Let’s look here for a call center dashboard for a moment. These are our call center calls. This is what’s coming into our operators. We look at metrics like how many calls were unanswered, what our totals were. What is pretty amazing is when you start looking at these totals, and you think, “oh gosh, these people were answering 5,000 calls a day.”
And these are typically very short calls. These are ones like “I need a phone number for x, ” or “can you connect me with whomever?” You can see here that those are down, too, from this time last year. So everything is a little calmer, a little bit better.
Let’s look at our knowledgebase contacts. This dashboard shows you how many documents we have in the knowledgebase that are active. 12,623 are active at this point. These are total hits to our knowledgebase. We get 40,000 hits a day. We also break out just what external people are looking at vs. internal people. We even look at applications. This is our course management system.
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Increasing Self-Service Analytics
What is the difference between our support this year and last year? You can see it’s pretty consistent. These are contacts. It’s less than last year by 700 at this point. What is the scale of data collection? How many individual metrics are we tracking? There are 64 different KPIs. Some of them come out of our call tracking systems.
We are looking at an enterprise dashboard to be able to look at information from our data warehouse. I would like to have that information there, too, because even though it doesn’t have anything to do with information technology, it may affect our services. So it would be nice to have that. We are looking at expanding that at this point. We haven’t made a commitment, yet.
How much staff does it take to build and maintain this dashboard system? To maintain it takes 5 to 10% of one FTE. It took half an FTE three weeks to get it going.
"The trend long term for performance management, even business intelligence, for that matter, is allowing us to do more. It’s allowing users to do more for themselves. Nowadays there's a buzzword for it: self-service BI. Certainly we’re a big proponent of that. But a key is to spend less time within the solution, and get more value. That ends up being the perennial challenge.
That’s why there is so much left to be done. With other BI solutions, they still require a fair amount of training to get up to speed on them. Therefore companies using them have needed fairly skilled individuals. They have had to invest in training programs to give them the skills. So that is changing somewhat with easier-to-use solutions like ours.
Instead of forcing user to adapt to the technology, we’re trying to make it as intuitive as possible, using point-and-click controls, going heavy with visualization as a means to explore the data, et cetera.
What Are Some Advanced Analytics to Put On a Call Center Dashboard?
Creating an effective call center dashboard involves integrating advanced analytics that provide actionable insights and help optimize operations. Here are some advanced analytics to consider incorporating:
1. Customer Sentiment Analysis
- Real-Time Sentiment Scoring: Use natural language processing (NLP) to analyze the sentiment of customer interactions in real-time, categorizing them as positive, negative, or neutral.
- Trend Analysis: Track changes in customer sentiment over time to identify patterns or emerging issues.
2. Predictive Analytics
- Call Volume Forecasting: Utilize historical call data to predict future call volumes, helping to ensure adequate staffing levels and resource allocation.
- Churn Prediction: Analyze customer interaction data to predict which customers are at risk of churning, allowing for proactive retention strategies.
3. First Call Resolution (FCR) Analysis
- FCR Rate Tracking: Measure the percentage of issues resolved on the first call. This can be broken down by agent, team, or issue type.
- Impact Analysis: Evaluate how FCR rates impact overall customer satisfaction and call center efficiency.
4. Agent Performance Analytics
- Performance Metrics: Track key performance indicators (KPIs) for individual agents, such as average handle time (AHT), after-call work time, and adherence to schedules.
- Skill Gap Analysis: Identify areas where agents may need additional training or support based on performance data.
5. Customer Effort Score (CES)
- Effort Score Calculation: Measure the ease with which customers can resolve their issues, providing insight into potential friction points in the customer journey.
- Correlation Analysis: Analyze the relationship between CES and other metrics like customer satisfaction (CSAT) and Net Promoter Score (NPS).
6. Voice of the Customer (VoC) Insights
- Feedback Analysis: Collect and analyze customer feedback from various channels (surveys, social media, etc.) to identify common themes and areas for improvement.
- Actionable Insights: Generate reports highlighting key areas for action based on customer feedback.
7. Interaction Analytics
- Call Transcription and Keyword Analysis: Transcribe calls and analyze keyword frequency to identify common customer issues and trends.
- Compliance Monitoring: Ensure agents adhere to scripts and regulatory requirements by analyzing call transcripts for specific phrases or terms.
8. Operational Efficiency Metrics
- Queue Management: Monitor real-time data on call queue lengths and wait times to optimize resource allocation and reduce customer wait times.
- Service Level Agreement (SLA) Compliance: Track SLA performance to ensure the call center meets contractual obligations regarding response times and issue resolution.
9. Customer Journey Analytics
- Journey Mapping: Analyze the entire customer journey across multiple touchpoints to understand how interactions in the call center fit into the broader customer experience.
- Cross-Channel Analysis: Evaluate how customers move between channels (e.g., phone, email, chat) and identify opportunities to streamline their experience.
10. Cost Analysis
- Cost per Contact: Calculate the cost associated with each customer interaction to identify opportunities for cost reduction and efficiency improvements.
- Return on Investment (ROI): Analyze the ROI of various call center initiatives, such as technology investments or training programs.
11. Advanced Visualization and Reporting
- Interactive Dashboards: Create dashboards that allow users to drill down into specific metrics and view data from different perspectives.
- Customizable Reports: Provide customizable reporting options to meet the specific needs of different stakeholders, such as executives, team leaders, and agents.
12. Employee Engagement Metrics
- Agent Satisfaction Scores: Track agent satisfaction and engagement levels to understand their impact on performance and turnover rates.
- Workload Balance: Analyze workload distribution among agents to prevent burnout and maintain high levels of service.
13. Speech and Text Analytics
- Call Reason Classification: Use speech and text analytics to categorize calls by reason, helping to identify common issues and streamline resolution processes.
- Emotion Detection: Detect emotions in customer voices to provide additional context for sentiment analysis and improve customer interactions.
14. Benchmarking and Comparative Analysis
- Industry Benchmarks: Compare call center performance against industry benchmarks to identify areas for improvement.
- Internal Benchmarking: Evaluate the performance of different teams or departments within the call center to share best practices and drive overall improvement.