What is one of the most impressive things about a call center? This question may be answered in several ways depending on what point exactly one may focus. If we talk about a call center as an organization, the performance of which is of great importance both for its managers and customers, then we should undoubtedly discuss the implementation of metrics and their significance. As far as metrics are the basic measures of productivity and quality of this organization, it seems vital to define which of them are the most helpful when it comes to the assessment of call center agents. Listed below are key metrics that seriously affect the level of workforce performance.
List of most common call center kpis
Average Handle Time (also referred to as Average Call Duration) has always been considered one of the most influential call center metrics. Managers of these organizations pay special attention to it, because it affects the level of customer satisfaction. On the one hand, it seems quite understandable that if agents manage to handle incoming calls quickly, it will promote the popularity of a call center. On the other hand, though, it often turns out that the speed of call handling does not imply the efficiency of this process. This is because an agent may fail to provide the customer with valuable information he/she expects to get, for example. This negatively affects the overall performance of this organization. Therefore, its managers should strive for maintaining a reasonable equilibrium between the amount of handled calls and other metrics, such as level of customer satisfaction, revenue per each call and the rate of first-call problem resolution.
Some important kpis to be measured in a call center
The next metric we will focus at is ACW (After Call Work), which is also sometimes referred to as “Wrap time”. Actually, the significance of this aspect is quite obvious, since each agent is expected to move quickly from one call to another. At the same time, a lot of call center managers overlook the fact that their employees need at least a few minutes of rest between the call they answer, since it will for sure increase their ability to handle the upcoming call positively.
If you wish your call center to become more profitable and popular with customers, then First-Call Resolution metric is what you should obligatory implement for the assessment of your agents. There is no doubt about the fact that this rate is highly essential for each organization, since it affects its efficiency, popularity and success. So, if you have not considered it by this time, then you are highly recommended to do that right away.