What’s a Call Center Dashboard? How to Use One (+ Examples)
Set your call center up for success by making data readily available for agents, managers, and executives.
A call center dashboard is an incredibly useful tool that allows users to visualize a wide variety of data.
A dashboard can display charts and graphs to make it easy for users to analyze information. For example, a manager can monitor team performance metrics using a chart that highlights sales numbers, call resolution rates, and more. Upper level executives can also use dashboards to get a bird’s-eye view of a company’s health. Data such as year-over-year growth, projections, forecasts, and more.
Why are call center dashboards important?
The endless variations of information a dashboard can bring its users provides several benefits. Here are some ways that dashboards bring value to a call center.
Improve agent performance
Call center dashboards can provide information that agents can use to track their metrics. In addition, team leaders can use dashboard information to monitor areas of improvement. For example, dashboards could be customized to show daily metrics such as number of inbound/outbound calls, sales goals, AHT, and call resolution rates. Agents who display recurrent problems can be identified and addressed quickly for extra coaching. Customizable KPI-driven dashboards help agents hit their goals by providing them constantly updated numbers.
Cross-functional collaboration
The same dashboards that bring value to agents and their supervisors can also provide critical insight into data that other departments can use. Sharing data is as simple as sharing a link to an already generated report. In the call center, managers monitor call volume and agent availability on a regular basis to assist with scheduling. One way that another department can take advantage of this data is by using these types of reports to make hiring decisions. HR employees can get an idea of hiring needs if they spot a pattern of understaffed shifts.
Identify successful workflows
Managers can generate custom reports that segment several approaches. For example, a sales campaign consisting of outbound calls can be broken down to identify the best verbiage that converts leads. Reports can be configured to segment groups of agents, each instructed to use different scripts. Managers can narrow down the most successful scripts by seeing which group of agents have the highest sales.
Business decisions
Easily accessible reports help executives make decisions that have the potential to make a massive impact on a company’s health. Custom reports visible on a call center dashboard can bring valuable insight. Data can guide executives through decisions related to expansion, customer satisfaction, or employee engagement.
Enhances the customer experience
Agents and supervisors can easily identify and remedy areas of improvement through data on the call center dashboard. Managers can pre-program custom KPIs that agents can keep track of. As a result, they know where they need to shift focus. For example, a report could allow agents to spot a trending issue clients may be calling in about. This gives teams a head start, allowing them to efficiently prepare scripts and resolutions.
How to use a call center dashboard
Since a call center dashboard can be configured a number of different ways, it’s a good idea to identify the areas that need improvement. Knowing this can help you select the right data that you need to keep track of progress. Here are some ways you can use a call center dashboard to maximize productivity and efficiency.
Tracking CSAT scores, first call resolution rates, and average handling times:
Agents and their supervisors can use dashboards to display visual graphics and statistics that highlight the levels of customer satisfaction. Looking at CSAT scores along with metrics such as first call resolution rates and AHT gives managers an easy way to identify problems. Team leads can offer agents guidance and solutions targeted directly at those issues.
Call volume peaks and lows:
Monitoring consistent call volume patterns is essential for efficient scheduling and preparation. Charts indicate periods of time where call volume is high or low. As a result, they can provide insightful forecasts using the same historical data. This allows call centers to ensure that they don’t under-staff or over-staff.
Cost per call, ROI, and sales forecasts:
Reports that revolve around financial gains and losses are critical for executives to get a quick, holistic view of a call center’s overall health. Better decisions can be made. They can see where a company can cut costs and provide stakeholders better projections.
Sales numbers, top performers, side-by-side comparisons:
Call center sales teams need to be able to quickly see where they track towards their goals at any given time. This helps them strategize ways to get ahead and meet their metrics. Clear insight into how they fare against teammates encourages agents to stay competitive. Acknowledging top performers on the call center dashboard enhances agent engagement while boosting productivity as they feel encouraged through management support.
