Call center metrics can be used to measure different aspects of a call center. For example, the customer experience, outbound calling, operation efficiency, and the agent experience. Let’s dive in and take a closer look at all these categories.
Customer happiness is the foremost priority for a business. Happy customers equal excellent customer experience, which in turn improves the overall productivity and profit of the business.
Outbound Calling Metrics
Many call centers operate on making only outbound calls. These metrics help identify the progress of outbound dialing and maintain efficiency. They also track the productivity and conversions that these outbound calls are bringing in.
Managing and understanding operations of your business and keeping track of the financial aspects is also significant for call center success. Understanding your resources and using them efficiently is one way to increase productivity. Understanding operational efficiency metrics helps to figure out where exactly the resources are being used and what are the areas that have some scope of improvement.
Just like customer experience, it is essential to track the agent experience as only a happy agent can help with a hiked and enhanced customer experience. Tracking agent experience can help ensure that your agents are happy and working to their full potential.