Customer Focus: Creating Organized, Data-centric Reports with TCN

call center software

Jul 23, 2015

Posted In: Adam Dummar, Call Center Solutions, Call Centers, SaaS, Switch to the Cloud, TCN Features Author: Adam Dummar

TCN’s software-based contact center tool set offers a robust, integrated system for generating both standard and custom reports that save time and help you avoid long hours spent combing through spreadsheets.

Having access to organized, accurate reports based on data the software automatically collects can help supercharge your decision-making process, giving you Nate Silver-like abilities to predict the future.

There’s a great FAQ available for customers, but this is just a quick overview of what’s possible. We’ll look at what your reporting options are, what kind of data you’ll have access to and your best reporting cycles. Getting comfortable with the built-in reporting system is a quick, easy process, so let’s break it down so you can get started right away.

Choosing the Right Report

Depending on the needs of your organization, you might find that TCN’s custom report. It’s easy to pull these reports from your main broadcast page as needed or to schedule an automated reporting cycle.

Available custom report templates include Call Report, Record Report and Inbound Call Report, and all three can be populated with as many column fields as selected from the drop down menu. All of this functionality can be accessed from your main broadcast page, just select “reports” and then pick out what you need.

What’s Available

The Agent Dashboard gives you the ability to track a wide variety of operational statistics across several different categories including Agent Skill stats, Call Skill stats and more. TCN has fine-tuned which stats are available over time and gives you access to as much useful information as possible.

You’ll be able to define custom result codes that fit your organization’s needs. Agents are tracked in categories like percentage abandoned, average hold time, average talk time and other useful indicators of performance.

Other statistics include average wrap-up time, a measure of how long it takes agents to move on to the next call – an area that can be difficult to balance well with active call time.

Healthy Habits

By setting up a robust automatic reporting schedule, you’ll be able to have useful insights into your data available to help you keep efficiency high and costs low. Reporting on a regular schedule can also help you reduce C2R (Cycle to Report) time, giving you access to key information as quickly as possible.

Automated Single Broadcast or Single Day reports can take as little as 20 minutes, and the reports can be delivered by a variety of formats, including HTML, FTP or email. Weekly and monthly reports can take longer, so if you need the report immediately, it might be best to pull the reports manually using the API process.

However you organize your reporting, make sure you keep on top of it – staying close to the numbers is a surefire way to improve your overall decision making.

About the Author: Adam Dummar

Adam Dummar manages new client implementation, testing of system updates, ensuring client satisfaction, and oversees new employee orientation and training within the Customer Service & Support department. His background in legal services involved debt collections compliance and management of security processes for sensitive data collection. He routinely travels to client sites and assists with setup and training for new accounts as well as troubleshooting and presenting new features to existing clients.