Contact centers are data rich environments with extensive measurements in place. With the right technology, just about every part of the service process can be reported on - how many calls came in, how long it took to answer them, how long the agent spoke to the customer, the outcome of the call. These metrics are reported at the enterprise level and, where it makes sense, drilled down to the agent level. Agent reports contain information about how a specific agent is performing against key metrics, such as average handle time and sales conversion percentage.
Agent reports can take different forms, from paper-based to completely automated. Ideally, the information is available on an agent's desktop in a dashboard format that displays current data from multiple systems so that the agent can easily monitor his own performance. Sophisticated tools also contain team-level statistics so that contact center managers or supervisors and individual agents can see how their performance compares to that of their teammates.
Foremost, agent reports help ensure individual agents are aligned with key organizational objectives and goals. The transparency and ongoing feedback offered by agent reports can also inspire agents to improve their performance and create a culture of continuous improvement and accountability. This increase in agent engagement can also lead to higher retention and employee satisfaction. Agent reports also help supervisors identify specific areas in which an agent needs coaching and development.
