Call Center KPIs and Call Center Metrics

Top 10 Call Center KPIs and Call Center Metrics to Track for Success

Call centers operate in a stressful environment where businesses need to manage thousands of calls every day while ensuring excellent customer service. While it is clear to most call and contact center managers that analyzing call center KPIs is imperative for measuring the operational growth and efficiency of a call center. But what is often not clear is which metrics they need to measure and track over time.

This is why, in this blog, we have compiled a list of call center metrics that every call center should keep track of. Keep reading to know what these KPIs are.

1. First Call Resolution Rate

First, call resolution refers to a metric that reveals how well your contact or call center resolves the customer queries during the first call. Given that this KPI can seriously affect the satisfaction level of your customers, resolving any issue on the first call is imperative for all businesses.

2. Average Handling Rate (AHR)

Average Handling Rate is the metric that depicts the amount of time customers spend on each call with your call center team or agent. While this metric’s standard generally varies from industry to industry, most call and contact centers should always aim to reduce it as much as possible. When the AHR is low, this means that the call center representatives are more efficient.

3. Average Speed of Answer (ASA)

The average speed of an answer is defined as the average amount of time it takes for an agent at a call center to answer a customer’s call. It is crucial for call centers to measure this metric as its concept is closely related to average handle time and first call resolution. When it comes to calculating the average speed of the answer, you need to divide the total waiting time of the customers by the total number of calls answered and then multiply the derived number by 100.

4. Call Abandonment Rate

Call abandonment rate is the percentage of callers who drop off or disconnect the call before reaching a call center agent. This percentage indicates customer service teams how satisfied or comfortable their customers are with the call experiences and call waiting times. Therefore, it is important for call centers to keep track of this KPI and the best way to do so is by using the automated call center system.

5. Customer Satisfaction Rate

Customer Satisfaction Rate is a mCustomer Satisfaction Rateetric that can be acquired from many different sources. It is typically measured by conducting regular customer surveys as well as measuring quality assurance. Regardless of how it is calculated, it is one of the most important customer experience (CX) metrics that every call center should analyze to identify and understand its efficiency and effectiveness. The CSAT score is calculated by dividing the total number of customers who said they are very satisfied by the total number of customers surveyed.

6. Net Promoter Score (NPS)

Net promoter score, commonly called NPS is a popular KPI that measures the perception and loyalty of customers towards a company or a business. It is generally measured on a scale of 1 to 10, with 10 being the highest recommendation score and 1 being the lowest recommendation score. Here 9 and 10 represent the promoters, 7 to 8 represent passive and 0 to 6 represent detractors. To evaluate this score, you need to subtract the percentage of detractors from the percentage of promoters. If your NPS is 50 or above, it is considered to be acceptable.

7. Call Availability

Call availability refers to how frequently your call center representatives are available to take calls and how long they actually take to resolve queries for the customers. This metric enables the management team to understand whether the agents are adhering to their schedule or not. If the call availability is low for a particular agent, then managers need to figure out the reason for unavailability and investigate their call records. Call availability KPI also helps call center teams to adjust staffing and scheduling by identifying the peak hours of operation and evaluating at what time the agent’s availability is low.

8. Call or Contact Quality

Call or Contact Quality is one of the most common metrics every call center should measure. This metric is basically used in almost every sector. Also, it is recorded to analyze random call recordings to evaluate the performance of a call center representative on the basis of professionalism, accuracy, knowledge, and effectiveness in capturing customer data. With the help of the qualitative review, call centers are able to build a consistent message and tone every representative should use on every customer call.

9. Call Blocked

The percentage of calls being blocked has a significant impact on the customer satisfaction level. This is why it is also an important call center KPIs that should be measured by businesses with customer-facing departments. Sometimes, the blocked calls can actually be a missed opportunity for agents to connect with a potential customer. This is basically referred to as the percentage of inbound callers who are receiving the busy tones while calling the call center. Well, there are a number of reasons that may cause the busy tones. Some of these reasons include no agent availability, failure of a call center software to handle a large volume of calls, and many others.

10. Service Level

Another one of the most important call center metrics that no call center should ignore is the service level. It refers to the percentage of calls answered within a given period of time. For instance, the managers at call centers say that they aim to answer 70% of calls within 20 seconds, then this would be considered as the service level goal for call centers. This metric generally shows you whether a business has enough resources to meet the demands of customers. Besides, it indicates if customers are being connected to the call center agents quickly and getting the queries answered or resolved in a timely and effective manner. The best thing to ensure that your great service level is to incorporate call center software into your business. Adopting innovative systems empowers you to redefine your business communications and provide your customers with an exceptional customer experience.

To Sum Up

So now that you know that the above-mentioned call center metrics are linked with customer experience and satisfaction, agent effectiveness, overall productivity, and call center efficiency, make sure that it should be the primary objective for any business with the call center department. And keeping track of the above-mentioned KPIs using the call center system is the best way to start in order to take your business to the next level.

No matter whether you run a small business or a big enterprise, the call center system offered by HoduSoftis developed using innovative technology to boost your call center’s performance and enhance customer experience.

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