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Relatório Gerencial: qual a importância em um contact center?

Os relatórios gerenciais são documentos que podem ser utilizados nas empresas que trabalham com contact center para reunir informações úteis, relevantes e atualizadas sobre todo o processo. Essas informações contribuem para que o gestor possa fazer uma tomada de decisões bem elaborada, eficaz e que traga melhorias reais para o setor.

Quer saber mais sobre relatório gerencial? Então continue lendo esse artigo e veja como ele pode fazer toda a diferença na sua empresa!

 

Qual a contribuição de um relatório gerencial para o contact center?

O relatório gerencial tem a capacidade de fornecer ao gestor informações essenciais sobre o setor de call center e de contact center, de forma que ele possa efetuar ações mais rápidas e precisas em relação aos processos dentro da organização. Além disso, é possível inovar e criar novas campanhas, que tragam resultados cada vez mais positivos para o contact center.

Com esse documento em mãos, o gestor consegue verificar e analisar se a estratégia utilizada no momento está sendo efetiva para que se atinjam as metas operacionais e financeiras para um determinado período ou se ela é ineficaz.

Caso os indicadores não estejam conforme planejado, o relatório gerencial permite ao responsável pelo setor uma visualização clara do seu problema, o que vai levar a um melhor uso de seus recursos, a partir da busca de soluções para reverter um quadro que não esteja de acordo com as metas traçadas.

Por isso, um relatório gerencial de qualidade deve ser objetivo e completo, transmitindo todas as informações necessárias sobre o contact center de forma a agregar um maior valor para a empresa.

Como utilizar os relatórios gerenciais de forma eficaz?

O relatório gerencial é um documento para a consulta, análise e atualização de dados dos processos de um contact center, que pode ser utilizado nas reuniões como uma estratégia para traçar novas ideias, investimentos, campanhas e conceitos que tragam melhorias contínuas para o setor.

Ou seja, o uso dos relatórios gerenciais vêm a partir da necessidade de demonstrar, de forma clara e direta, os objetivos de cada setor (ou de forma geral) de um contact center, o que contribui bastante para que os gestores tomem ações certeiras e tenham sucesso.

Tipos de relatórios gerenciais para contact centers

Existem diversos tipos de relatórios que podem ser gerados nos contact centers, que têm como base as mais diversas ferramentas disponíveis no mercado. Veja alguns exemplos:

  • Campanhas voltadas para intraday;
  • Chamadas por agente, cujas qualificações são registradas por cada atendimento efetuado;
  • Descrição de pausas por colaborador;
  • Histórico de chamadas ativas e receptivas (com o detalhamento do dia, hora e qual foi o resultado daquela chamada);
  • Relatório de chamadas interday receptivas, incluindo o total de chamadas atendidas, desistentes e os detalhes acerca de cada uma delas, para verificar a sua eficácia;
  • Relatório para campanhas realizadas via SMS (contendo detalhamento e resultados);
  • Relatório para o acompanhamento e detalhamento do mailing.

Os relatórios gerenciais, quando bem utilizados, aumentam consideravelmente a produtividade de um contact center. E você, já pensou em utilizar soluções diferenciadas para aumentar os resultados e a eficácia da sua empresa?

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