Looking for a Performance Management Company?

Since 1996, InetSoft has provided performance management software that is easy, agile, and robust - complete with interactive and monitoring dashboards, scorecards, and drill-down business reporting. Evaluate InetSoft's Style Intelligence for an affordably priced, quick to deploy, and easy to use performance management solution.

#1 Ranking: Read how InetSoft was rated #1 for user adoption in G2's user survey-based index Read More

Information about InetSoft's Interactive Monitoring Dashboards

Monitoring dashboards do not need to be static charts. InetSoft's dashboard software uses a visualization-driven approach to enable rapid deployment of self-service business dashboards that are highly interactive. This perfomance managemett system is business user-driven and offers strong analytic and drill-down functions. The key capabilities are:

  • Monitor, explore, and analyze and drill down into details
  • Easy to use, modify, and create by business users
  • Leverage user-driven data mashup for maximum self-service
  • Suitable for executive dashboards and power-user exploration
  • Combine multiple interactive reports and charts in one screen to replace scores of static ones

Dashboards empower business users with an intuitive monitoring and analytic environment resulting in enhanced business performance management, using the information stored within their performance management system. Within an executive dashboard, statistics and data for the company as a whole can be closely monitored by the people who need to know and can take action.

why select InetSoft
“Flexible product with great training and support. The product has been very useful for quickly creating dashboards and data views. Support and training has always been available to us and quick to respond.
- George R, Information Technology Specialist at Sonepar USA

What Key Performance Indicators Does an Call Center Operations Analyst Use?

A Call Center Operations Analyst utilizes various key performance indicators (KPIs) to measure the performance and efficiency of call center operations. Here are some common KPIs used by call center operations analysts:

  1. Average Handling Time (AHT): AHT measures the average time it takes for an agent to handle a customer call, including talk time, hold time, and any after-call work. A lower AHT generally indicates higher productivity and efficiency.

  2. First Call Resolution (FCR): FCR tracks the percentage of customer inquiries or issues that are resolved during the first interaction with an agent. A higher FCR indicates better customer satisfaction and operational efficiency.

  3. Service Level Agreement (SLA) Compliance: SLA compliance measures the percentage of calls that are answered within a defined time threshold, typically expressed as a percentage or in seconds. It ensures that calls are answered promptly, reflecting the call center's ability to meet service level targets.

  4. Abandonment Rate: The abandonment rate calculates the percentage of callers who disconnect or abandon the call while waiting in the queue before reaching an agent. A lower abandonment rate is generally desirable, indicating better call center performance.

  5. Occupancy Rate: Occupancy rate represents the percentage of time that call center agents spend handling customer interactions, including talking to customers and performing after-call work. It helps assess agent productivity and workloads.

  6. Customer Satisfaction (CSAT): CSAT measures the satisfaction level of customers based on post-call surveys or feedback. It provides insights into the quality of customer service provided by the call center.

  7. Call Quality or Quality Assurance (QA) Score: QA scores evaluate the quality of agent interactions with customers based on predefined criteria or call monitoring processes. It helps assess agent performance, adherence to scripts, and overall call center service quality.

  8. Agent Attrition Rate: Agent attrition rate measures the percentage of agents who leave the call center over a specific period. It reflects the turnover rate and helps assess the effectiveness of agent retention strategies.

  9. Average Speed of Answer (ASA): ASA measures the average time a caller waits in the queue before being connected to an agent. It provides insights into call center efficiency and customer wait times.

  10. Schedule Adherence: Schedule adherence evaluates the extent to which agents adhere to their assigned schedules. It helps measure workforce management effectiveness and assesses the ability to meet service level targets.

view gallery
View live interactive examples in InetSoft's dashboard and visualization gallery.

How Does a Company Manage the Performance of a Call Center?

Managing the performance of a call center involves a combination of strategies, processes, and tools to ensure operational efficiency, agent productivity, and customer satisfaction. Here are some key steps and approaches that a company can take to effectively manage the performance of a call center:

  1. Define Clear Objectives: Set specific and measurable performance objectives aligned with the company's overall goals. These objectives may include targets for key performance indicators (KPIs) such as AHT, FCR, SLA compliance, CSAT, etc.

  2. Implement Performance Management Systems: Deploy robust call center management software or performance management systems that capture and analyze data related to call center operations and agent performance. These systems help track KPIs, generate reports, and provide insights for decision-making.

  3. Set Performance Targets: Establish realistic and challenging performance targets for individual agents, teams, and the call center as a whole. Clear targets provide a benchmark for performance evaluation and help drive continuous improvement efforts.

  4. Monitor Performance in Real-Time: Utilize real-time monitoring tools to track call center activities, agent performance, and adherence to service level targets. Supervisors and managers can identify issues promptly and take immediate corrective actions if necessary.

  5. Provide Ongoing Training and Development: Offer regular training sessions, coaching, and skill development programs to enhance the capabilities of call center agents. Continuous learning helps improve performance, boost confidence, and keep agents updated with evolving customer needs.

  6. Implement Quality Assurance Programs: Establish quality assurance (QA) programs to assess the quality of agent interactions with customers. Conduct call monitoring, provide feedback, and offer coaching to improve agent performance and ensure consistent service delivery.

  7. Offer Incentives and Recognition: Design incentive programs that motivate agents to achieve their performance targets. Rewards and recognition for outstanding performance can boost morale and encourage continuous improvement.

  8. Foster a Positive Work Environment: Create a positive and supportive work environment where agents feel valued, engaged, and empowered. Encourage open communication, provide opportunities for career growth, and address agent concerns promptly.

  9. Leverage Analytics and Data: Utilize analytics and data-driven insights to identify trends, patterns, and areas for improvement. Analyze customer feedback, call recordings, and performance metrics to make informed decisions and optimize call center operations.

  10. Seek Continuous Feedback: Regularly seek feedback from customers, agents, and supervisors to understand pain points, identify areas of improvement, and gather insights for enhancing call center performance and customer experience.

Learn the advantages of InetSoft's small footprint BI platform.

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