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Do you know if your call centre industry is operating effectively? Are customers getting through? Are agents being kept occupied? Can management make informed decisions? In order to answer these questions you need information.
Accurate information provided in a timely manner is the key to running any business and it’s even more important when it comes to call centres. Fortunately there are different kinds of call centre dashboard programs available that can assist in your decision making and help to ensure that your customers are getting the best possible service.
The advantage of a dashboard is that just like the dashboard in your car it can provide data about what’s happening in real time. That means you can react fast to any problems that you see developing.
Dashboard software should be flexible so that you can customise the detail you receive. This will allow you to focus on specific areas and to set thresholds which trigger alerts when targets are reached or missed. You can choose which performance indicators are important to you and give them priority.
The program should also be flexible enough to allow you to vary the information given to different people. So, for example, you can tailor individual reporting for the managers of different teams so that they only see the detail relevant to them.
For ease of use many dashboard programs work via a web browser interface so managers don’t need any extra software installed on their PCs. You can also opt to display key performance information on a plasma screen in an open plan office so that the whole team can see what’s happening how many calls are waiting for example.
You can choose to show data in a graphical format so that it’s easy to see at a glance what’s happening. Alternatively there should be an option to flash numbers in different colours when they’re nearing a threshold or sound an audible alarm. A good system will also allow you to send out automatic alerts to managers by email or SMS so that they’re always aware of what’s happening on their teams.
If you have an existing database or call centre industry management system it can be connected to a dashboard program. This allows you to display information in a more accessible way without having to employ expensive IT skills to obtain customised reports.
Most systems will come pre-configured with a series of queries for the most popular call centre software so you can get started quickly. The information will start flowing straight away and you can customise the system to meet your needs more exactly as you go along.
For call centres, perhaps more than any other aspect of business, information is key. If you can’t monitor what’s happening you’re operating in the dark. Fortunately by utilising different kinds of call centre dashboard programs, businesses can monitor their operations and have accurate, timely data. No matter whether you have a large or small team, whether your calls are handled on site or remotely, good data means you can react to events before they turn into crises.
Ken Buxton is a freelance writer specialising in office systems and recommends reviewing different kinds of call centre dashboard programs to find the one that best meets your needs.