Evaluating call centers' performance is vital for every company, and various key performance indicators or KPIs help a call center manager in doing so. The KPIs aid in assessing the efficiency of the representatives and the overall accomplishment of a call center.
Although there are many KPIs and call center metrics that you can use to assess the customer success rate, a few significant metrics you should consider during evaluation are given below.
Call Blocked Percentage
The call blocked percentage is an extremely important KPI when it comes to assessing the effectiveness of your call center. It is the percentage of callers that could not get connected with a representative and received a busy tone instead.
The reason for this issue could be that all the call center representatives were busy with another call; therefore, the customers got directed to voicemail, or it could be because the software used by your call center cannot deal with a high call volume.
A blocked call means you missed the opportunity to interact with a customer; therefore, this metric is a vital KPI that you must not ignore
Average Waiting Time
No caller likes to wait in queue for a long time, so to avoid this, you must ensure that the representatives receive the calls within the allotted time. When customers get a quick and efficient response, they become satisfied with your company. The call center managers should keep track of the average time in the queue and reduce it as much as possible, as it will lead to happy and satisfied customers.
Average Speed of Answer
It is the average time taken by a call center representative to answer a call within a specified time frame. The average speed of answer only calculates the time that is taken by the representatives to answer a call while it rings, and not the time that is spent navigating through IVRs. This KPI indicates the efficiency of the call center team.
Average After Call Work Time
A call center representative's work does not finish after a call has ended. The representatives generally spend some time after the call in sending emails, updating the current data, and informing the team. This time period that is used by a representative to complete the formalities after the call is known as after call work time. You should consider adopting ways to reduce this time as much as possible so that the representative can spend more time assisting customers with their concerns.
Average Handle Time
The average handle time is the average time a representative takes from answering a call until disconnecting it. This is an important KPI for call centers because it shows the problem-solving ability of a representative and directs customer satisfaction in the process.
First Call Resolution
This is a KPI that is straightly related to customer satisfaction. First Call Resolution means that a customer's issue is resolved within the first call without any transfer or return call. When a representative decides a customer’s query in the first contact itself, it builds the right image of your company in front of the customer. A lot of call centers believe that first call resolution is the best KPI; therefore, maximum efforts should be made to resolve issues for the first time.
Customer Satisfaction should always be among the foremost KPIs to check the efficiency of the customer service provided. Organizations often conduct various surveys to seek the feedback of the customers so that they can find out the strengths and weaknesses and then work based on the feedback provided.
Agent Absenteeism refers to the days a representative is absent at work apart from the allotted holidays. This absenteeism can have a significant impact on the smooth functioning of the call center because appropriate staff may not be present to handle the calls; therefore, it may cripple the company image. Agent Absenteeism is an important KPI that must be taken care of by enhancing workforce management.
Service Level is the percent of calls that are answered within the specified seconds by a call center representative. This KPI can be accessed by the representative and the call center manager on their respective dashboards, which enable them to make decisions based on the result of this KPI and help in improving the overall efficiency.
Agent Turnover Rate
The agent turnover rate is the percent of call center representatives who leave the call center to join work elsewhere. This turnover rate may impact your company to a great extent as it may hinder customer satisfaction, and lower the team morale. This KPI is another important one that you must consider when evaluating the overall customer success rate of your call center.
Evaluating the call center KPIs frequently ensures a reasonable customer satisfaction rate and improves the efficiency of the representatives. Every call center manager needs to assess the above mentioned KPIs so that a good customer relationship is maintained throughout.