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Glossary

What is a Call Center Dashboard?

The call center dashboard is an application that provides real-time reports and updates on the call center operations taking place. The managers, TL, and auditors use this application to check the productivity level of the team and make real-time improvisations in case things are not happening as per the plan. A call center dashboard is a mandatory tool without which a call center service can’t hope to operate harmoniously.


Call center services carry a lot of responsibilities on their shoulders. Their performance is key to the overall performance of the entire business of the client company. Therefore, they need to be quite conscientious about their work. A single moment of downtime and hiccup in the call center operation can cause a significant loss of business, especially if the operations are related to sales, marketing, customer support, or order processing unit. 


  • Call center services generally performance metrics that help managers to measure the performance of the agents and the entire process collectively. The performance metrics are already integrated into the call center dashboard that shares live updates about the metrics-related insights. 

  • There are parameters involved in Key Performance Indicators of the call center system. Every live agent should adhere to the pre-defined KPIs to ensure optimal productivity of the call center system. Even if one of the KPIs is left unfollowed or unfulfilled, it will directly impact the productivity of the entire process. 

  • The primary objective of a call center service is to reduce average call handling time, wait time, compliance with service level agreements, improve customer experience and satisfaction rate, quick response time, and a lot more. 

  • A call center dashboard displays every aspect of call center performance so concisely that it becomes easy for the users to contemplate and devise real-time measures to maintain consistency. 

  • Delivering the highest service quality remains the goal of every call center service and that is how a client company gauges the quality of a call center service.

  • Currently, there are hundreds of call center dashboard applications available in the market. You can choose any one of them to track the performance of your call center service intuitively. 

  • Every call center service has its own working methodologies, techniques, and strategies. Considering your call center strategies, you can customize the metrics system of the call center dashboard and make it suitable according to your visions and goals. 

  • Call center dashboards are critical for improving the overall performance, intelligence, productivity, and efficiency of the call center service. Many business process outsourcing agencies get benefitted hugely by installing this simple piece of software.

  • Realizing the significance of the call center dashboard, many BPO companies have mandated the use of this tool for streamlining call center operations.


Conclusion: Hence, this was pretty much about the call center dashboard, you can google through some of the premium call center dashboard tools prominently used in many call center companies. This is an excellent tool for streamlining, assessing, and processing call center operations in a hassle-free way. 


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