How does the call centre assess the standard of the services it provides? It is easy to believe that your team is performing at its peak and providing exceptional service; however, is there a method to assess this? Even better, is there a means to demonstrate the consistently high quality output of your teams?
Moreover, this is where the data become relevant.
Data collection and analysis are crucial to the effective administration of an inbound call centre. If essential data are not tracked, it can be difficult to know what is happening when so many calls are handled daily. Choosing the appropriate call center agent performance metrics is therefore of the utmost importance.
The following is a compilation of the most important metrics that a call centre should track:
Customer Satisfaction
The level of customer satisfaction is a key performance indicator (KPI) that indicates how effectively your agents resolved customer issues. This metric can be acquired from an assortment of sources. Obtaining quality assurance measurements and undertaking customer satisfaction surveys are the two most common ways that call centres calculate customer satisfaction.
Resolution on the Initial Attempt
Resolution on the first contact is a key performance indicator (KPI) that has a direct impact on customer satisfaction. It is simple to comprehend why this is the case. It tracks the percentage of calls where the agent is able to satisfactorily address all of the caller’s requirements without transferring, escalating, or returning the call.
Average Handle Time
AHT, or “average handle time,” refers to the average quantity of time it takes an agent to complete an interaction. Because A) contact centres endeavour to reduce call wait times and B) faster AHT rates should indicate which agents are more efficient, many contact centre agents are evaluated according to how quickly they move through callers.
Abandon Rate
Abandon rate refers to the proportion of callers who hung up on the operator before being connected to a representative. It is important to bear in mind, when analysing your rate of abandoned calls, that a small percentage of callers dial the wrong number but hang up as soon as they hear the name of your organisation on the automated message.
Cost
If you have a clearer understanding of how much it costs you to provide customer service (expressed as a percentage of your total revenue) and how that percentage compares to your total revenue, it will be much simpler to optimise the operation of your call centre and make it more cost-effective.
The optimal method for assessing call centre metrics such as this one over time and keeping a close eye on patterns is to measure the metrics over time. In the event that it reaches an abnormally high percentage, you will be able to analyse the cause and take the necessary measures to resolve the problem without incurring significant time or financial losses.
