The Call Center Manager plays a crucial role in managing a team of agents and ensuring a high level of customer service. For a Call Center Manager to be effective, various tools are necessary:
This is software that allows the Call Center Manager to manage the customer database, their contact information, and history of interaction. The CRM system also provides information about the company’s products and services and allows tracking of employee productivity.
Calendar and Schedule
It is vital for a call center manager to know when their agents are working and what tasks they need to handle. A calendar and schedule help in planning the team’s work schedule and controlling task execution.
The Call Center Manager needs to monitor their team’s performance and track metrics such as response time, call duration, and customer satisfaction levels, contact center agent’s KPI, etc. This requires reports, which can be generated in the CRM system or other specialized tools.
With a monitoring system, a call center manager can track agents’ work in real time and provide them with feedback to improve customer service quality.
A call center manager should have access to various training materials, such as courses and team management and customer service training, to help agents improve their skills and enhance service quality.
A call center manager should have access to various contact center tools for communication with the agent team, such as email, chats, and internal messaging systems.
Overall, a call center manager should have access to a wide range of tools to effectively manage their team.
Reports for every taste in Oki – Toki
Oki-Toki service is a comprehensive solution for call center operation organization.
It allows to manage the process of handling incoming and outgoing calls as effectively as possible, as well as to monitor agent activities and analyze their results.
One of the main advantages of the service is the presence of numerous reports and metrics that provide comprehensive information about the operation of the call center and its staff. Using quality control tools for the call center, you can generate a report that suits your needs. For instance, the occupancy report, which shows how much time each agent spends in the state of “busy”, “away” or “out of queue”. This ensures that employees are not idle and make the most of their working time.
The service also provides discipline reports which reflect how well agents comply with call center work rules. This is important to ensure high-quality customer service and maintain the company’s reputation.
Call reports provide complete information about each call, including its duration, queue wait time, subscriber number, etc. This helps to identify problematic areas in the call center’s operation and improve service quality.
Moreover, the Oki-Toki service provides expenditure reports that reflect telecommunications costs, agent services, and other expenses related to call center operations. This enables effective cost control and optimization.
An integral feature of the service is the auto-dial function. This allows automatic dialing of customers, conducting surveys, gathering information about new products and services, and also carrying out marketing research. Reports on the efficiency of dialer function enable an analysis of its effectiveness and how much it contributes to the accomplishment of the company’s goals.
International Call Center Indicators
The Oki-Toki service delivers opportunities not only for domestic operations but also for the organization of international call centers. In this case, special international indicators are used to evaluate the call center’s performance on a global scale.
Let’s consider some of these international indicators:
- First Call Resolution (FCR). This metric shows the percentage of calls that were resolved by the agent on the first try. The higher the FCR, the better the call center is performing, as it indicates that agents are effectively resolving customer issues.
- Average Handle Time (AHT). This metric shows the average time an agent spends handling one call. The less this time, the more efficient the call center operates.
- Service Level Agreement (SLA). This indicator shows the percentage of calls that should be answered by the agent within a certain time frame (for instance, within 30 seconds). The higher this figure, the better the call center performs, signaling that customers are getting their questions answered or issues resolved swiftly.
- Customer Satisfaction (CSAT). This indicator shows the level of customer satisfaction with the call center’s work. It can be measured in various ways, such as surveys conducted after each call or through online surveys. The higher this indicator, the better the call center operates.
- Net Promoter Score (NPS). This metric indicates how likely customers are to recommend the company to their friends or colleagues. It’s measured via surveys administered to customers after every call. The higher the score, the better the call center is performing and the more probable it is that customers will be recommending the company to others.
- Abandoned Call Rate (ACR) is a metric that reflects the percentage of calls that were abandoned by the customer before the agent answered them. This indicator is one of the key metrics in evaluating the effectiveness of a contact center, as it allows the evaluation of customer satisfaction levels and the efficiency of the agents.
