Contact Centers
Respond to more customer inquiries with real-time contact center insights
In the contact center, performance is everything. Bring your team's performance to the next level through the power of KPI dashboards, gamification, and coaching. Whether in sales or CS, Plecto is the all-in-one solution for productive contact centers, motivating agents to complete tickets and sell more.
Features
How Plecto helps improve call center performance
Tasks happening in real time
Centralize your KPIs onto dashboards so you can see all your calls, queues, CSATs, and SLAs update live.
Get employees excited
Call centers can be fun! Gamify with contests, notifications, virtual badges, spinning wheels, and rewards.
Save time on training
Training period taking too long? Get employees on the floor quicker by passing Quizzes to speed up onboarding.
“Our response time has improved a lot since using Plecto. We went from around 5 or 6 minutes to approximately half a minute to 1.5 minutes now.”
Lennart Thomsen
System Responsible at REMA 1000
“We went from 150 calls a day per rep on one of our teams to 213 yesterday. So it's obviously helping a lot. Most of the team are making over 200 calls... where previously 200 calls meant you'd had an incredible day.”
Matt Vickers
Operations Manager at The Insurance Surgery
“With data visualization, I can address performance problems in real-time. If a sales rep has only completed 10 calls by lunch, I can speak to them immediately instead of waiting several days to review their performance report at the weekly sales meeting.”
Cort Ouzts
POS Nation CEO
Dashboard example
Show your activities like this. Call center dashboard example.
Gamification use case
How can I use gamification in our call centre?
What is gamification?
Gamification means turning your team's everyday call center activities into tasks that include
points, badges, and other game-like elements. Why? Ultimately, to make everyday tasks more fun.
Features
More features for call centers
Effortlessly switch between individual and team view.
Managing a big call center team? With Dynamic Dashboards, you can create one dashboard that you can filter to see an overall team performance view or filter by employee.
Get started
Start creating your call center dashboard now.
Dashboard builder
Select your system. Select your KPIs. Connect your own actual data. Done in under 15 mins!
Drag-and-drop formula templates
Use building blocks by selecting from pre-made formulas and widgets made for teams like yours.
Dashboard templates
Download a complete dashboard based on a specific system and KPI; for example, a Zendesk tickets dashboard.
“Plecto is great for showing the whole team's results for all kinds of people. From not knowing anything about how other people are performing to now being able to see the results of colleagues, this brings out the competitiveness in our salespeople. So it actually gives them a huge lift in their performance.”
Jesper Sebastian Larsen
Head of Nordic Sales, Ageras
“The impact of Plecto can be seen in daily interactions, where there are employees pointing to the dashboard screen and saying, ‘Hey, you’re up there on the leaderboard’ to a colleague or laughing at the YouTube videos. This has definitely led to an increase in happiness to be at work.”
Emil Gjørup Pedersen
Performance Specialist, Telmore
“Since our problem was transparency and lack of system, we needed something to be out in the open. Culture-wise, implementing Plecto has been quite a lift, because everyone is aware how much we're working at, how much we're doing, what has been the latest client, who's the next bigshot in the pipeline as well.”
Niklas Meyer
Partner & COO, PL & Partners
Customer stories
Call center customer success stories. Are you next?
Making more calls
50% increase in calls by visualizing employees Aircall data on Plecto dashboards
A win-win for Tour de Telmore
Young call center employees love gamification while CEO gets "very quick overview"
Contests are in, commission is out
Learn how insurance company motivates teams with contests instead of commission
Improving sales and having fun
If Forsikring builds team culture and increases sales with motivational data dashboards
Better than Excel
G4S upgrades its dashboards during the pandemic, changing its sales culture forever
Growing stronger together
Denmark's largest telco provider boosts performance in its young sales team
Integrations
All your team's KPIs. All in one place.
Take your CRM, helpdesk, and telephony systems' KPIs and show your team how they're doing in one simple dashboard view in just seconds.
KPIs
Get inspired by these common call center KPIs
Average Resolution Time (ART)
The average length of time for customer support to resolve customer issues.
Customer Satisfaction Score (CSAT)
Measures how happy your customers through feedback and ratings.
Average Abandonment Rate
The percentage of calls that hang up before getting through to an agent.
First call resolution rate
The percentage of calls resolved during first contact, without the need to follow up.
Percentage of Closed Support Tickets Rated
Percentage of times you've been rated by customers after resolving their support tickets.
Number of Waiting Calls
The number of queued calls that need to be answered as soon as possible.
Start building your first dashboard today.
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