As a call center manager, you need to ensure your agents remain productive and continuously contribute to the organizational objectives. But since modern-day call centers have hives of data to analyze, accurately measuring agent performance can be challenging.
Here are some call center KPIs in 2021 that every call center leader or manager should measure.
Call Center KPIs to Measure in 2021
1. Average Handle Time (AHT)
The average handle time (AHT) refers to the amount of time a call center agent takes to complete one conversation or transaction. The handling time for one call is the time taken from the call initiation to disconnecting the call.
AHD is one of the crucial call center KPIs in 2021 when making decisions on contact center staffing levels. When you know how long a call is likely to last, you can schedule calls to agents accordingly. This ensures better workload management and prevents the agents from getting overwhelmed.
How to Measure: You can calculate an agent’s AHT by measuring their total on-call time and dividing it by the total calls made in a specified period.
2. First Response Time (FRT)
Data from Forrester shows 77% of customers will stick with a company that values their time. Hence, the first-response time (FRT) is one of the top call center KPIs and metrics you can measure. It helps you determine the time each agent takes to pick up an incoming call. Since no one likes to be put on hold, a high FRT can indicate poor customer experience. In fact, 35% of callers will abandon a call if their call isn’t answered within a minute. This figure increases to 66% after three minutes.
How to Measure: To measure FRT, add the time an agent takes to answer each call and divide it by the total calls they take in a particular time period.
3. Sales Per Agent
Sales per agent (SPA) is one of the most straightforward call center KPIs in 2021 that’ll help you measure an agent’s performance. You can use this metric to identify your best performers, tweak sales targets, and determine the scope for training and improvement.
Along with SPA, you also need to measure a revenue metric. It could either be revenue per time period (day, week, month) or revenue per successful call. Pairing SPA with revenue generated will help you get an accurate insight into an agent’s performance.
How to Measure: You can measure SPA by determining the number of sales an agent has made in a defined period of time.
4. First Call Resolution (FCR)
When an agent resolves a customer’s query on the first call, it’s called first call resolution (FCR). It’s another essential metric to measure agent efficiency and performance, and in a support-based call center, FCR is the key indicator of an agent’s performance. When you solve customer queries on the very first call, they’re more likely to be happy with your service and share positive feedback. The standard benchmark for FCR is FCR is 70-75%.
How to Measure: You can measure FCR by determining the number of queries an agent has resolved on the first call in a provided period.
5. Average Age of Query
The Average Age of Query (AAQ) is another metric you should measure along with FCR. While first call resolutions are great, not all queries can be resolved on the first call. The AAQ query allows you to calculate the duration for which each query remains active.
How to Measure: You can measure AAQ by determining the average time an agent takes to resolve a query and divide it by the total queries resolved in a given time period.
6. Net Promoter Score (NPS)
The Net Promoter Score (NPS) is one of the most popular call center KPIs in 2021 used by companies and customer support teams to measure a customer’s experience and loyalty. The NPS score depends primarily on the question as to how often a customer would recommend a company to their friends or family. The scoring happens on a 10-point scale, with 0 being the worse and ten being the best.
How to Measure: Add up total responses (1 to 10) from all customers and divide it by the total number of responses in specified time duration.
7. Occupancy Rate
Another crucial call center metric is the occupancy rate – the time agents spend on live calls. It’s a key indicator of an agent’s efficiency and productivity. If your agents have low occupancy rates, the chances are that they’re spending most of their time on unproductive tasks.
How to Measure: Calculate the total time an agent stays on live calls and divide it by the total working hours in a day. You can also multiply the outcome by 100 to get percentage data.
8. Average After Call Work Time (ACW)
The job of a call center representative involves more than just making calls. The reps need to manage other tasks like updating CRM, maintaining spreadsheets, sending emails, and more. The Average After Call Work Time (ACW) allows you to measure the amount of time an agent spends on work other than answering calls.
To ensure call center efficiency, managers should ensure that their reps’ ACW isn’t too high. An effective way to reduce ACW is to finish other tasks while talking to the customer instead of doing them after ending the call.
How to Measure: ACW is the opposite of occupancy rate. To measure ACW, calculate the total time an agent spends on activities other than live calling and divide it by the total working hours in a day.
9. Transfer Rate
The transfer rate denotes the number of calls an agent transfers to some other agent, most likely a senior or an agent in another department, to resolve a customers’ query. In some cases, call reps may need to forward the call to someone else for better query resolution. But an alarmingly high transfer rate can indicate an agent’s inability to resolve customer queries.
How to Measure: Determine the total calls an agent has transferred and divide it by the total calls he has taken in a specified time period. Multiply the outcome by 100 to get percentage data.
10. Idle Time
Call center agents are humans too, and they need rest once in a while. However, spending too much time doing nothing can be a major indicator of unproductivity. The idle time allows you to measure the amount of time an agent spends doing things not related to work. This could include lunchtime, coffee breaks, etc.
How to Measure: Calculate the time an agent spends doing non-work-related tasks. This includes lunchtime, coffee breaks, etc. Divide the result by total working hours in a day to get the idle time.
Measuring the right call center KPIs in 2021 is critical to ensuring the high productivity and performance levels of your agents. If you’re devising a new performance management strategy for your call center, the KPIs mentioned above can be a good goalpost to get started. And thanks to the advent of technology, you can implement call center software to automate the measurement and tracking of all these KPIs.