Your outbound call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer service.
Analyzing outbound call center KPIs is imperative when assessing the effectiveness and efficiency of a call center. While it is clear to most call center managers and decision-makers that they need to analyze outbound call center KPIs, what is often not so clear is which contact center metrics to measure and track over time. This infographic will help with just that. It lists and describes the 12 outbound call center KPIs and metrics to track for success.
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1.Average Sales Per Agent
The Sales per Agent metric tracks the call efficiency of your team by measuring sales and total calls. Managers need to track this to adjust targets and direct overall sales performance.
2.Active Waiting Calls
With this call center metric, managers and agents see the number of calls on hold and those that are being handled by agents. The Active Waiting Calls are important to operational efficiency and helps to assess team performance in real-time.
3.Call Hold Time
The use of a power dialer, to maximize efficiency, occasionally means that potential prospects, after they answer the phone, are waiting on hold for an agent to speak with them. This time should be as close to zero as possible because the longer, on average, that it is per call; the more call abandonment occurs.
4.Average Call Length
This metric is useful for fine-tuning adjustments in the call presentation, also known as the “pitch”. Pitches that take too long, can reduce success.
5.Call Center Status Metrics
This KPI provides managers with insight into their team’s performance by monitoring multiple metrics. With a view into each of these key metrics, managers have a view into current capabilities and performance all in one place.
6.Cost Per Call
The Cost per Call metrics gives call center managers insight into how much each individual contact costs. This particular metric helps determine whether or not there is benefit in gaining contacts, or if the costs to acquire are too high.
7.Peak Hour Traffic
Peak Hour Traffic helps managers identify when the busiest hour of traffic is. This allows them to prepare and schedule enough call agents to handle the boom in calls during a specific time.
Customer satisfaction score is a way to reach out to the customers and know-how content and satisfied they are. Good customer experience can help your brand grow and has an impact on the agents’ overall performance.
Transfer rate is the percentage of inbound calls that agents end up transferring to another team member or department.
10.Time Lost Due to Technology Issues
Technology doesn’t always work the way we want it to. As a manager, it is important to understand the amount of downtime that has occurred, and it is crucial to be able to identify the causes of this lost time. This particular metric gives managers and call teams insight into total downtime due to technical issues.
The Agent Utilization metric gives call managers a view into the total share of time that call agents are engaging in calls to are working on call-related work. While monitored alongside a target value, this metric helps managers see how productive their team is in relation to set goals.
12.Revenue per Successful Call
The Revenue per Successful Call metric lets your team know just how much revenue they are bringing into the company for a single successful call. This metric helps managers plan expected revenue with set targets and current progress, while also giving them a view into how valuable an effective call can be for the team.
Improve customer satisfaction with these outbound call center metrics
A positive customer experience is paramount to the health of any company.
12 Outbound call center metrics mentioned above can provide the bigger-picture insights. Track these figures to identify areas of improvement and boost customer satisfaction.