June 5 -
Do you want to know how to create reports and dashboards that really make an impact? Reporting is super important, no doubt about it. If you're not delivering accurate, timely, and effective reports, all the hard work you put into figuring out key metrics, KPIs, and evaluation forms become futile.
But here's the thing, if no one actually sees your reports, how can you prove the value of all that quality monitoring? So, here's what you got to do:
Step 1: Identify the intended recipients of the reports.
Back in the day, only top-level management got their hands on those quality assurance reports. It was mainly because those reports were like a foreign language to anyone other than the most experienced folks in the contact center. But times have changed, friends. We now have specialized team members handling quality auditing, coaching, and operational management and data analytics. So, it's crucial to define who exactly needs to see the reports and what they want to see. Here are a few examples:
Agents: They want to keep track of how they're performing and how they compare compared to their peers over time.
Team leaders: They need a broader view of the agents they're responsible for, they need a broader view of the agents they're responsible for, and the ability to dig into individual agent performance.
Operational managers: They want to see the big picture of contact center performance across different sites, business units, and teams.
Step 2: Define your reporting requirements.
In the realm of quality assurance, there are three essential types of reports that play a pivotal role in identifying improvement opportunities, tracking trends, and supporting overall performance management. These reports serve as key resources to drive excellence in your operations. Let's delve into each of them:
Operational performance reports: These reports empower you to identify areas of underperformance, determine which teams are impacting the overall score, and gain insights into the agents who require targeted feedback and coaching. By leveraging this information, you can proactively address performance gaps and enhance operational effectiveness.
Detail line-item reports: These reports are like your magnifying glass for customer interactions. They allow you to zoom in and scrutinize specific aspects in detail. In these types of reports, you can keep track of how many evaluations were completed during a specific reporting period. You can also see how frequently certain behaviors popped up and get a comprehensive breakdown of how agents performed on specific tasks. Talk about digging deep!
These reports provide valuable insights that help fine-tune agent performance and fuel continuous improvement.
Evaluator performance reports: Designed to align with your established operational targets, these reports provide a comprehensive overview of your performance within the defined parameters over a selected timeframe. They offer a valuable snapshot of your progress towards meeting operational goals, facilitating informed decision-making and strategic adjustments when necessary.
By defining your reporting requirements and ensuring access to these critical reports, you can harness the power of data-driven insights to optimize your quality assurance endeavors and elevate overall performance management.
Step 3: Make your reports shine.
If you're still stuck using old-school Excel spreadsheets for your quality assurance process, it's time to upgrade, my friend. Those spreadsheets are a pain, and they don't give you the detailed operational reports that everyone can understand and take action on. Switching to a cloud web-based business intelligence application will take your quality assurance game to a whole new level. It's not only going to save you time and effort, but it'll also deliver reports and dashboards that are clear, easy to comprehend, and actionable. Trust me, it's a game-changer.
This tip provided by Mauricio Campos of Calabrio. He may be reached at Mauricio.email@example.com.