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Glossary

What are Historical Reports?

The business process outsourcing (BPO) industry has grown steadily. IT has always been one of the most cost-effective options for businesses and corporations worldwide. Outsourcing has been one of the game-changing strategies that many companies have implemented, allowing them to offer high-quality services to their clients while reallocating savings for other expenditures. Simply put, customer service is the life force of your entire business. You would harvest great benefits if you chose to invest more in your customer-facing endeavors and take steps to improve your strategies.

BPOs, like any other business in the ecosystem, have procedures in place to ensure the smooth operation of the contact center. One of them is contact center historical reporting.

Historical reports are those that track the performance of call centers and agents over time. Historical reports are generated for the past period. These are critical for BPO managers to understand their call center agents' performance and intervene in the future to bring about changes that are in line with the organizational business objectives. In a layman's language, Historical reports are the ways to gather historical data.

Historical data allows for the tracking of improvement over time, which provides critical insights. These insights are vital to a company's success. Besides understanding the call center agent's performance, historical data fetched by contact center historical reporting also assists managers to better understand and segment their customers.

Preserving historical data allows businesses to understand the past better. Based on Historical reports, BPO managers can identify outages more quickly, allowing a call center to be more efficient. TTR, or time-to-resolution, is one of the key metrics that call centers closely monitor, and TTR is directly related to customer satisfaction. The faster a call is resolved, the more satisfied the client will be.

You can use Historical Reports to:

1. Understand the past statuses, priorities, and elapsed time.

2. Understand the evolution pattern.

3. Forecast and predict future events based on past data.

4. Establish a time frame for a report.

5. Provide higher-quality service and relevant offers to your clients, in the present as well as in the future.

6. Establish better strategies to meet organizational goals.

Call center managers can harvest important KPI (Key Performance Indicators) results from historical reports, which allows them to measure and evaluate overall performance. Managers in the contact center decide which KPIs they want to track so that they can assess their success in meeting organizational goals.

Customer Satisfaction, First Contact Resolution, Quality Scores, Service Level, Advisor Satisfaction / Employee Engagement, Customer Effort, Adherence, Net Promoter Score, Forecast Accuracy, Sales Volume, and so on are some of the most important call center metrics.

Historical reports provide contact center managers with data that they can use to simplify, benchmark, and assess the contact center's value. These historical reports help managers assist those who require assistance in specific areas of their role while also engaging their staff through a more personable approach. These acts, in turn, result in a happier and efficient workforce, which ultimately improves the level of support BPOs provide to their customers.

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