Introduction

The Outbound Services Analysis report is an essential tool for contact centre supervisors. It provides detailed insights into the performance of selected outbound services, including the number of calls initiated, successful connections, and unsuccessful attempts, along with reasons for failures. This data helps supervisors assess the efficiency of outbound calling campaigns and identify areas that may need improvement.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Selected Outbound Services: Lists the outbound services included in the analysis.

Per Time Segment

For each time segment, the following data points are presented:

Time: The time period covered by the data.

Started: The number of calls initiated during the report period.

Busy: The number of calls that encountered a busy connection.

No Answer: The number of calls that were not answered.

Error: The number of calls that encountered an unspecified error.

Answered: The number of calls that were successfully connected and answered.

Rescheduled: The number of calls that were rescheduled for a later time.

Total

Provides the total count for each category across the report period.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor reviews the Outbound Services Analysis report for a recent sales campaign. The report reveals a high number of calls marked as 'No Answer' and 'Busy', suggesting that the current calling schedule may not align with customer availability. In response, the supervisor adjusts the call timings to better match customer preferences. Additionally, the supervisor investigates the 'Error' calls to address any technical issues.

After implementing these changes, subsequent reports indicate improved answer rates and reduced errors, demonstrating the effectiveness of the adjustments.

Conclusion

The Outbound Services Analysis report is vital for maintaining efficient outbound calling operations. By regularly monitoring this report, supervisors can identify challenges and optimise strategies to enhance call success rates.