The Impacts on Operations and Company Growth
Columbus, OH -- (ReleaseWire) -- 02/05/2015 --Through real-time reporting, call centers can gain a deeper insight through real-time, personalized dashboards and reporting. The ability of call centers to identify issues, train agents effectively, and to optimize performance is greatly damaged when they do not have access to real-time analytics illustrating current performance. So what are the consequences of getting call center analytics even a day late?
The Inability to Monitor Agent Performance and Train Effectively
When receiving agent data weeks, days, or even hours later, call centers can't proactively identify inefficiencies an optimize agent performance. Training is always an ongoing process, but when managers are unable to pinpoint performance issues immediately, agents will continue making the same mistakes until notified. Furthermore, by immediately notifying agents of performance mistakes, such actions will be fresh in their mind to be able to effectively adjust their performance.
The Inability to Identify Issues in a Timely Manner
If your call center is not performing well, managers will find out too late, even if just hours late. As calls continue pouring in, call center inefficiencies will continue to accumulate, effecting not only agents, but also the customer experience. By not acting quickly to operation issues, this increases the chances of unsatisfied customers and a loss of potential business.
Agents Lack Vital Information
It isn't just management that benefits from real-time reporting. Having vital information easily accessible for agents is important to respond instantly to customer questions and demands. Not only will the agent inability to answer questions in a timely manner impact customer satisfaction, but agent performance will decline and this sets the atmosphere for disgruntled employees
Customer service, whether it be over the phone, through email, SMS, or in a store, it vital to company growth. Companies should jump at any chance to improve their customer service and to improve operations.