Customer Service Reports

B2B and B2C companies rely on data in almost every aspect of their business, including customer service. Thus, it is crucial to have a clear understanding of client interactions with your business, to maintain and deliver quality customer service. That requires access to the appropriate data – this is where customer service reporting comes into play.

What are customer service reports?

Customer service reports take the raw data and transform it into statistics and key performance metrics, providing a comprehensive overview of all customer service requests. Therefore, enabling your business to;

• keep track of the trends,
• identify improvement areas,
• effectively plan schedules and workload of the support teams,
• improve their service offerings.

Why are customer service reports important?

Consumers have become more connected, empowered, digitally savvy, and much more demanding in terms of service quality expected from brands. If you fail to satisfy their needs and deliver poor customer service, they will quickly opt for your competitor. Therefore, companies need a comprehensive overview of their customers across multiple touchpoints to immediately improve their customer service offerings.

Customer service reports enable a business to make more informed decisions based on accurate insights rather than making assumptions. Not only does it contribute to improving overall customer satisfaction levels, but understanding service reports can also help managers achieve better workforce management, effectiveness, and productivity of their customer service teams.

Benefits of customer service reporting

Customer service stats and metrics allow businesses to measure their performance and efficiency. Thus, having access to such data, your business can;

• understand which support channels your customers prefer to use to engage with your business,
• see whether you have enough staff to deal with the support volume effectively,
• know if your support team is meeting SLAs (service-level agreements),
• manage and customize your support workflows to ensure your customer service team operates at its best,
• monitor and optimize the individual agent’s workload to avoid burnout or under-utilization,
• identify your best-performing agents and reward them accordingly,
• spot your low-performing agents and provide relevant training to enhance their productivity,
• discover your support inefficiencies and make data-based decisions to improve them,
• gain deeper insights into customer perception,
• make sure you meet customer expectations,
• make your service department more cost-effective and more valuable.

Customer service report examples

Each customer service software provider may offer different types and reporting capabilities. Below are some of the most common examples of customer service reports used by managers, team leads, and supervisors:

Call detail reports

Call detail reports (CDR) are one of the most used call center reporting options. These reports capture various call details, such as time in queue, call duration, escalations, the cause of escalations, the outcome of the interaction, etc.

Channel reports

Multi-channel customer service solutions typically offer channel usage reports with detailed information of every communication channel, such as emails, calls, live chats, contact forms, feedback forms, and social media messages. As a result, you can view the most preferred channels by customers.

SLA reports

Service Level Agreements (SLAs) provide an effective way to manage customer expectations by setting clear targets for responding to support requests. Moreover, SLA reports enable you to easily view if your support team is meeting your SLA policies.

Agent activity reports

Agent activity reports show information such as the time agents logged in, breaks, and volume of tickets/calls/chats they answer within that time range.

Department reports

Large corporations often benefit from using department reports since they display precise performance information about each team.

Agent productivity reports

The agent productivity reports include the number of opened and answered tickets/calls/chats, the average speed of answers, average talk times, etc. As a result, the reports help managers identify top and bottom performers quickly.

Time tracking reports

Time tracking reports allow your business to track the time agents spent supporting customers. Thus, your managers can evaluate the performance of each agent. The whole process is automatic, and the time tracking starts once the agent is actively working on the case.

Agent ranking reports

Agent ranking reports show how customers rate agents and the overall quality of service interactions. Thus, it enables managers to learn more about agents to identify best reps, spot negative trends, and take actions when needed.

Discover on your own

LiveAgent is a feature-rich help desk solution that tracks, automates, and reports. The system gathers all the customer interactions into one interface and allows your agents to respond effectively. Learn more about LiveAgent in the video below or contact our support for further information.