Modern call center managers can use a number of important and useful reporting metrics that can help evaluate and improve the performance of this organization. Some of them are more valuable as compared to other indicators, which means that they can be initially considered when there is a need to assess the effectiveness of this company and productivity of its employees. The most critical indicators are listed below, so you can learn more about them if you are going to evaluate your contact center.
What you should realize is that forecasting the number of expected calls means a lot for any call center, since it helps define the amount of required resources for effective and timely handling of calls. As far as forecast accuracy is highly important, it is understandable why this metric can affect the cost of labor as well as experience of customers. The more accurate the forecast is – the better performance and staffing a call center will avail.
Customer satisfaction (CSAT) is another important indicator that points out the efficacy and overall success of a contact center. There are a few things you should consider when evaluating the rate of clients’ satisfaction. To start with, your survey should be based on the actual interaction of customers with a call center. Secondly, this metric should be measured by third-party experts that will make the results more impartial and objective. There are no specific questions to be mentioned in a survey, since they depend upon the type and specialization of business you run and current problems you face.
Another critical indicator to be considered by call center managers is average handle time (AHT). In order to measure this metric, you have to take the expected handle time and multiple it by the approximate number of calls, which have to be managed. As a result, this will allow you define the amount of employees needed to meet the desired call volume. Some contact centers, but the way, may have to adjust this metric with regard to daily needs and seasonality. So, the most effective way to evaluate this indicator is to consider historical data and trace the ongoing changes.
Some contact centers that are going to find out their current staffing requirements use a highly informative metric known as the number of calls offered to clients. Some organizations take into consideration the overall number of customers who need the service, while others focus on the general call number that were answered during the specified time interval.