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So, your company has installed a sophisticated ACD system. Unfortunately, this alone does not ensure high quality customer interactions, for it's essential to continually measure and audit call center operations to ensure customer satisfaction and operational efficiency. ACD reporting provides the data to analyze and measure all aspects of call center activity including abandoned calls, call volume, average resolution time, average wait time, and more. With this data, you can determine how efficiently your company is handling calls and make sure customers are not getting lost in the queue. ACD call reports fall into two categories: real-time and historical. Many solutions offer both, while some support only historical statistics. Real-time monitoring allows management to respond effectively to time-critical issues. For example, real-time reporting systems can immediately alert managers on the number of agents logged in/out, the average hold time, number of idle agents, etc. Managers can respond within minutes, as opposed to days. Real-time reporting is particularly critical if call agents work remotely. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
ACD reporting
