Track the performance of your call center. CloudTalk is a truly data-based system. Complex statistics on calls, agents and call queues all in one place. Make smart decisions based on relevant data.
Historical metrics provided by our call center software can help you optimize your contact center and active call center activities. Statistics allow you to identify gaps in team efficiency and reduce costs. You can also leverage statistical data to:
This allows you to optimize agent productivity and ensure sufficient staff coverage.
Our call center software displays real-time call center metrics and historical metrics since the day your CloudTalk account was opened. This can help your call center managers to increase the quality of services. In call centers, the term quality of service does not just mean how satisfied the customer was with the agent's advice but also how quickly the call was answered.
Call center software provides clear and comprehensive statistics so that all necessary data are always at your disposal:
Our real-time dashboard shows you real-time statistics. Tracking real-time call center status allows you to make immediate informed decisions to increase your call center efficiency and improve customer satisfaction (e.g. transferring agents from a less busy call queue to a more busy one).
All statistics can be filtered by:
If you want to analyze your results in other systems, no problem. CloudTalk allows you to quickly export historical statistics into an xlsx file. With data analysis in hand, you can create measures and workflows to help you improve results and customer satisfaction and increase your business potential.
Knowing and using metrics is essential for continuous improvement of the quality of your service and overall team productivity.
Would you like to learn more about our call center solution with the Call statistics feature? Get in touch with CloudTalk experts. Please fill in the contact form and start using our trial version today.