It is no secret that each business owner is driven by a single goal, namely business advancement and promotion of the company’s performance. There is nothing surprising about that, because the more successful the organization is – the higher profits it will generate! Nowadays there are many strategies that can help you improve the credibility of your call center and contribute to its efficacy and success. Accurate and timely implementation of call center metrics is only one of them, but it is still reported to be the most effectual and powerful tool when it comes to the analysis and management of this organization.
Strategy map
The number of call center KPIs or metrics is truly striking these days and you can easily be puzzled with that issue. However, you do not need to establish all of them at the same time, since it will be just a waste of your time and money. Instead, you should learn more about popular types of these metrics and their role in the process of measuring call center performance. This is what we will talk about further.
If you wish to indentify the most effective call center KPIs that may affect your business advancement as well, you will not go without the following metrics: employee and customer satisfaction, level of servicing, contact quality, agent attrition, forecast accuracy, first call resolution rate, schedule adherence, workforce productivity etc. These are undoubtedly highly essential call center metrics you should focus on when analyzing the work of your organization. Furthermore, nearly all of them are interconnected and you cannot just analyze customer satisfaction metric, for example, without taking into account workforce productivity or agent attrition.
Results of excellent call center performance
Apart from the above mentioned KPIs, we should also consider average call handle time, abandonment rate and average speed of answer. Thus, focusing on average call handle time metric helps detect the overall professionalism of employees and quality of their work. The more calls are handled by your agents during a day properly, the higher their knowledgeability is.
High abandonment rate is one of the most urgent problems lots of contact centers face today. Implementation of the corresponding metric can help you define whether this indicator needs improvement in your company or not. If the percentage of people who hang up before having their problems solved is quite high, then this is the sign for you to make any changes in this direction. This KPI is closely connected with the average speed of answer (ASA) and service level, which help identify the amount of time a person waits on hold before an agent receives his/her call. The lower this index is, the lower the abandonment rate will become.
With that said, it is not difficult to conclude that the majority of call center metrics are interrelated, so take your time to analyze them accurately and regularly.