What Makes Call Center Metrics Meaningful?

Each person who has ever bought anything has certainly communicated with call center agents. This is because this organization is the one, which makes and receives calls and handles problems customers face from time to time. It is frequently compared with a kind of an entrance to a company, the performance of which affects the amount of sales and overall success of your business. Though a great number of interactions is done with the help of e-mail transactions and over the Internet, phone calls are still considered the prevailing form of establishing contacts with customers nowadays. No wonder, adequate operation of a call center is of supreme importance both for the managers and agents of these organizations. That is why lots of them tend to make use of call center metrics and apply them quite often.

Call center specifics

Call center specifics

When developing contact center metrics, do not forget to consider a number of issues. First of all, think about the type of your business and those things that may prevent it from being successful (in your opinion). To do this, you should analyze the performance of your contact center over the recent years. As far as the list of call center metrics is quite long, it is recommended to choose not more than 10 of them. Well, this may seem nearly impossible, so try to focus on those indicators that seem critical for your business at a given period of time. Keep in mind that you do not need to make a random choice. What you require is a proper balance of business, performance and operational metrics. You should also consider the potential sources, from which you can get data needed for the development of these metrics. Lots of companies these days take into account call recordings, structured data, different surveys and, of course, social media.  Finally, define what goal you pursue at the moment. This may be anything your call center currently lacks, including revenue generation, maximization of first-call resolution and customer satisfaction, ensuring the low-cost servicing of clients and what not.

How to optimize call center performance

How to optimize call center performance

Having defined the above mentioned issues, you are welcome to select and set up those metrics you currently need. The most popular and crucial of them include average talk time, first-call resolution rate, customer and employee satisfaction, amount of handled calls, percentage of abandoned calls, response time etc. As you see, there is a long list of metrics to choose from, so be careful and attentive when coping with this task.


Free Balanced Scorecard Mp3 Training Free Balanced Scorecard Mp3 Training