The best way to find out how well your call center is currently running is to establish a number of key performance indicators (KPIs) that are also referred to as metrics. They are said to be highly efficient in measuring the performance of your company as well as the productivity of your workforce. The fact is that you should initially learn what factors contribute to the advancement of your business. Moreover, you have to make a thorough estimation of the whole process rather than simply apply a set of call center metrics, some of which may not be even critical for your business. What are the principles of choosing proper KPIs? How is it best to implement them? Read on to learn answers to these questions below.
Financial and non-financial call center metrics
Call center metrics are essential for any telemarketing company, since they help analyze and manage call center data. Things like customer satisfaction, average call response time, employee punctuality and productivity, the amount of time a worker needs to be on the phone to handle the problem etc. are considered typical, but highly important metrics, which can facilitate the analysis of your call center performance. If implemented properly, these metrics help business owners detect the most urgent problems that affect the business advancement of their companies, thus making it easier for them to introduce vital and timely changes.
Importance of high first resolution calls rate
Let us have a closer look at some of the above mentioned call center KPIs. It is not a secret that a reputable telemarketing call center should have over fifty employees that stick to one and the same program. It means that they have to be able to receive and handle hundreds or even thousands of incoming calls every day! This is undoubtedly a painstaking process, which is even more complicated if some of the most essential metrics are not in place. For example, if a KPI like first call resolution rate is not implemented properly, call center agents will find it difficult to handle all requests successfully right from the start. It means that they will have to receive hundreds of repeat calls, which will result in inefficiency and waste of time. That is exactly why there is a need to assess this metric properly in order to find out the initial causes of inefficiency. As a result, the team will become more productive, which will be inevitably reflected in overall enhancement of call center performance and prosperity.