Clients of call center services outsourcers have a right to know the details about the program their vendors are providing. In fact, clients and vendors need to work in close partnership to build, maintain and continually adjust successful call center services programs. And the basis for this is detailed, frequent reporting.
Sadly and surprisingly, some clients of call center outsourcing service companies are left in the dark. Clients have told us that in previous experiences with outsourcers, they haven’t been given a clear idea of what their call center services provider was doing, how the program was performing and where the program was faltering – or succeeding.
This is bad for the client and bad for the call center vendor. And it leads to business relationships that are contentious, unsuccessful and short.
Good call center programs are dynamic: inbound traffic fluctuates all the time, outbound lists and campaigns change, product and corporate sales messages change and the agent workforce is always evolving. To maintain predictability in a call center environment, managers must have available to them historical call center reporting data that provides insights into trends and emerging challenges.
At OnBrand24, we use the Five9 call center services software and telephone platform, which provides over 100 standard reports with call center metrics on ACD queues, agents, calls, campaigns, IVR scripts, lists, contacts, do-not-call, and worksheets.
Reports can be issued at the client’s preferred frequency – monthly, weekly or daily, providing up-to-date access to the relevant, detailed information needed to make call center operations decisions.
It’s hard to overstate the value of detailed reports. They are to call centers and their clients what road maps and GPS are to drivers on road trips. Without them you don’t where you’ve been or where you’re going.
Mark Fichera, CEO
OnBrand24
Call Center Services
Beverly, MA