Call Centers are an integral part of many companies around the globe.
These call centers are responsible for customer service daily. If these centers do not work efficiently, it affects the buying decisions of customers that can be seen in the company’s profitability as well.
To make sure that these call centers deliver high-quality services, consistently, call center managers need to measure or track call center metrics or key performance indicators(KPIs).
These call center metrics tell how efficiently the call center is working and which are the areas that need the attention of the call center managers.
Here is the list of the top 12 call center metrics that need to be measured if you want to improve the call center’s productivity and provide the best customer service.
12 Essential Call Center Metrics
1. First contact resolution
First contact resolution is an essential part of a customer relationship with the company.
This metric is all about how well an agent can solve problems and answer questions of the prospect/clients in the first call itself.
It means fulfilling all your customer needs at the first call with the agent itself.
The metric is directly related to customer loyalty and call center profitability.
To measure FCR, you can divide the number of cases resolved during a single call by the total number of resolved cases. But include only those issues that can solve in the first call itself like cancellations, upgrades, etc.
2. Cost per call
Cost per call means the expenses related to running a call center.
To calculate the average cost per contact, you need to divide the total cost associated with operating the business by the total number of calls handled.
This metric gives you insights on whether a call center is operating efficiently or not. Based on this metric, you can allocate resources in the best possible way.
Commonly, companies set an ideal CPC and work to achieve and maintain this threshold.
3. Customer Satisfaction
Customer satisfaction is a great way to measure call center agent productivity.
This metric tells you about how customers feel about your company, i.e., whether the customers are happy or not with the service of the company.
You can measure this score by using the surveys in which you asked customers how much they are satisfied with the agents’ answers to their problems, how was their overall experience, etc.
Customer satisfaction score is the most direct measure to tell if your call center is providing the service that your customers deserve.
4. Service level
Service level is a metric to measure call center agent productivity in real-time as agents take calls.
It is a percentage of calls answered within a specific period.
This metric shows whether you have enough resources to meet customer needs.
Also, it tells how accessible the center is to customers and how quickly the call center can solve customer issues.
5. Contact quality
Contact quality is an essential customer-centric performance metric across every contact center.
Contact quality metric means measuring the quality of the interaction between the customers and the agents.
Tracking this metric can help you understand customer needs and also individual agent performance.
You can use quality control specialists to oversee contact quality that only analyzes random call recordings.
To overcome this, you can use conversation intelligence software like Enthu that analyses every call(not random calls) and gives you business insights. You can analyze the performance of each agent.
6. Average handling time
Average handling time describes the average time spent by the agents in handling customer issues.
The metric also includes the time for which the customers are on hold and the after-call work time, i.e., the time spent doing back-office tasks.
The average handle time is calculated by adding the total talk time plus the hold time plus the after-call work time and then divided by the total number of calls.
It is an important metric that measures call center agent productivity.
When the average handle time is too short, it means that the agent is not offering any real assistance. And when the average handle time is too long, it means that agents are unable to assist customers with their problems.
7. Occupancy rate
The occupancy rate measures the time spent by agents in handling live calls and handling the admin tasks related to those calls.
This metric is a great way to measure call center agent productivity across all their call-related duties.
If the occupancy rate is low, then it might be due to longer breaks taken by the agent, agents not doing call-related duties, a high number of meetings, poor habits of agents, etc.
8. Average after call work time
Average after-call work time measures how much time has been spent by the agent to do the post-call work.
If agents are taking too much time to handle post-call work, then it is a signal that the agent is not doing the job efficiently.
You can remove unnecessary steps or create templates for routine actions that could help agents to be efficient.
9. Abandonment call rate
The abandonment call rate is the percentage of calls in which customers hang up the phone before they reach an agent.
This metric tells customer service teams how much customers are satisfied with their service.
Customers abandon calls due to unnecessary hold times and long wait times. If the rate of abandoned calls is high, then it means that customers are unhappy with your service.
You need to find issues that are causing the high number of abandoned calls.
10. Average speed of answer
The average speed of answer is the average time it takes to answer a call in a call center within a specified time frame.
If this metric is too high, then it means that agents are taking too long on calls or are taking too much time to pick up new calls that show inefficiency on the part of agents.
To improve this metric, you can either provide coaching to agents or provide them with better work tools.
You can measure this metric by dividing the total waiting time for answered calls by the total number of answered calls.
11. Call transfer rate
A call transfer rate measures the number of calls that transfer to another supervisor or department.
Customers do not appreciate it if their calls are transferred to someone else because it becomes frustrating to tell the problem again and again to different people.
Call centers should keep this rate at a minimum.
You can calculate this metric by dividing the total number of calls transferred by the total number of calls handled.
12. Average time in the queue
Customers do not like it when they have to wait in call queues for a longer time.
To calculate, you can divide the total time callers wait in the queue by the total number of calls answered.
This metric tells you whether a customer is satisfied with your service or not.
One of the ways to keep this metric in check is to provide customers with a call back so that they do not wait.