Laura Krajewski September 2, 2021 Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely.
A lot of data is coming in and out of your contact center platform throughout the busy day. You need a concise and digestible picture of your team’s performance so you can practice that transparency. This is where a call center dashboard comes in.
A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. Aside from increased transparency amongst your team, the benefits of dashboards are evident.
A customized dashboard offers many benefits:
- Focused insights to improve training and coaching methods
- Compiled data to improve decision making
- Transparency to increase agent productivity
- Clarity around team goals and benchmarks
How you customize your dashboard depends on the outcome you’re looking for. Your agents are concerned with their individual metrics and the day-to-day goals. But your executive team is likely looking for a big picture view into your center. Will our performance affect profitability? How do our customers feel? What’s our churn rate? How engaged are our employees? Are we retaining call center agents?
As a manager, you need to be able to capture clear pictures of how your team is performing. And, so do your bosses. You’re responsible for not only leading, organizing, and empowering your team of employees. You’re also responsible for compiling data, identifying needs, and communicating growth to your superiors. That’s a lot, but a clear call center dashboard can help.
Use the following list of metrics and key performance indicators (KPIs) as a guide for which metrics to show your executive team.
Four Metrics to Show your Executive Team in your Call Center Dashboard:
1. Customer Satisfaction Score
Customer satisfaction is likely the most important metric to your executive team. According to a report by PWC, 90% of CEOs believe customers have the biggest impact on company strategies. Your leadership cares about the health of your customer base. And your team gathers the necessary information and insights with every customer interaction.
Customer satisfaction, or CSAT, is the primary customer service metric that helps you prove contact center results. There’s a clear correlation between customer satisfaction, customer loyalty, corporate revenues, employee morale and performance. When your customers are satisfied with your service, they’ll come back. Sales improve, revenue increases, and your customers will return with praise.
Send triggered surveys or send them manually and calculate your CSAT score. Then, place that score on your main call center dashboard to inform other insights about your customer experience. Your CSAT score can be an important benchmark for understanding the health and success of your entire operation.
2. Agent Satisfaction Metrics
Ok, so your customers may be happy and satisfied. But if your employees are stressed, overwhelmed, and generally unsatisfied, you’re likely to see decline on all fronts. An unsatisfied group of front-line contact center agents ultimately contributes to a worse customer experience in the long run. Then, it makes your job as the manager tricky.
Your executive team should prioritize employee satisfaction. The cost of attrition in a call center is beyond simply dollars and cents. High agent turnover rates in your call center can lead to unhappy customers, a diminished company culture, and difficulties in recruitment. On top of that, the bulk of your time would go to training and onboarding new hires instead of time invested in current employees.
How can you heal a problem if you don’t know it exists? If you and your executive team are conscious of your agent satisfaction and consistently track it, you’ll be more likely to prevent employee disengagement.
You’ll be able to spot the areas that contribute to employee turnover. Perhaps your employees are needing more flexibility in scheduling, clearer internal processes, or more coaching and training. Use your Use agent satisfaction surveys to assess where you can support your employees.
Just as with gathering your CSAT score, use surveys and 1:1 conversations to calculate your Agent Satisfaction. Then, make it front and center on your dashboard so your executive team has a clear picture of employee engagement so they can better support your management.
3. Customer Churn Metrics
Customer retention is critical for business growth. In fact, 80% of your company’s future profits come from just 20% of your existing customers. Yet, in the world of customer service, customer churn is the dreaded metric. It’s true that it’s not one team’s responsibility when customers abandon, but the metric often falls on the shoulders of the customer service and experience teams and should be tracked.
If customers are leaving, it’s vital for your executive team to know. Customer churn provides a big picture perspective of customer health. It affects every team in your organization. If your customers are leaving for your competitors, your sales and marketing teams need to know. If your customers are leaving because of frustration over your product, your product team needs to know. And, similar to your CSAT score, customer churn helps you understand how your customers are feeling about your service.
4. Agent Performance and Quality Metrics
Your executive team may not need to know all of the ins and outs of your daily operations, but they should have a clear sense of your quality management. Provide a snapshot of your performance on your call center dashboard. Operational metrics like your Service Level Rate, Active Contact Resolution, Average Agent Hold Time, or your Transfer Rate say a lot about how your agents are performing and how well you are managing.
Your executive team may not need to see all of these metrics at once. But add one or two of your performance metrics to your call center dashboard so they get to see a slice of your day-to-day wins and losses. How your agents handle interactions with customers, their ability to resolve problems quickly, and the numbers of customers they reach in a day impact the full-scope metrics like CSAT and customer churn.
Pick a few performance and quality metrics to highlight so your executives can see how you’re responding to agent needs. Illustrate your value to the company at large through your performance quality. Plus, your executive team will be able to support you better in your job as manager if they see where your time is being spent on the day-to-day.
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