Call Center Metrics That are Essential to Evaluate Customer Service
April 21, 2021
Top Call Center Metrics that Measure Inbound Performance
97% of worldwide consumers said customer service affects brand loyalty and decision-making. The proper KPI indicators can effectively measure business capacity. Here is a list of some essential metrics a call center must measure. The job is more than only answering the phone on a 24-hour basis but also developing customer satisfaction. There starts with measurement. The right KPIs for measurement of the business’s capacity, performance, and first contact resolution. To gain access to KPIs, visit [link].
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 determine 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 and 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 call center metrics in order for customer satisfaction score to remain high.
1. Customer Satisfaction
This point should always be on top of your list when you evaluate the customer services for a contact center. A customer satisfaction score 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 total number of calls answered within a given 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 percentage of calls that customers discard or terminate is the call abandonment rate of a call center. The percentage of calls blocked 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 a customer satisfaction score. 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 Call Handling Rate
The average speed of answer or Average Handling Rate is the average after-call 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 average speed of answers 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 agent productivity, but it will also benefit your contact centers in being effective and achieving the desired goals.
8. Average speed of answer
Average Speed of Answers (ASA) means the average rate during which the call is answered. The lower the rating of ASA, the less time they have waited on calls to be answered. High numbers suggest bad customer service and inefficiency. About 82% of customers have decided to go out of business with companies with poor product support. A low ASA lowers the frequency of abandoned calls and increases the First Call Resolution rate. The ability to obtain the right person the first time will improve the experience. A customer service organization can improve its ASA easily with streamlined phone dispatching practices. The lower an ASA improves their ASV score in contact center settings.
9. Average after-call work time
During the average time spent on a call after a call is concluded, an agent works if a call is made on a call after the call is completed. You need your agent to spend time for accurate and thorough results. If the daily work-life is too often after a phone-call call, it reflects something else. Can you provide templates? It’s ok to spend a lot of paper around. But what paperwork? Get a glimpse of what is hampering them from quickly completing this work? Tell me the template of the call center to complete the work?
Conclusion – Total Number of Calls
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!