- Average Speed of Answer (ASA). This indicator showcases the average time that customers spend in the queue, waiting for an agent’s response. The shorter this time is, the better the call center operates.
- Occupancy Rate. This indicator shows how busy the agents are during the workday. It is measured as the ratio of the time which agents spend in the “working” state to the total time of the workday. The higher the agents’ occupancy, the more efficiently the call center works.
- Average Abandonment Rate (AAR). This indicator shows the average number of calls that are abandoned by customers during the working day. The fewer these numbers, the better the call center operates.
- Contact Quality. This indicator demonstrates how well agents communicate with clients. It’s measured using call audio recording analysis and may include parameters such as speech clarity, empathy level, the quantity of questions asked by the agent, and so forth. The higher the level of contact quality, the more likely clients will be satisfied with the service.
- Customer Effort Score (CES). This indicator shows how easily customers were able to solve their problem or get an answer to their question. It is measured through surveys conducted after each call and can be used to evaluate the effectiveness of the call center’s work.
- Service Availability. This indicator shows how available the service is for clients. It is measured as the ratio of the time during which the service was available to clients, to the total operation time of the contact center. The higher the service availability level, the more effective the call center operates.
KPI Metrics for Call Centers
Oki-Toki service is a platform for organizing call centers, offering contact center tools to optimize agent operations and improve customer service quality. The platform enables access to various Key Performance Indicator (KPI) metrics, which aid in evaluating the function of the call center and its personnel.
Let’s consider the key KPIs for call centers and support:
Average Wait Time in Queue
This metric indicates the amount of time customers spend awaiting an agent’s response. The shorter this time, the better, because customers can obtain an answer to their inquiry or resolve their issue more quickly.
Average Time Spent on a Call with a Customer
This metric reflects the amount of time an agent spends on a call with a customer. The shorter this time, the more calls an agent can handle within a specific time frame.
Number of Missed Calls
This metric represents the number of calls that an agent didn’t answer. The fewer this number, the higher the call center’s efficiency.
Percentage of Successful Calls
This metric shows the percentage of calls in which the customer received an answer to their question or resolved their issue. The higher this percentage, the higher the level of customer satisfaction.
Number of processed calls per unit of time
This metric shows how many calls an agent can handle within a specific time period. The higher this number, the more efficient the call center functions.
Level of customer service
This metric reflects how quickly and effectively agents solve customer issues. The higher the level of customer service, the higher their satisfaction and loyalty to the company.
Percentage of recurring calls
This metric shows how many calls are made by a single customer. The lower this percentage, the better, as this indicates that agents are effectively solving customers’ problems and preventing repeat calls.
Duration of breaks
This metric indicates how much time agents spend on breaks. The less time spent, the more time agents can dedicate to handling calls and resolving customer issues.
Smart report “Reports”
Reports, an effective analysis of key contact center parameters, is one of the main services provided by Oki-Toki, which allows evaluating the work of the call center and its staff, the kpi efficiency of the call center manager,
as well as identify key issues and potential areas for improvement. Reports can be generated based on various parameters, such as agent response wait time, number of calls, agent ratings, call center KPIs, etc.
Reports in Oki-Toki can be used for a range of tasks:
Reports allow assessing how effectively agents are working and comparing their performance over different periods. For example, average conversation time with a customer, average wait time for an agent’s response, and other indicators can be tracked.
Reports can help identify issues that customers are encountering. For example, if many calls are dropped before the agent answers, it could be related to a long wait time. Using reports will reveal problems and take measures to eliminate them.
Reports can be utilized for contact center work planning and resource allocation. For example, if the reports reveal the majority of calls are during a certain period of the day, you can schedule the work of your agents based on this information.
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Reports can help pinpoint areas where the quality of customer service can be enhanced. For example, if the reports indicate that customers often ask the same question, a specific knowledge base can be developed, allowing agents to answer this question quickly and efficiently.
Reports in Oki-Toki can be tailored and adapted to meet specific business needs, making it a convenient and effective tool for monitoring and managing the operation of the contact center.