How can you be sure that your business is running effectively? The answer to this question is quite simple: key performance indicators, also referred to as metrics, will help you measure the company’s performance any time you need that. Basically, you will have to evaluate the most important factors that affect your business and define the potential ways of its improvement.
Benefits of high first resolution calls rate
When it comes to evaluating call center performance, the most crucial aspects involve the level of customer satisfaction, average time of call response, workforce punctuality and productivity, call handling efficiency, the amount of time your employees spend on the telephone. These common metrics may help you define how exactly your company is functioning and whether it is viable to implement any changes there.
Why take care of time per handled call?
What makes call center metrics so valuable? The point is that it is quite hard to analyze the performance of your company as well as its reputable without these indicators. This helps your business remain competitive and popular with the customers. A trustworthy call center should be large with the average number of employees over 50 people sticking to one program. This will help handle hundreds of thousands of phone calls daily, thus improving the company’s rating and effectiveness.
If there are problems with any of the metrics, it will signal that there are some imperfections in the call center functioning, which have to be urgently improved. For example, if there is something wrong with first call resolution metric that defines the number of problems resolved during a single conversation, it will increase the amount of repeat and, therefore, pointless calls. Consequently, managers of the company will have to find out the cause of the problem and eliminate it in order to make overall team performance more productive. Obviously, the improved team will handle incoming calls more efficiently and faster, which can eventually reduce the company’s expenses. As you can see, establishing of proper call center metrics can boost your business and contribute to its profitability.
Having defined the importance of call center metrics, it is high time to learn the procedure of their calculation. To do that properly, you need to identify what factors are decisive for your business and reputation first. Thus, if the speed of call handling is your forte, then you are recommended to establish metrics based on the number of handled calls and amount of time a client is on hold. However, if it is quality of services that contributes to your popularity, then you will not have to measure speed. Instead, you should better check technical services and first call response metrics. This is how call center metrics can help you define what exactly needs improvement in your company.