How to Create Call Center Dashboards to Track Metrics?

Knowing how call center dashboards work is essential in maintaining the right metrics and getting used to managing your own metrics. Sometimes it's difficult to know how analytics can help us identify our company's performance, so knowing what metrics are tracked by your company is essential. 

In this blog, I will provide a brief idea of what a call center dashboard is in general, then I will go over which key metrics are tracked and what benefit it will have for contact center leaders.
We will discuss some sample KPIs which are primarily tracked. 

If your organization does not have a dedicated dashboard for its contact centers, then you will have a tough time understanding what is working for you. Having a dashboard will comprehensively help you understand what data you should monitor and analyze.

Content:

A call center dashboard really is a way for managers and team leaders to view, analyze and learn about the operational performance at a glance. It is an overview of all the effort and work that goes into the process every day. Such overviews are essential to learn on the go and make informed decisions. 
It's usually split up into two categories – Agent Performance and Call Center Performance. 
Sometimes you may see these metrics on one dedicated dashboard, but others will have them separated by either category or department. 
For example, some dashboards will have an "agents" tab, where you can click on different agents and see their performance. 
Some other dashboards will have tabs dedicated to either "call center" or "agents", where all the data is segmented in order to give you better insight into your performance metrics.

KPIs is also known as Key Performance Indicators are used to track performance. Some of these metrics you may already know and use, while others may be a little more obscure. 
These are actionable insights into your performance that will help you to improve your process without breaking a sweat. For example, at a glance, if you can view that more than 50% of the calls are getting abandoned, then you can further deep dive to get to the root of the problem. Hence, measuring and having a dashboard is going to make your life easier and the decision-making swifter. 

1. For Call Center Performance Metrics:

• Service Level Agreement (SLA) – This is how timely a customer is attended to in terms of the first available contact or resolution time. This will showcase how attentive and proactive your agents are when it comes to responding and reacting. 

• Average Handling Time (AHT) - This is the average time taken by the agent to pick up, speak and close the call. You know in the call center “time is money”. So you want your agents’ productivity to go high by reducing average handling time. Knowing these details will help you to guide your agents better. 

• Average After Work Call Time (also called Wrap-up time):-It will show you what mundane tasks are keeping your agents busy after finishing a call. Reducing these frictional works will improve your operation speed and allow you to attend more calls. 

2. For Call Center Customer Metrics:

Customer satisfaction metrics is an important tool for measuring how well your business is doing with your customers. These metrics also provide an indication of how your customer service is performing. The metrics are used to identify areas in which customer experience can be improved or enhanced.
These surveys ask about the customer’s emotional connection with the brand, experience, customer service, and product. Some metrics are:

• Customer Satisfaction Score: As the name sounds, it just states how satisfied your customers are with the entire service. They will respond to your agent’s behavior, time taken to reach help and to the resolution quality. Popularly known as the CSAT score, it is an important metric that every business measures. 
• Net Promoter Scores: NPS or net promoter score is a measure of your customer advocacy and loyalty. Much like us, customers also promote their favourite brands nonchalantly in their personal circles. This not only increases your customer pool but also reduces the effort taken to sell a product or service. 
• Customer Effort Score: CES is the measurement of the effort taken by the customer to reach to a resolution. If a customer had to wait a lot, call a few times and struggle to explain their problem, then the effort is really high. This means your self-service is not up to mark (if you provide one) and may not be convenient for your customers. Such metrics on your dashboard will help you retain your customers better by identifying their pain points.

3. For Call Center Metrics:

This is another primary category that will show the overall data like call volume, peak response time, average calls attended, and more. This will showcase the bandwidth of your call center, based on which you can know if you have to invest more into hiring or technology. 

• Cost Per Call: This is important for resource management. Knowing the average investment per call will help you know the value of your ROI. This will also show how efficient is your process is in terms of cost. 
• Average Repeat Calls: Repeating calls should be worrisome. It can mean many things. Either the customer is struggling to reach you or they are not happy with the primary outcome. Either way, knowing this will help you improve.
   

• Calls Abandoned: The number of calls abandoned is a clear indication of a serious problem in your service. It can be the failure of resolution, poor behavior or even failed support. Either way, identifying it is better, so you can work on it.

All-in-all you can optimize your dashboard as per your will. You can decide which metrics to follow or not. There are hundreds of other metrics that are necessary for different teams. Know what your organisation needs to track and optimise accordingly. To learn more about dashboards and analytics for your contact center, you can reach our experts.