Act as a contact center consultant ( III) - Call Center Reports
One of the essential elements and tools within any successful contact center or call center is the contact center reports.
Before starting to discuss the importance of the reports with in the contact centers or call centers we need to know the definition of the word reports, "Reports are information dissemination documents often created as a result of a query. Reports may contain text, data, graphics and calculations.
The contact center reports reflect the real picture of the contact center the performance in any of your contact center or call center and sense your processes efficiency.
There are several essential reports should be considered in any call center or contact center forecasting process. And the point of a contact center business report is to communicate the contact center information, and sometimes to persuade or convince. To do this effectively the two keywords are brevity and clarity.
Below we will try to cover some of the very often used reports in the contact center industry, their applications and use:
Inbound calls, emails or faxes forecasting reports:
The expiration ‘forecasting' in the contact center is "Predicting current and future inbound calls, email or faxes trends using existing data and facts. Analysts in the contact centers - the managerrely on technical and fundamental statistics to predict the behavior of the incoming contacts, A unique approach to planning, using scenarios, interesting use of information. Simply using new forecasting software is not interesting, unless it is used in a nontypical way. (Process)"
The age-old adage ‘Look before you leap' is true for all walks of life - starting a new business or expanding an existing one being no exception. Contact center Reports are the ‘look' factors that need to be done before you take the ‘leap' in the world of business. A proper assessment of the intended market segment, the particular geographical area or the likes and dislikes of the customers will go a long way in making the right decisions that can ensure the success of your business. Contact center Reports are the headlights of your vehicle as they will show you the various pitfalls on your road to success.
There are few simple rules you need to remember in order to get the best out of your contact center reports:
Make sure you are clear about your contact center or call center reports purpose
Keep your contact center reports brief
Keep your contact center reports simple
Make sure that all your contact center reports are clear
Do not assume
And remember these obstacles to clarity:
Long winded, flowery, language
Obscure vocabulary
Unexplained acronyms and abbreviations
Unexplained specialist terms
Densely packed text
Unsupported assumptions
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