According to Call Center Helper, 95.7% of contact center professionals view customer satisfaction as the most important call center metric.
For a business owner, the main aim is to grow in their business sector and provide excellent customer service. They have to take lots of decisions that impact their business. The primary role in supporting a business success is provided by the call center.
A call center mangers keep a regular check on whether the overall customer experience matches the customer’s expectations.
And to keep that track, it is necessary to analyze every agent’s performance and how well they are providing customer service. However, it is sometimes difficult to know where the agents lack in delivering better service. This is the reason a few key performance metrics help the call center managers to make sure that the call center process is in line and fulfilling all the expectations. These metrics help in bringing new insights to the call center process.
With that in mind, here is a short video describing the essential performance metrics for call center success.
Let’s find out a brief discussion about all the metrics as mentioned above in the Video.
1. First-Call Resolution:
First Call Resolution is an essential section of managing customer relationships with the business. It calculates the agent’s capacity to solve problems and provide appropriate solutions at the very first instance to the customers. It is the right way of measuring a customer’s perspective.
It is measured by dividing the number of issues resolved in a single call to the total number of problems that have been resolved.
This metric helps to measure the agent’s performance and how good they are in handling and solving queries the first time.
2. Call Quality:
Call Quality is a widespread and crucial customer focused performance metric in all the call centers. Call quality helps to measure the use of appropriate greeting and other call scripts, First-call resolution, capturing key customer data, and more. This metric is assessed with features like call recording and call monitoring.
3. Average Handling Time (AHT):
Average Handling Time is used to measure the total time an agent consumes to handle the call. This includes the hold time during the call, total talk, and time to wrap-up the call.
A reduction in average handling time leads to satisfied customers and improves operational performance.
4. Abandoned Call Rate (ACR):
Abandoned Call Rate is the percentage of calls which are hang up by the customers before an agent answer. The main reason behind abandoned calls are long wait time and hold time.
The abandoned call rate is calculated by dividing the total number of abandoned calls to the total number of inbound calls.
Abandoned call rate can be reduced by offering self-help options to the customers for receiving a smaller number of calls and offering customers the opportunity to leave a voicemail message.
5. Customer Satisfaction Score:
The goal of every call center is to make their customers happy. While many other factors can determine the areas where the agents lack, but customer satisfaction score is the direct measure to tell if the call center is providing support as per the customers.
This is measured just after the call ends by immediately making a post-call survey to get feedback from the customers.
Every call center metric has its role and the usefulness of individual KPIs help in measuring business success.
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