Call centers operate in a high stress environment. In order to deliver a high quality of service and meet SLAs, everyone from front-line agents to managers needs to be dialled into the latest call center metrics and KPIs.
Keep your call center on track with the right data.
Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. To do this effectively, you need to be dialled into the latest metrics and KPIs such as current service level, call volume and call resolution rates. Use these call center KPIs and metrics to track your performance through the busiest and most hectic days.
Service Level Measure your ability to deliver on commitments made in your service level agreements (SLAs). The Service Level KPI measures your ability to deliver the standard of service agreed upon in the Service Level Agreement (SLAs) provided to your customers. A SLA is your call center’s promise of maintaining a certain standard of service to your clients and customers and, typically speaking, the SLA will specify that your call center is committed to answering a set percentage of calls within a certain number of seconds, such as answering 75% of calls within 20 seconds.
Agent Schedule Adherence Measure how effectively call centers agents are using their scheduled time. The Agent Schedule Adherence KPI measures how effectively call center agents manage their scheduled time for work activities. The metrics used in this KPI will differ depending on the type of call center or help desk you are operating, however, typical metrics include # of calls handled, average time on call, and average seconds to answer (ASA). A high adherence rate indicates that agents are being cost-effective with their time and providing responsive service to your customers.
The Active and Waiting Calls KPI measures current volume compared to the number of callers waiting to be patched through to an agent. This is a real-time status metrics that should be shared with all of your agents to provide them with insight into their performance. Agents should be encouraged to resolve calls on a timely basis in order to get to the next caller in queue;
The Call Resolution KPI measures the outcome of each call handled by your agents to monitor how well customer issues are being resolved. The objective of your service center is to quickly resolve calls to meet service level agreements and deliver a high quality of service. Issues that are resolved on the first contact provide an indicator of customer satisfaction and call center efficiency.
Call Center Status Metrics – Provide insight into the performance of your call center by monitoring multiple key metrics.
Call Abandonment Measure how many callers hang up or disconnect before they can be connected to one of your agents.
The Average Handle Time KPI measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports. You can use this KPI to measure individual agent performance or to measure your call center’s performance across the board. Average handle time is used as an indicator of call efficiency and should be taken into consideration alongside call resolution rate and cost per contact KPIs.
Customer Satisfaction metrics provide an assessment of your call center’s performance from your customer’s perspective. These types of metrics are important for any service-based industry, including retail and call centers. This data is usually collected through customer surveys that ask general questions, including call quality, call resolution, and how satisfied the customer was with the service received (regardless of outcomes).