Any call center faces the necessity to analyze the efficacy of its performance and that of employee productivity. This is because the main goal of this organization is to establish fruitful interaction with the customers, thus increasing the amount of sales. If your company is right about to set up call center metrics that will allow assessing the most critical issues that may affect the overall performance and profitability of your business, then deciding on their amount and essence proves to be the number one objective for you.
Call center metrics for agents
So, what call center metrics should you initially focus on? To start with, you should pick out those indicators that will characterize the balanced performance of your company. The choice, in its turn, will depend upon a series of factors, such as your major goal, current performance and employee productivity, the type of a call center you own, main customer services you provide, the level of technical support etc. At present, the most meaningful and critical call center metrics that are actively implemented worldwide and affect the sales level of this organization include scheduled appointments, dials and talk time.
Call center working principle
Scheduled appointments imply a certain level of interest a prospective customer may show when dealing with your call center. With regard to this, it is important to realize that the more prospects your organization manages to attract during a particular period of time, the higher the sales volumes will become. This is what this metric should generally show.
It is not a secret that any call center is highly concerned with the amount of calls its employees manage to handle during a pre-defined time interval. That is why managers of these companies tend to control the number of handled calls and that of dials as well. Though they cannot control external factors that affect this indicator (such as weather conditions, market events, incoming lead volume etc.), they still can track the amount of dials and this is where this metric will be useful.
Unfortunately, call center agents often fail to correlate talk time and effective and quality way of holding conversations with their potential customers. Long-time conversations can have no result at all, while short talks if done properly can positively affect the amount of sales. That is exactly why the talk time metric is meant to help them trace this issue and draw corresponding results in time.
There are other metrics to be included into your call center balanced scorecard system, so it always makes sense to learn more about them before you proceed to this process.