Call Centre Analytics and Reporting

Companies measure the success rates and efficiency of call centres and agents by tracking key performance indicators (KPIs). The KPIs tracked by an organization may vary depending on the centre's function: An outbound call centre may measure cost per call, revenue earned, total calls made and tasks completed, among other metrics. Inbound call centre metrics may include first call resolution (FCR); average wait time; and abandoned call rates.

The call centre environment is an ever growing and expanding one. This environment has high demands for skilled, energetic and positive people. It is very CUSTOMER CENTRED.

A call centre is usually the middleman between the business and the customer. It is the voice that represents the business.

Call centres are responsible for:

• Providing information
• Attending to queries
• Meeting targets

What is the Objective of a Call Centre?

A call centre provides efficient, effective and excellent customer service and these ensure the retention and expansion of the customer base. Call centres deliver improved service as queries can be attended to outside the normal business hours. Companies can be contacted often around the clock and queries are resolved online immediately. This leads to quicker turn-around times for queries and improved customer service.