A contact center dashboard is an interactive analytical panel designed to display operational information about key performance indicators and metrics of the contact center. Additionally, the dashboard is an effective analytical tool that helps consolidate data and summarize key information across various parameters, enabling the identification and analysis of trends and changes in the contact center’s operations.
In this article, we explore the essential metrics to track and the benefits of Global Bilgi’s interactive GBDashboard for contact center analytics.
Critical contact center metrics
In the realm of contact centers, numerous metrics enable the monitoring and evaluation of performance. These metrics can be categorized into several groups, such as customer service metrics, agent productivity metrics, cost metrics, and customer satisfaction metrics.
Benefits of real-time and historical analysis:
- Identifying problem areas in contact center operations.
- Making informed decisions to improve performance.
- Evaluating the effectiveness of implemented measures.
- Motivating call center agents.
While the Global Bilgi dashboard can monitor 169 metrics, there are a few crucial metrics that significantly help contact centers improve their operations, enhance customer satisfaction, and reduce costs. Here’s a brief overview of each.
Call Volume
The load metric for the contact center considers the number of incoming inquiries across all channels (calls, emails, online chats, messengers). Tracking this metric helps managers:
- Determine the appropriate number of operators and plan the necessary workforce during peak load periods.
- Identify trends in customer behavior and their preferences regarding service channels.
- Assess the overall efficiency of the contact center.
The Global Bilgi dashboard allows this metric to be displayed as histograms or line graphs, helping to better visualize the load on the contact center at different times and make informed decisions about agents shift planning.
Average Handling Time (AHT)
Average Handling Time (AHT) is the average duration an agent spends handling an inquiry. This metric includes both the time spent directly communicating with the customer and the post-processing time (such as filling out forms, entering data into the CRM system, etc.).
AHT can help managers assess the efficiency of their agents and identify aspects of their performance that need improvement.
Average Handling Time (AHT) can be a crucial metric for measuring the efficiency of a contact center because reducing AHT can lead to increased throughput and overall customer satisfaction. However, it is important to consider that a low AHT might also indicate that agents, in an effort to reduce the metric, may not be providing quality service. Therefore, it is essential to find a balance between call center efficiency and customer satisfaction to achieve an optimal AHT.
First Call Resolution (FCR)
FCR (First Call Resolution) is the percentage of calls or inquiries that are resolved during a single interaction with the customer. This is a key metric as it indicates both customer satisfaction and agent efficiency.
Continuous monitoring of FCR metrics serves as an important feedback system for training agents and improving processes. With proper staff training and modern technologies, the FCR metric can be significantly improved, which will help avoid repeat inquiries and lead to reduced operational costs for the contact center.
Service Level (SL)
Service Level (SL) measures the percentage of customer inquiries answered within a specified period. For most call centers, the rule of thumb is 80/20, meaning 80% of incoming inquiries are answered within 20 seconds. Naturally, the higher the percentage, the better. Analyzing your service level provides insight into whether your contact center is properly staffed to handle incoming inquiries.
Agent utilization rate
The agent utilization rate is an international and widely accepted metric that measures the percentage of an agent’s working time used for productive work.
Many factors can influence the agent utilization rate: the type of contact center (inbound, outbound), the complexity of inquiries, the presence of sales scripts, time of day, seasonality, etc.
Typically, contact centers aim for an agent utilization rate in the range of 60% to 80%. If the rate is too low, employees will be idle, potentially increasing costs. Conversely, if the utilization rate is too high, agents may be overloaded with work, risking a decline in customer service quality and rapid employee burnout.
Advantages of GBDashboard from Global Bilgi for call center analytics
As previously mentioned, the Global Bilgi dashboard is an effective analytical tool for contact centers. In addition to the above-mentioned metrics, it allows for the tracking of:
- Average Wait Time (AWT)
- Average Talk Time (ATT)
- Abandonme
- nt Rate
- Average Speed to Answer (ASA)
- Cost Per Contact (CPC)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS) and many other metrics.
Tracking these metrics in real-time enables managers to respond immediately to issues and make necessary adjustments to operations.
Tracking customer actions in IVR
A key advantage of our dashboard is the ability to track customer actions within the IVR menu system and across various communication channels. This analytics capability helps to:
- Identify and resolve issues customers encounter when interacting with the company.
- Determine which systems and communication channels are most effective.
- Identify opportunities for cross-selling and upselling.
- Improve conversion rates.
- Provide personalized customer experiences.
Data visualization
The clear and concise data visualization offered by our dashboard enhances the comprehensive understanding of processes and vividly highlights problem areas or achievements of each agent. Additionally, charts and visualizations are an excellent way to communicate necessary information to an audience, helping to understand complex ideas and concepts.
Highlighting critical metrics
Another advantage of the Global Bilgi dashboard for contact center analytics is the customizable system for highlighting critical metrics. This allows for quick and timely responses when an important metric deviates from the target.
Flexible access rights
It is also important to note that the Global Bilgi dashboard provides flexible access rights to data. Access to specific statistical data and analytics can be configured for each user (or group of users). This restricts access to confidential information, prevents confusion, and helps comply with regulatory requirements in the contact center.
Global Bilgi Dashboard: conclusions
The Global Bilgi dashboard is a powerful analytical tool for contact centers that can help you improve customer service, increase efficiency, reduce costs, and make data-driven decisions.
The GB Dashboard is an integral part of the Sirius cloud platform for contact centers, ensuring seamless integration with other Sirius features for more efficient management of your service center.
Contact our managers to learn more about how the Global Bilgi dashboard can help improve the performance of your contact center.
Order a demo version of the Sirius platform today!
