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Call center is the area that customers turn to when they need support about the product. Call center reports are used to monitor the operations carried out in the call center and take remedial actions.

Path:CRM > Service-Warranty > Call Center > Call Center Report

The call center includes bugfix, information request, usage assistance, suggestion, complaint, development request, training request and many functions that may change depending on the service provided by the business. There is a category. Since prompt response to applications received by the call center is vital for customer satisfaction and business continuity, it is very important to evaluate the call center performance and take action based on the results. Call center reports are used at this level.

Note: For detailed information about the Call Center, you can review the "Call Center - Call Center" and "Call Center Applications" documents.

Attention: In order to use the report functions, users must have "report user" authority for CRM > Call Center.

Call Center Report Processing

The call center report contains filters regarding application details. Once the criteria to be investigated are determined, the result repertoire is narrowed down with these filters and clearer results are obtained.

Some issues that can be observed are as follows:

Grouping of calls by Category, Sub-Category and Sub-Tree Categories.
Classification of calls by job groups.
Classification of calls according to process/stage and communication methods.
Calls according to application, acceptance and deadlines.
Number of calls according to application managers.
Projects and estimated budget relationships.
Grouping of subscriber-based calls.
Classifications according to the call subject.

These perspectives can be diversified according to the criteria valued by the business, and by filtering, the report results can be evaluated in accordance with the criteria. As a result of the evaluations, it is determined in which directions the business will take action. For example;

The call center receives a lot of usage assistance applications. Usage documents can be developed and the most frequently asked questions can be added to these documents.
As a result of the jobs opened in the call center, developers are the most busy. The scope of the product can be evaluated and customized if deemed necessary.
The budget in the call center for a particular project is higher than it should be. Training/support package suggestions can be made to project officers.
The number of days between application acceptance and completion dates is longer than desired. Officers dealing with the application can be given training on the call center.
After looking at the estimated budget of active/passive applications, business plans can be made in accordance with these budgets.

Regular review of call center reports and taking improving actions provide the following advantages:

Extending the service time to the customer
Reducing company operating expenses.
Balancing the workload between work groups.
Employees using the module more effectively.
Increasing the product and service quality of the business.
More efficient resources. management.

Note:Call Center Report can be exported by selecting the "Import Excel" box. For export, google tables, excel, word, pdf, mail or printout options are available in the export button on the top right of the results displayed after the report is run. The appearance of the results displayed on the screen can be changed as desired with the eye icon in the same area, and can be expanded or hidden with other icons.

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About Workcube Objects

Call Center Report

Customers' support requests about the product fall to the Call Center. The call center report is used to track the operations carried out in the call center and take remedial actions.

Type: Report Version: Catalyst v15 Licence: Standard Author: Workcube Core