Evaluating call centers‘ performance is vital for every company, and various key performance indicators or KPIs help a call center manager. The KPIs aid in assessing the efficiency of the representatives and the overall accomplishment of a call center.
Although there are many KPIs and call center metrics that you can use to assess the customer success rate, a few significant metrics you should consider during evaluation are given below.
Call Blocked Percentage
The call blocked percentage is an extremely important KPI when assessing the effectiveness of your call center—the percentage of callers who could not connect with a representative and received a busy tone instead.
The reason for this issue could be that all the call center representatives were busy with another call; therefore, the customers got directed to voicemail, or it could be because the software used by your call center cannot deal with a high call volume.
A blocked call means you missed the opportunity to interact with a customer; therefore, this metric is a vital KPI that you must not ignore
Average Waiting Time
No caller likes to wait in queue for a long time, so to avoid this, you must ensure that the representatives receive the calls within the allotted time. When customers get a quick and efficient response, they become satisfied with your company. The call center managers should keep track of the average time in the queue and reduce it as much as possible, leading to happy and satisfied customers.
Average Speed of Answer
A call center representative takes the average time to answer a call within a specified time frame. The average speed of answer calculates the time the representatives take to answer a call while it rings and not the time spent navigating through IVRs. This KPI indicates the efficiency of the call center team.
Average After Call Work Time
A call center representative’s work does not finish after a call has ended. The representatives generally spend some time after the call sending emails, updating the current data, and informing the team.
A representative uses this time period to complete the formalities after the call is known as after-call work time. It would help if you considered adopting ways to reduce this time as much as possible so that the representative can spend more time assisting customers with their concerns.
Average Handle Time
The average handle time is the average time a representative takes from answering a call until disconnecting it. This is an important KPI for call centers because it shows problem-solving ability and directs customer satisfaction in the process.
First Call Resolution
This is a KPI that is straightly related to customer satisfaction. First Call Resolution means that a customer’s issue is resolved within the first call without any transfer or return call. When a representative decides a customer’s query in the first contact itself, it builds the right image of your company in front of the customer.
Many call centers believe that first call resolution is the best KPI; therefore, maximum efforts should be made to resolve issues for the first time.
Customer Satisfaction should always be among the foremost KPIs to check the efficiency of the customer service provided. Organizations often conduct various surveys to seek the customers’ feedback to find out the strengths and weaknesses and then work based on the feedback provided.
Agent Absenteeism refers to the days a representative is absent at work apart from the allotted holidays. This absenteeism can significantly impact the smooth functioning of the call center because appropriate staff may not be present to handle the calls; therefore, it may cripple the company image. Agent Absenteeism is an important KPI that must be taken care of by enhancing workforce management.
Service Level is the percent of calls answered within the specified seconds by a call center representative. This KPI can be accessed by the representative and the call center manager on their respective dashboards, enabling them to make decisions based on the result of this KPI and help improve overall efficiency.
Agent Turnover Rate
The agent turnover rate is the percent of call center representatives who leave the call center to work elsewhere. This turnover rate may impact your company greatly as it may hinder customer satisfaction and lower team morale. This KPI is another important one that you must consider when evaluating your call center’s overall customer success rate.
Evaluating the call center KPIs frequently ensures a reasonable customer satisfaction rate and improves the representatives’ efficiency. Every call center manager needs to assess the above-mentioned KPIs so that a good customer relationship using omnichannel automation.