Call Center Metrics That are Essential to Evaluate Customer Service
April 21, 2021
Businesses need to make sure that they are doing their best by providing the services of a call center for every customer. Call centers will be vital when it comes down to your brand’s success and you don’t want people having bad experiences with your business because you forgot about them in this way. How can businesses not only know what is going on but gauge where they stand?
To find out whether or not there needs improvement at any point within the company, one must ask themselves how well customers feel treated during each interaction – these assessments should always take place internally as well as externally through assessment from individuals who work for other companies.
To know all of this, you can evaluate the effectiveness of your call center by using the below-mentioned call center metrics.
Customers want to be heard, and even if they are not happy with the service provided it is important that you take responsibility. To make sure your customers stay satisfied call centers need to measure many metrics in order for customer satisfaction scores to remain high. These include:
1. Customer Satisfaction
This point should always be on top of your list when you evaluate the customer services for a call center. Customer satisfaction is essential, and it determines the type of experience your customers have when they interact with your business. If your customers are satisfied with your services, they will probably come back to you rather than going anywhere else. A lot of call centers use various survey tools to get the customer’s feedback. This metric gives a good indication of whether your customer service is going well or not. If your customers are not as satisfied with the services, there is always room for improvement; therefore, you can enhance customer services.
2. First-Call Resolution
First-call resolution means that the call center resolves the issues of a customer during the first call itself. This is a vital point in making the call center effective. The customer whose query or issue has been resolved within the first call is more likely to become a loyal customer than a customer whose query or issue was not resolved within the first call.
Solving any issue instantly is the most effective way to make your call center a favorite among customers; therefore, first-call resolutions are essential in doing so. The first-call resolution merit is also a vital element because it reduces customers’ risks of turning away from the company.
3. Service Level
Service level is basically the percentage of calls answered within an allotted period of time. Call centers may have a service goal of answering about 80 to 85% of calls within the first 15 to 20 seconds.
With the help of this metric, you can understand whether your company has the resources to execute enough work to fulfill your customers’ needs. If your customers are not quickly getting responses from the call center representatives, you must consider hiring more employees and investing in better customer service tools.
4. Call Availability
Call availability refers to the representatives being available to take calls and assist the customers with resolving issues. With this metric, customer service managers can evaluate the performance of the call center representatives and find out how often they are available for a call. If the call availability goes low, the managers may investigate with the help of available call records. Moreover, call availability allows the managers to understand the peak hours when customers are more likely to make calls.
With this metric, the call center specialists assess the representatives’ random call recordings to analyze the tone and effectiveness of communications, the professionalism, and the ability of a representative to solve an issue at hand. This assessment enables call centers to keep up a consistent way of communicating with the customers.
6. Abandon Rate
The percent of calls that customers discard or terminate is the abandon rate of a call center. The abandon rate allows your call center to determine whether the system you use is updated according to the current needs or not.
According to the call wait time and the customer’s overall experience, the abandon rate metric shows customer satisfaction. If your customers discard many calls, you might consider looking into the issues and fixing them quickly as it negatively impacts a company.
7. Average Handling Rate
The AHR or Average Handling Rate is the average time your customers spend on phone calls with your representatives to resolve a query or an issue. Although the average time may vary for different industries, it is important to reduce the AHR as much as your call center can. A low average handling rate indicates that your call center representatives are well versed with their work and efficient.
Every call center needs to consider these seven metrics when they evaluate their customer services. By considering the above points during evaluation, you can get a fair idea of how your call center is performing and what are points need improvement. Not only will this enhance the customer services of your call center, but it will also benefit your call center in being effective and achieving the desired goals.
Conclusion: You’ve learned about the different metrics of a call center and how to evaluate their effectiveness. Have you ever thought about evaluating your own call center’s metrics? If so, here are some helpful tips to get started with an evaluation process that is easy for everyone involved. When should I start my evaluation? How do I measure our performance against industry standards or benchmarks? What type of measurement tools should we use to track customer service quality daily? These are all excellent questions but don’t worry – follow these simple steps below, and you’ll be well on your way!