16 Vital Call Center Metrics
How do you measure the effectiveness of your call center team?
How do you identify gaps and build improvement strategy?
We have put together a comprehensive list of vital metrics which we track on daily basis & hope these will help others too.
1) C-Sat (Customer Satisfaction)
It is a measure of how products and services supplied by a company meet or surpass customer expectation. C-SAT is based on customer’s experience with the support or service. The scoring for this answer is most often based on a 0 to 10 scale.
2) Average Handling time (AHT)
Average Handling Time (AHT) is a key measure for any contact center planning system, as it tells you how long a new item of work takes to be handled and not just the talk time.
3) Revenue Per Call (RPC: In case of Up sell)
Revenue Per Call (RPC) is usually used in sales projects which calculates the effort of a representative with respect to increasing sales. RPC can be calculated by dividing the total amount of sale by total number of calls.
4) First Call Resolution (FCR)
First Call Resolution is properly addressing the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
5) Total Problem Resolution (TPR)
Percentage of time the problem has been completely resolved from the customer point of view. This KPI is mostly used for: Operational Excellence. This keeps troubleshooting time to a minimum, which, according to industry averages, currently accounts for as much as 80 percent of total problem resolution time, and gets the problem fixed.
6) NPS (Net Promoter Score)
Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. NPS is based on a direct question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.
7) Quality Scores
Quality Scores is by far the most common metric used. It provides the ability to look at the overall caller experience and the conversations that agents are using on their phone calls.
8) Service Level Agreement (SLA)
A service-level agreement is an agreement between two or more parties where one is the customer and the others are service providers. The contract may involve financial penalties and the right to terminate the contract if the SLA metrics are consistently missed.
9) Active & Waiting Calls
The Active and Waiting Calls measures current volume of active calls compared to the number of callers waiting to be patched through to an agent. This is a real-time status metric that should be shared with all the agents to offer them insight on their performance. Agents should be encouraged to resolve calls on a timely basis in order to get to the next caller in queue and not keep the callers on wait.
10) Call Abandonment
Call Abandonment measures the number of calls that are disconnected before they can be connected to one of your agents. This metric is closely related to Service Level and Customer Satisfaction. Customers do are not expected to be patient. They will hang up and possibly switch their brand loyalties.
11) Forecast Accuracy
Forecasting accuracy is better described as forecasted contact load vs. actual contact load. It is a performance metric that reflects the percent variance between the number of inbound customer contacts forecasted for a particular time period and the number of said contacts actually received by the center during that time period.
12) Staff Turnover/Retention
The best way to measure the satisfaction of your workforce is to look at the percentage of staff that leaves. There can be some telling information in these numbers and it is crucial to track and analyze the turnover rates in many ways.
13) Up-Sell/ Cross-Sell Rate
The up-sell rate or cross-sell rate is simply the success rate of generating revenue above the original intention of the call. It is becoming an increasingly common practice, not just for pure revenue-generating call centers but for customer service centers as well.
14) Staff Shrinkage
Staff shrinkage is the percentage of time that employees are not available to handle calls. It is classified as non-productive time, and is made up of meeting and training time, breaks, paid time off, off-phone work, and general unexplained time where agents are not available to handle customer interactions.
Blockage is a measure of accessibility that indicates what percentage of customers will not be able to get in touch with the contact center at a given time due to insufficient network facilities.
16) Cost Per Call
A major factor determining revenue is the cost of running the organization. A common measure of operational efficiency is cost incurred for each minute of handling the call workload, commonly referred to as Cost per Call. This cost per call can be simply a labor cost per call, or it can be a fully loaded rate that includes payroll in addition to telecommunications, facilities, and other services costs.