Great Analytics Reports Boost Call Center Management Efficiency
By tracking metrics trends in real time, you have the flexibility to change course toward greater profitability and to make decisions that impact the performance of the day.
From your customizable dashboard, admins and managers can schedule reports to automatically send key metrics to the call center owner and executive team.
Understand the big picture of agent, lead, and list performance by analyzing the data over the time period of your choice, whether that’s by the hour, day, week, month, quarter.
Our two most popular analytics reports with insights that will make a HUGE difference to your bottom line
Convoso offers a myriad of ways to pull your essential KPIs into your dashboard and to create customized analytics reports. We’re highlighting two specific reports because you will love how they help you manage your call center’s performance.
List Conversion Report
This business intelligence report reveals the profit and loss of lists. The focus is on profitability metrics. Call centers that use these analytics to implement smart dialing strategies see strong improvements in contact and conversion rates.
- Managers see breakdown of costs and revenue to determine their true CPA [cost per acquisition]
- Real time reporting allows managers to compare multiple lists to see which are performing best [most profitably], and to turn lists on and off
- Run reports by minute, hour, or over a select time period; can also run by agent to determine productivity
Lead Penetration Status Report
Stop wasting time on leads you shouldn’t be calling and concentrate on leads you should be calling. Some leads get stuck in lists, and some get dialed too often. Know how your lists are performing so you can manage dialing campaigns more strategically.
- See dialing patterns and tailor campaign dialing
- Compare lists to see leads dialed least and most
- See on a scale how well agents are penetrating leads within their list, based on disposition status
- Know which lists to dial more frequently
- Define how you want to call leads in a campaign
Versatile Reporting Tools
Quickly find out which lists, lead sources and agents are performing—and which aren’t. A wide range of filters lets you easily set the reporting criteria to get the information that you need.
Filter Data Points
Which of your lists are performing and which are not? Easily find out by comparing and sorting all of your lists based on success rate.
Contact Rate Reports
An effective campaign begins with reaching your leads. Quickly see how many of your calls are making contact and how many are missing the target.
Are your agents experiencing too much down time? Track call counts by agent and adjust workflows accordingly to increase productivity.
Your leads are valuable assets. View all their information at a glance, filtered by status, campaign, list, and user.
Create your own reports to suite your operation’s needs. Filter reports and drill down based a variety of variables, from call type to dispositions.
Running reports manually wastes valuable time. Increase efficiency by scheduling reports to be run and emailed automatically at a specific time — hourly, daily or weekly.
Are you tracking the right metrics?
When it comes to reports, we need to understand available metrics, and which will have the most critical impact on call center performance. Here’s a summary of 16 KPI’s you should consider for your operation if you haven’t already. Click here to learn more about each, plus additional KPIs tracked by successful contact centers.
- Cost Per Acquisition (CPA)
- Connection Rate
- Lead Conversion Rate
- Talk Time
- Wrapup time
- Pause or Wait Time
- Calls per Agent
- First Call Close
- # Sales & Revenue/Agent
- Average Hold Time
- Abandoned Call Rate
- Dropped Call Rate
- Contact Rate
- Average Talk Time
- Total Revenue
- List Profit and Loss