Call Center & Real Time Reporting
Call Center can apply to any group answering or making calls including sales, customer service, technical support, etc. How efficient are calls going in and out of these groups?
- Do you know your peak and off-peak times?
- How many calls are coming in or out on the busiest days? The slowest? When are these days/times?
- How should you be scheduling your staff?
- What about your customer’s experience…how long were they on hold?
- Did they drop out of the queue? Did they call back?
- Was the agent they reached able to address the reason for their call?
These are the questions that help you optimize your sales, your staff, your customer experience and of course your bottom line. Not having this information leads to uncertainty about business decisions.
You can’t manage what you can’t measure!