12 High-Impact Decisions You Can Make Using Dashboards & Reporting

John Ortiz at MiaRec explains how contact centres can enhance performance and generate revenue by using automated tools for comprehensive call evaluation, targeted training, sentiment analysis, and data-driven decision-making.

Call centres generate enormous volumes of data, but without the right tools to make this data accessible, they are known to starve for insights. And I should know because I was a contact centre team leader for years.

One of my biggest frustrations was that I always spent a large portion of my day tediously evaluating my agents using mind-numbing scorecards. Still, I didn’t get a real sense of how my team was performing or what was happening in the call centre.

Our mission is to unlock the valuable insights hidden within call recordings and present them in an intuitive and easily understandable manner.

Dashboards and reporting are designed to keep things as simple as possible yet allow you to make the right decisions and take the best actions forward.

Improving Quality Management

Identify Struggling Agents

One of the first things you will want to do as a contact centre manager is to identify who your bottom, mid, and top performers are.

While you probably know who is performing how on your team, manual evaluations can only take you so far because they only give you a tiny fraction of the picture.

By evaluating 100% of your calls using Automated Call Scoring, you get a crystal-clear picture of how every agent is performing now and over time.

Identify Problem Sections Within Your Calls

Just as you can identify struggling agents with Auto Call Scoring, you can evaluate call quality based on specific scorecard sections to identify which sections of the calls your agents struggle with and why.

Because you can slice and dice the results of the automatic evaluations, you can clearly identify which sections certain agents or even teams struggle with and put training plans into place to improve their performance in a more targeted and, therefore, more effective way.

Create Targeted Performance Improvement Plans (PIPs) & Monitor Their Effectiveness

Now that you have identified which of your agents are struggling and with what, you can implement targeted training strategies for these specific agents.

You can track agents on Performance Improvement Plans (PIPs) and monitor their progress. After one to two months, you can adjust their training or support based on their performance trends.

Keep Track of Team Morale & Agent Sentiment

While most organizations use sentiment analysis to analyze and track how customers feel about their interactions with their brand, some contact centre managers have recently shared that they specifically track their agents’ and teams’ sentiments.

Agents displaying consistently negative sentiments may require additional support, such as counseling or stress management resources, to improve their well-being and job satisfaction.

By actively monitoring sentiment, contact centres can cultivate a positive work environment that directly enhances customer experiences.

Find Ways to Boost Empathy & Problem-Solving

Empathy and problem-solving skills are critical for contact centre agents if they are going to resolve customer issues effectively.

By using Auto Call Scoring in conjunction with Generative AI-based Sentiment Analysis and Topical Analysis, you can identify opportunities for an agent to show more empathy or solve a problem more effectively, as well as uncover gaps in your scripts or processes that you can improve upon.

In other words, you can ensure that scripts effectively address customer issues and revise training materials to include empathy training if needed.

Increasing Contact Centre Efficiency & Compliance

Track Call & Compliance Script Adherence

Most contact centres have scripts their agents need to follow. These could include anything from a simple standard greeting to reading full compliance statements.

By using Auto Scorecards, you can not only track whether your agents are sticking to the script and staying compliant but also easily identify which agents fail to meet compliance standards.

Make Smarter Staffing Decisions

The correct staffing level greatly affects running an efficient contact centre. Too few staff burns your agents out, while too many agents create expensive overhead costs.

Dashboards and reporting let you analyze call volume trends to adjust staffing levels. You can also use analytics to predict staffing needs based on historical data.

This way, you can quickly adjust your staffing to your needs and ensure that your agents are not overworked by balancing call distribution.

Monitor & Track Indicators of Manager Performance

Speaking of staffing, most contact centres only evaluate their agents’ performance. But with Auto Call Scoring, you get a much clearer picture of what is happening in your contact centre.

Suppose you see that agents consistently perform badly in a group or location despite training or having performed well in other teams.

In that case, you might need to assess if the issue lies with the manager, implement managerial training, or even make changes if a team consistently underperforms.

Monitor Outbound Call Activity

For any contact centre that needs to make outbound calls, it is crucial to track the number of calls made per agent, team, group, location, etc.

Dashboards let you easily track the number of outbound calls made. This knowledge allows you to take corrective action if agents are not making sufficient outbound calls, but it also allows you to motivate and manage agent performance.

Improving Service Quality & Generating Revenue

Turn Voice of Customer Insights Into Revenue Opportunities

One of the biggest changes we will see in the coming 12-24 months is how contact centres evolve from mere cost centres to revenue-generating business units.

This is due to the increasing ability to mine all the conversations for Voice of Customer insights. And the sky is really the limit here. Using Generative AI to extract key facts, you can:

• Assess customer feedback on new products or services,
• Gauge customers’ willingness to pay more for a product or service or test price acceptance,
• Identify products or services that receive negative feedback and consider making changes,
• Discover products or services with positive feedback and promote them further,
• Recognize common issues such as order cancellations or shipping problems,
• Address frequent issues proactively to improve customer satisfaction,
• And much more.

Early Warning System With Trend Analysis

Dashboards and reports can also serve as an early warning system. Use trend analysis to identify spikes in negative or positive calls and investigate the reasons behind these trends to make informed decisions.

For example, you might experience a spike in calls concerning a suspicious email your customers have received.

This might be a phishing attack targeted at or exploiting your company that needs to be dealt with ASAP. Or, you are about to release a new product and customers queue up to place phone orders, so you might want to let your production facilities know about your customers’ excitement.

Regardless, this early warning system allows you to adjust business strategies based on the overall sentiment and trend data.

Closing Techniques

Dashboards also enable you to monitor agents’ closing techniques during sales calls and ensure that your agents are using effective strategies to close sales.

If you spot poor closing rates, you can provide additional targeted training on closing techniques if necessary.

Dashboards and reporting are designed to be intuitive yet allow you to make data-driven decisions and take action.

Conclusion

In conclusion, intuitive and easy to understand dashboards and reports allow you to make all kinds of high-impact decisions and take action confidently.

By identifying problem areas within calls, creating targeted performance improvement plans, monitoring team morale, boosting empathy and problem-solving skills, and improving service quality, contact centres can not only enhance customer satisfaction but also drive revenue opportunities.

This blog post has been re-published by kind permission of MiaRec – View the Original Article

For more information about MiaRec - visit the MiaRec Website

About MiaRec

MiaRec is a global provider of Conversation Intelligence and Auto QA solutions, helping contact centers save time and cost through AI-based automation and customer-driven business intelligence.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: MiaRec