Enhancing customer satisfaction and providing comfort is the key purpose of any call center. These factors can decide the progress or downfall of any company. Estimating the completion of objects begins with setting a call center KPI (key performance indicators). The call center of any company is usually the frontline of the client’s experience. Most of the time, this is the only personal interaction customers have with the company. Therefore, it is necessary to continuously measure the call center KPI combined with customer satisfaction to correctly evaluate the performance of your company.
Contact center KPIs must be a measurable unit that supervisors and administrators can view systematically.
The significance of examining contact center KPIs for evaluating the performance and productivity of call centers is apparent. KPI call center assists you in enhancing the level of productivity, efficiency, overall performance, and customer experiences. But not all KPIs are effective indicators of consumer satisfaction as others.
Essential call center KPIs indicate your center’s requirements and objects.
1. Average Handle Time
It is the average time that a call center takes for a customer support representative to make one transaction. This call center KPI normally begins from the moment a client initiates the call and covers any time on hold and steps that follow the call or communication until the operator can begin the next call.
AHT is a prime determinant to decide the level of operators of the call center. Knowing the average handle time helps supervisors program their operator’s time.
Applying mechanisms that simplify complex conversations can reduce the average time, enhance significant cost savings and workforce efficiency.
2. Percentage of Blocked calls
One of the most annoying aspects while connecting to a call center is getting a busy signal. The client is calling you because they need assistance, and the last thing they want to take is to receive a busy tone.
Getting an unavailable signal is the result of no available operator, or the current software can’t handle the number of calls. Upgradation of the call center software can help your operators to manage higher volumes of calls. On the other hand, high-level training of operators who struggle with overwhelming call lines can enhance productivity.
3. Business Drivers
This KPI is the core element of your organization. This KPI usually merges with an automatic call distributor (ACD) information. They cover the following areas:
- Sales conversion rates
- Cost per call
- Cross-selling data
- Revenue per call and more.
Combining this information with statistics and client relation info management software is an excellent approach to align business drivers and other call center KPIs.
4. Workforce Management
Workforce management (WFM) solution helps you to analyze past data against actual data, measure your estimate versus the real call capacity, operator timing as per their plans, and more. These contact center KPIs are crucial to run your top-tier call representatives team.
5. First Response Time (FRT)
According to many customers, the most significant thing they observe in a company is whether or not they value their time. The first response time indicator is the most important KPI. Nobody wants to waste their valuable time. Make sure that call center operators manage calls instantly as it will have a lasting impact on customers.
6. Quality Assurance Metrics
Supervisors can use this KPI to estimate call quality indicators. Operator performance is the core to measure the quality of the call, including how fast they fix problems, how certain they are in recording call data, and how quickly and effectively they move from one call to the other.
7. Sales Per Agent
This indicator helps you to record transactions and calls to estimate purchases per agent. Supervisors can apply this metric to tweak objectives and enhance overall sales performance.
8. Revenue Per Successful Call
This KPI allows you to estimate production of revenue per successful call. According to supervisors, this indicator helps generate expected revenue reports. It also enables them to set objectives according to current growth info.
9. After Call Work Time
Measurement of post-call work helps to decide the allocation of time to the call operator to finish the job. Minimum after-call work helps to make sure the operator is using as much time as possible handling customer calls and not wasting his time in managing post-call jobs.
10. Call Arrival Rate
This KPI will include the number of call requests that come every day. It will cover information of at least the last 30 days. You will be able to quickly follow patterns with this metric and enable you to create better call operator programs.
11. Call Setup Success Rate
Measurement of the call setup success rate enables managers to have a better idea of successful calls daily. This permits them to allot supplies properly to make sure to have a large number of successful call connections set up rate.
12. Longest Call Hold
Most extended call hold KPI helps call center supervisors to identify from where the longest call hold times are arising. Changes to call operator plans can minimize call hold times.
13. Average Call Length
You will require to accurately alter this KPI as per the goods and assistance your company provides. The average call duration varies considerably from one call center to another.
14. Average Age of Query
This KPI estimates how long the average query remains unresolved in the introductory call. It is better to have a lower average age of the query for better ranking.
15. First Call Resolution
First call resolution (FCR) is the situation where the customer’s queries and purpose for the call are accomplished in the first call itself, without transferring the call or making a request of call back.
This call center KPI helps to improve efficiency. Clients have an obvious hope of having the resolution of their queries in the first call. This allows you to perform well and meet the requirements of your clients in the first call.
16. Net Promoter Score
This KPI helps to estimate the credibility and experience of a customer. It’s a unique way of measuring client satisfaction. NPS often relies on the response to this question: “How possible is it that you would suggest this operator or corporation to a friend or co-worker?”
This enables you to collect important feedback from clients associating with the interactions they had with your call center.
17. Customer Satisfaction
This is a measure of how goods and services of a corporation match or exceed customer expectations. CSAT is a chief indicator of credibility and long-term return from a client. The main purpose of measuring CSAT scores is to gain familiarity with the factors affecting the call center adversely or positively.
18. Customer Effort Score
This score helps to measure customer satisfaction and an indicator of credibility. This score is measured by asking this question, “How simple was it to discuss the purpose of your call?” Score it within a range from 1 – 5 from Tough to Simple.