Drawing up reports is a task that every call center must carry out.
By means of analytics, call centers are enabled to measure productivity and detect rooms for improvement.
Studying the results achieved in operations requires a series of indicators referred to as Call Center Metrics.
Therefore, it is of the utmost importance to choose the most appropriate indicators based on the following questions:
What needs to be measured?
This question is answered according to call centers’ target(s).
Types of Indicators
Indicators are classified into two categories.
Subjective: these indicators are related to the expertise of call center representatives and are determined through customer perception surveys.
- Tone of voice
- Vocabulary skills
- Call control
Objective: these indicators provide insight into the performance of an organization’s in-house departments and help to verify whether goals are being reached or not.
Key Call Center Metrics
One of the most frequently asked questions is:
What are the top call center performance indicators?
According to experts, the main call center metrics are:
To assess the overall customer experience delivered by the call center, as well as the workflow of each agent.
If you want to know how to control quality accurately, take a look at this article.
IVR surveys are the most common resources to measure customer satisfaction.
First Call Resolution (FCR)
To trace the number of customers who had their problems solved the first time they called.
To determine how happy customers are with your service. It can be rated right at the end of calls through IVR, email, or chat surveys.
To calculate the percentage of calls that are answered within a specified period.
On average, 80% of the calls received within a 20-second period are forwarded to an agent, whereas in outbound operations, 95% of the calls dialed within a 15-second period are answered by the customer.
This metric is crucial for call centers as it allows to find out the number of agents necessary to improve the Average Speed of Answer (ASA).
Average Wait Time (AWT)
To keep track of the time that customers spend in the waiting queue before they get to speak with an agent.
To analyze the frequency with which callers hang up because there are no ready or available agents to assist them.
How to Better Organize Your Metrics
Call centers choose metrics and decide how to apply them based on their targets. However, it is advisable to devise a measurement plan that helps to both monitor and improve results.
A system capable of retrieving comprehensive reports is also indispensable to keep a complete record of your call center’s operation.
You can use data analysis and mining to centralize statistics and manage reports with greater ease.
CenterWare Suite offers all the tools your contact center needs, providing automated real-time reports and metrics to continuously improve your customer experience.
Why don’t you request a free demo? It’s the first step to revolutionize your business!