CONTACT CENTER

METRICS ANALYTICS

& REPORTING

Building an Efficient

Contact Center Department

Contact center leaders want an easy reporting tool to give

them accurate data about their department. They want a

reporting or dynamic solution that analyzes the data and

represent it in a simple visual way to extract information and

build decisions according to that.

This training course outlines the foundational building blocks of

an efficient contact center department. It will help you make

better decisions, and it doesn’t matter if you never built a report

before because this course applies to anyone who enjoys

analytics and have an urgent need to improve.

Key Results & Benefits of Reporting

Effective Decision Making Making Contact Center Managers & Executives more effectively

capable of taking right choices and better decisions to drive the call

center to achieve better standards.

Reinforce agent goals and objectives. Allows agents to change behavior and improve their

performance through real time information.

Financial Impact

Having an efficient Contact Center will not only increase income by

improving sales but also cutting cost of unnecessary resources.

Successful Customer ServiceIntensively monitoring your contact center performance will reinforce your agents to serve best the customer. Reports will reveal gaps and encourage intensive analysis.

Challenge

Improve key contact center

agent and overall center

performance metrics.

Solution

Utilize a powerful tool to

transform contact center data

into impactful graphics

Result

Increased agent performance

and improved call center

productivity across multiple

metrics.

Course Outline

1 Call Center Supervisor Best Practices

CC Supervisor’s responsibilities

2 Key Metrics every Supervisor must know & track

Getting to know your contact center strength & Weaknesses

3 Key Correlations between metrics Chain Reaction

4 Best Report Type for every metrics group Know the strength behind visual reports

5 MS Excel as a powerful tool for data analytics

and reporting Dive into analytics

6 Building Effective Dashboard Start the magic

01 Call Center Supervisor Best Practices

CC Supervisors will be introduced to best practices that will enable them to acquire the skills and

techniques needed to achieve an efficient contact center.

Call center supervisors are expected to be “renaissance people” who excel at a variety of

roles and responsibilities. They must be excellent multi-taskers, combining the ability to manage

and coach agents, handle challenging customers, readily shift priorities, prepare

management reports, and lead call center initiatives while ensuring that service level and

quality objectives are achieved.

TABLE OF CONTENTS

Introduction

Chapter 1 | Call Center Supervisor Responsibilities

Chapter 2 | Building a Welcoming Work Environment

Chapter 3 | Creative Training Strategies

02 Key Metrics every Supervisor must know & track

An introductory guide to Call Center Metrics including definitions, importance & calculation formulas.

The true potential of KPI’s can only be unlocked when they are used to measure performance,

also to:

• Track and trend performance over time

• Identify strengths and weaknesses in the call center

• Diagnose and understand the underlying drivers of performance gaps

• Prescribe actions to improve performance

• Establish performance goals for both individuals and the overall call center

TABLE OF CONTENTS

Introduction

Chapter 1 | Cost Metrics

Chapter 2 | Productivity Metrics

Chapter 3 | Service Level Metrics

Chapter 4 | Quality Metrics

Chapter 5 | Agent Metrics

Chapter 6 | Contact Handling Metrics

03 Key Metrics Correlations

A guide to know and recognize how metrics are correlated and affected.

It is very important to recognize how metrics are correlated, by identifying the correlation you

will be able to track down and unlock the true potential of KPI’s and to have true

measurements.

TABLE OF CONTENTS

Introduction

Chapter 1 | Metrics Correlations

Chapter 2 | Tracking Down Root Causes

Chapter 3 | Identify Measurement Failures

04 Best Report Type for every metrics group Grouping correlated metrics and knowing the best chart types will unlock the key data behind the metrics

Reports and dashboards show how you performed in the past and what’s happening at the

moment, they’re key to driving success and adoption for the daily call center activity. The

information provided by reports and dashboards is especially important where it’s critical to

be proactive, rather than reactive. You want to be able to spot trends and act on them

immediately.

TABLE OF CONTENTS

Introduction

Chapter 1 | Call Center Agent Activity Report

Chapter 2 | Call Center Efficiency Report

Chapter 3 | Call Center Agent Rating Dashboard

Chapter 4 | Call Heat Analysis Report

Chapter 5 | Call Center KPI Summary Report

05 MS Excel as a powerful tool for data analytics Your data has a story to tell, with the power of MS Excel you will unlock the valuable information behind your numbers.

With data being generated faster than ever before, you need tools to help you easily find this

data and analyze it. Microsoft helps you easily find valuable information wherever it lives in

the cells.

With Excel you can create stunning, interactive views from any data using Excel. And business

meetings can be even more productive when people can present and make real-time

decisions using interactive charts and reports.

TABLE OF CONTENTS

Introduction

Chapter 1 | Learn the Essentials of MS Excel

Chapter 2 | Managing & Formatting Data

Chapter 3 | Formulas & Functions

Chapter 4 | Communicate Visually with Charts

Chapter 5 | Doing More with Excel

06 Building Reports and Dashboards

Easily create dashboards that aggregate data, and track success metrics aligned to business strategies

Your reports and dashboards are only as good as the data behind them, planning is the key

to capturing and displaying the correct metrics. Identify your objectives and goals early. Plan

your reports first and then get advantage of the formulas, functions and features that Excel

provides.

The visual and interactive approach to dashboards empowers you with performance

monitoring tools that capture and display the specific data points you need—all blended

together in perfect graphical snapshots.

TABLE OF CONTENTS

Introduction

Chapter 1 | Define Key Goals of Reports

Chapter 2 | Design & Format Your Report

Chapter 3 | Prepare your Data

Chapter 4 | Apply Formulas & Functions

Is This Course Right For You?

Do you have large amount of raw data that needs to be processed regularly?

Do you get overwhelming data from different systems?

Do you spend too much time trying to find key information?

Do you need reporting solutions to enable you to explore your daily or weekly

activity?

Do you need a standard set of KPIs to manage your department?

Do you need to be able to rapidly identify how well your department is adhering

to its goals?

Are you dedicating too many resources to creating and distributing department

reports?

This visual and interactive approach to dashboards empowers you with performance

monitoring tools that capture and display the specific data points you need.

So if you’ve answered Yes to most of these questions, then this course will help you

manage and improve the performance of your Contact Center.