions on <a href=\"https:\/\/euphoria.co.za\/?utm_source=BusinessTech&amp;utm_campaign=Euphoria&amp;utm_term=November_2020\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>euphoria.co.za<\/strong><\/a>.<\/p>\n<hr \/>\n<p><strong>About <a href=\"https:\/\/www.euphoria.co.za\/\"><strong>Euphoria Telecom<\/strong><\/a><\/strong><\/p>\n<p>Euphoria Telecom is a leading provider of an innovative, cloud-based, cost effective, business telephone service that offers unprecedented control and automated operational efficiency.<\/p>\n<p>The solution offers any business a truly simple approach to managing communications across an increasingly decentralised and mobile workforce.<\/p>\n<p>Seamless integration and automation make it simple for businesses to access insights, reports and efficacy of communications.<\/p>\n<p>The company has earned a reputation as a customer-centric business, decreasing customer telephony costs by up to 50% and maintaining excellent customer service.<\/p>\n<p>Established in 2010, the company now proudly hosts over 4 000 business customers in South Africa and continues to grow rapidly.<\/p>\n<p>The company was founded by George Golding, Conrad de Wet and Rafal Janik, and is managed by John Woollam and Nic Laschinger.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Euphoria Telecom\u2019s call centre solution prioritises rich, relevant data reporting to help call centre owners and managers maximise agent productivity with a variety of performance reporting tools that provides a holistic view of call behaviour and activity.<\/p>\n","protected":false},"author":57,"featured_media":445734,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10459],"tags":[6365,11134],"class_list":["post-445688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-news","tag-call-centres","tag-euphoria-telecom"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/445688","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=445688"}],"version-history":[{"count":5,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/445688\/revisions"}],"predecessor-version":[{"id":445706,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/445688\/revisions\/445706"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/445734"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=445688"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=445688"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=445688"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}