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Call Center Metrics & KPIs: Industry Standards & How to Improve Your Metrics

If you’re running a call center, it’s important to track key performance indicators (KPIs) to ensure that your operations are running smoothly. This includes monitoring various metrics and measuring against target milestones. 

This article will discuss the most critical call center metrics to track and how to improve.

 

Important Call Center Metrics to Track

Key performance indicators are essential for any business, but they’re crucial for call centers. This is because call centers must manage a high volume of calls and provide excellent customer service. If call center KPIs are not up to par, it can harm the business.

There are many different call center metrics that you can track, but some are more important than others. 

Average Handling Time

This metric measures the average time it takes for a call center agent to handle a call. The goal is to reduce the average handling time so callers can be helped more quickly.

Average Wait Time in Queue

This metric measures the average time callers spend waiting in queue before they are connected to an agent. The goal is to reduce the wait time so callers don’t have to wait long to speak to an agent.

First Contact Resolution

This metric measures the percentage of resolutions on the first call. The goal is to increase the first contact resolution rate so callers don’t have to call back multiple times to resolve their issues.

For example, if a caller has a question about their billing, they should be able to get an answer from the first call. If they have to call back multiple times, it frustrates the customer and reflects poorly on the call center.

Customer Satisfaction Scores

This metric measures how satisfied callers are with the service they receive from the call center. The goal is to increase customer satisfaction scores so callers are happy with their service.

One way to measure customer satisfaction is to use a survey. After each call, you can ask the caller to rate their experience on a scale of 1-5. You can also use other methods, such as Net Promoter Scores (NPS).

Abandonment Rate

Abandonment rate measures the percentage of callers who hang up before they are connected to an agent. The goal is to reduce the abandonment rate so that callers are more likely to stay on the line long enough to speak to an agent.

 

How to Improve Call Center Metrics

There are many ways to improve call center metrics. Consider the following effective methods.

Random Call Recordings

Recording calls randomly can help you identify areas where call center agents need improvement. You can then provide training and coaching so that agents can improve their skills.

Ensure Customer Satisfaction

Providing excellent customer service is the best way to ensure satisfaction. Therefore, call center agents should be friendly, helpful, and knowledgeable. They should also be able to resolve callers’ issues quickly.

Quality Assurance

Conducting quality assurance audits can help you identify areas where call center operations need improvement. Then, you can make changes to improve call quality and call center metrics.

For example, you may find that call center agents are not following scripts. You can then provide training to improve call quality and overall customer satisfaction.

Create Feedback Channels

Creating channels for callers to give feedback (such as surveys) can help you gather data about callers’ experiences. You can then use this data to improve call center operations.

 

Measure & Improve Your Call Center Metrics

Call center metrics are essential for any business that runs a call center. Tracking KPIs can help you identify areas of improvement so that you can make changes to improve your call center’s performance

Implementing the tips above can help improve your call center metrics and provide excellent customer service.