What is call centre reporting?

Call centre reporting is the backbone of informed decision-making and continuous improvement within call centre operations. It encompasses a systematic process of collecting, analysing, and presenting an array of data and performance metrics that offer invaluable insights into the call centre’s activities and outcomes.

Contact centre reporting metrics

Here are some example contact centre reporting metrics.

Average Handle Time (AHT): The average time it takes to resolve a customer enquiry.

First Call Resolution (FCR): The percentage of customer issues resolved during the initial contact.

Service Level: The percentage of calls answered within a predefined time frame.

Customer Satisfaction (CSAT): Feedback from customers about the service recieved.

Abandonment Rate: The percentage of callers who hang up before reaching an agent.

Agent Utilisation: The percentage of time agents spend actively handling calls.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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