Call centers/BPOs/KPOs have transformed business sales and customer service processes. The service these provide is critical to business operations.
A survey suggests that 4 of 10 customers leave a brand, and companies lose over $62 billion (annual revenue) because of poor customer service in the US market. This shows how much it matters that standards in customer service should always be kept high and why it is a competitive advantage for businesses.
Excellent customer service also requires that humans attend to their service calls, rather than machines or Artificial-Intelligence (AI) based algorithms. This is proved through extensive surveys reporting that eight of 10 people prefer human connect over the phone.
Sending only formal (or self-written personalized) apologies or discount coupons via email to your customers will not do the trick anymore. A personalized call (from a human) is the standard customer expectation now!
Requirements of An Excellent Calling Process
Having robust call support is beneficial to businesses for clear communication, effective emotion detection, understanding, connection, and quick and satisfactory resolutions/conversions/sale. However, maintaining it needs the presence of some prerequisites, which are:
- Skilled and well-trained staff: Handling customers’ complaints (full of emotions) or tricky sales calls needs well-trained and experienced representatives with problem-solving and customer service attitudes.
- Clear and efficient process: A well-defined process flow that guides the representative through the call must be in place to ensure that the customer’s needs are met.
- Technology: Appropriate technology and tools, such as call routing, recording, and customer relationship management (CRM) systems, help and support the call center’s operations and representatives.
- Quality Assurance: Regular quality checks and training assure adherence to well-established standard operating procedures to meet the company’s standards for customer service.
- Feedback and reporting: Monitoring customer feedback, call metrics, and reporting helps identify improvement areas.
The right tools for recording transactions between support reps and customers are necessary for continuous improvement. Call reports are one tool that helps you record and present call data and KPIs for data-based and result-oriented operational management.
Editable Call Report Templates
Call reports are part of daily operation management in a BPO/KPO, especially in sales. Preparing these value-adding documents (frequently) is an inseparable part of the job of mid-level executives (team managers and quality analysts). In-depth analysis of transactions is a time-consuming part of the job, but writing comprehensive call reports from scratch will never be possible. Our easy-to-customize call report templates come as a savior. The 100% customizable nature of the templates gives you the desired flexibility to edit your reports. These content-ready PPT Slides provide you with the much-needed structure.
Let’s explore these pre-designed call report templates to present your sales process figures in an understandable manner!
1. One-pager Sales Call Planning Sheet And Report Template
Call reports play a significant role in monitoring the performance of customer service representatives, also ensuring that they meet customer service standards. This simple-looking and professional PPT Design will be ideal for sharing feedback and a detailed call report with executives. It has pre-built columns for writing key person names, date of calls under observance, details of clients handled, issues addressed, calls goals, essential questions the sale rep should ask, questions clients might ask, and their best answers. Download it now!
2. One-pager Product Directory Call Sheet And Report Presentation Design
With consolidated data in call reports, you will identify trends in customer inquiries, issues, or purchase behavior. It will help businesses to find improvement areas and make data-based progress strategies. Use this template to present the sales team performance and call reports with visual aids like graphs and funnel. You can use it to highlight statistics like sales closed, average sales value, outbound calls, call/sales ratio, and top performers. It also has sections to add a product directory (for top-selling products/services/categories) and category-wise sales call snapshot. Get it now!
3. One-pager Sales Call Route Sheet And Report Presentation Template
Analyzing call reports ease bottlenecks’ identification and elimination process and helps in devising call flows that improve efficiency. This template will help you analyze and share qualitative data of calls/transactions between clients and representatives. It allows you to answer important questions/steps and share feedback points on overall call goals and their achievement, the sales pitch and its delivery, information gathering/rapport building, and the sales rep’s attitude/tone on call. Grab it today!
4. One-pager Sales Call Tracking Sheet And Report Template
Customer service representatives need periodic refreshers and training sessions that support continuous performance improvement and help administrators optimize the sales/support process. Take advantage of this one-pager call sheet and report template to record KPI data for team members and analyze training needs as well. It allows you to monitor the sales rep transaction by client names and dates. Add the sales call numbers, call time (minutes), the amount spent, and call success rate or percentage in relevant columns, and voila, you can create magic. Download it now!
5. One-pager Sales Call Follow-up Sheet And Report Template
Managers can use call reports to track transactions that need follow-up or are pending closures. It helps understand the degree of swiftness with which the representative handled the complaint/sale and re-create the scenario. This template highlights call details like the handler, client name, and estimated sale. It has room to share the sales pitch, overall call goal, information gathering, representative attitude, and feedback. You will be able to mention the next steps, subsequent contact date, current lead status, and source details in the pre-designed column of this one-pager call report template. Get it now!
Answer The Call, Well!
Call reports provide insights into customer behavior, preferences, and needs that help the organization improves customer satisfaction and retention rates. Our call report templates will help you analyze and optimize the call support/sales process. Use these one-page PPT Documents to stay informed about your team, process performance and make improvements.
Download these easy-to-customize call report templates from the clickable links above to record compact yet in-depth data on support/sale operations.
FAQs on Call Reports
1. What is the meaning of the Call Report?
A call report is a document or record that provides information about a customer service/sales call. It includes details such as the date and time of the call, the customer’s name and contact information, the reason for the call, the outcome of the call, and any notes or observations made by the customer service representatives. It is used by the call center team and the organization to improve the customer service process and support decision-making.
Call reports are used for quality assurance, performance monitoring, trend analysis, and compliance. These provide valuable insights into customer behavior, preferences, and needs and help improve the call support process and overall customer satisfaction.
2. What are Call Reports used for?
Call reports serve the following operations:
- Quality assurance.
- Identify trends.
- Improve process and representative efficiency.
- Identify representative training needs.
- Performance metrics monitoring
- Valuable insights on customer behavior, preferences, and needs.
- Cost Analysis of call support processes.
- Schedule follow-up or record routing actions.
- Management Reporting.
3. How to make a Call Report?
A well-defined call report can be created in these steps:
- Gather the necessary information: The date and time of the call, the customer’s name and contact information, the reason for the call, and notes or observations made by the customer service representative.
- Choose a format like a spreadsheet, document, or database. Picking a pre-designed call report template is an ideal and cost-efficient option.
- Define fields in the call report, like call date, time, customer name, contact information, issue, resolution, and notes.
- Use the chosen format/tool to create the detailed call report, including the fields/information that were defined.
- Review the call report for accuracy and make necessary corrections.
- Save and share it with appropriate team members or management.