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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