More on Outbound Reporting

I thought more about reporting and how knowing what is on the typical outbound call center report is helpful for the client to better manage his or her project.

The typical predictive dialer report has at least the following:

Agent Name
Agent ID
Hours Logged in - that this is hours logged into the predictive dialer, not
hours that they work - work includes breaks, lunch, training, etc.
Talk time
Talk time % - 50% means that the agent is talking 30 minutes out of every hour
Contacts
Contacts per hour
Talk time per call
Completes - this might be a sale, a completed survey, a message delivered, etc
Completes per hour


Many call centers keep this report to themselves. This allows them to know how to manage their people. Usually if you ask for this report, they will give it to you.

Some things to watch for are:

Talk time % - if you have really low talk time, the list may be bad or dead.
- if only a few agents have really low talk time, then they might be
hanging up on customers
Contacts per hour - if you also have really high contacts per hour by a few agents,
then that agent might be hanging up as soon as the customer comes
on the line.
Completes per hour - You will see some with very strong cph (also called SPH) and a
clear group with a very low cph. If you can convince the call
center to either train those low performing agents or move them
off your project, you can get your cph to increase.

If you don't understand a report, ask the client service rep to explain it to you. If you visit the call center, ask the supervisor to show you the reports he or she uses to manage his/her team.