Telemarketing and call centre reporting

How Shifton enhances call centre reporting

Telemarketing and statistics analysis is one of the most important activities in a call centre. Indicators such as the number and duration of processed calls, the average waiting time for a client's response, KPIs of operators, etc., can be fully measured and employees' effectiveness can be evaluated very quickly.

Measuring call centre performance

When telemarketing activities are limited to one or two employees, operational analytics are fairly straightforward and can be limited to tracking 2-3 metrics. This is quite enough for effective management of an advertising campaign. On the other hand, as telemarketing projects scale up, it is always good to know a wider range of metrics that help manage call centre performance. They make it easier to identify elements that have a positive or negative impact on the campaign's outcome. There can be many of them; here are several examples: incorrect contact database, poorly trained team, inadequately scheduled shifts for personnel at certain hours, equipment breakdowns, etc. Correctly designed and calculated measures can help identify areas that need improvement. Statistics received on time can help with this.

Call centre statistical reports

When evaluating the work of a call centre, one should pay attention not only to reports on closed leads but also to other reporting indicators — the number of processed calls, their duration and the level of service. After analysing the report for each call, one will receive mini-marketing research in fact. This helps to understand a lot about customers — what they prefer, what competing companies they use, and so on. Another important indicator is the waiting time of customers on the line. During peak days on the call centre team, delays in handling incoming calls can indirectly affect the level of customer satisfaction and for this reason, they can choose competitors. As a result, the company for which such a call centre provides services will receive less potential profit, which means it will incur losses.

How can Shifton help in this case?

Based on information about worked shifts and breaks, Shifton provides detailed reports on multiple projects or a specific employee at the most detailed level. Such reporting, combined with other statistical information, allows you to identify peak days and optimally configure shifts and the number of operators on each of them. Shifton also offers a payroll option that can be used to predict call centre costs. This feature will save you from having to pay overtime due to more operator assignments. The Shifton cloud service offers powerful reporting tools that display a lot of statistical information about the work of both the company as a whole and its individual employees. Combined with tools for planning and tracking attendance, these reports can display information about achievements, planned and completed tasks, predict future costs and optimise processes in the company in time. Forecasts and reports obtained using the Shifton cloud service allow additional optimisation of the call centre with an unlimited number of employees. Thus, you will not only solve existing issues but also prevent their occurrence in the future. Want to make sure? Welcome to Shifton! Register and try all the features of our online application for 2 months for free!