When managing a call centre, you need to know the most effective ways to measure your agent’s performance, productivity and how well they’re satisfying your customers. Metrics provide a reliable method of tracking key performance indicators (KPIs) and will aid in steering your agents to achieve a common goal for the business. There are many metrics you can use to measure your call centre’s performance, however, some are more important and provide more informative data for you to interpret and implement change accordingly. Here are the top 7 metrics you should consider using to measure your call centre performance. Related Article: Performance Management – 8 Tips To Boost Your Call Centre
This is one of the most important measures of performance in your call centre. You want to provide the best customer experience possible otherwise it’s likely your customers may look elsewhere and buy from your competitor instead of you!
After-call customer surveys – A post-call survey or follow-up email survey asks customers to rate their recent interaction with your call centre. The advantages of using this form of satisfaction rating is that they are relatively easy to get up and running, it is low cost and it requires no extra data from the customer. However, there are a couple of disadvantages which may make you rethink whether after-call customer surveys are the best option. The cons are that surveys:
Using Customer Satisfaction (CSAT) metrics to measure customer satisfaction will be highly beneficial to ensure your customer receives a good experience and your call centre is likely to become more efficient and profitable.
As mentioned above, First-Call Resolution (FCR) is a popular and widely used KPI that influences the customer’s experience. FCR measures agent productivity and effectiveness by calculating the percentage of incoming calls that are resolved entirely on the first instance. If a customer has to call back numerous times or is handled by too many agents, it will decrease your FCR and customer satisfaction rates.
Related Article: 13 Methods for Increasing Employee Engagement Using First-Call Resolution (FCR) to measure how well your call centre is performing will be beneficial to the bottom line as well as ensuring your employees are engaged.
Average handle time or AHT is another one of the most important metrics used to measure your call centres’ performance and productivity. AHT is the average time spent on the phone call from when the agent picks up to when the agent disconnects the call with the customer. Call centre managers take careful consideration and aim to decrease the AHT due to direct link this metric has to decreasing costs and increasing profitability. It is important to measure not just how long the agent spent with the customer but also how short the call may be. If the call is too short it may mean the customer has not received enough assistance about the product or service. Monitoring the call quality is how you can discover whether your agents are delivering the right amount of assistance to your customers.
Using AHT to measure how well your agents are providing assistance to your customers is a crucial metric when assessing your call centres performance.
When measuring the productivity of your call centre, one of the best metrics to measure the performance of your agents is the average speed of answer or ASA. ASA is calculated by dividing Total Wait Time for all Answered Calls by Total Number of Answered Calls. The lower the ASA, the less time customers spend waiting for their calls to be answered. It is crucial to have a lower ASA because it also lowers the occurrence of the Abandonment Rate and increases the CSAT scores.
Average Speed of Answer (ASA) is an essential call centre metric because it fundamentally is about getting a customer’s issues resolved as quickly as possible. Your ASA target should be aligned to your operational and strategic goals. Are your targets working towards achieving these goals or are they unaligned?
Shinkage is a commonly used metric to measure the time an agent is not contributing towards workload. Shrinkage impacts the overall efficiency of a call centre and needs to be continually monitored and measured to ensure shrinkage can be reduced where possible. Shrinkage can be calculated by summing the total paid time in an activity not contributing towards workload divided by the total paid time.
Related Article: 13 Methods for Increasing Employee Engagement Because call centre shrinkage directly impacts the productivity of your call centre it is imperative to monitor the rate on a regular basis so that the call centre can reach the business goals of the company.
Employee Attrition Rate or Turnover is a commonly used measure that tracks the number of people that leave your contact centre. There are two types of turnover: staff choosing to leave and staff being asked to leave.
High turnover is fairly common in the call centre industry however there are ways to help mitigate some of the issues surrounding why an employee leaves a job.
Your employee attrition rate directly impacts the profitability of your call centre because it is expensive to hire and train new employees. Understanding why your turnover rate is high or low is an important metric when managing any call centre.
Abandonment Rate is the number of customer calls that hang-up before they get connected to an agent. The Abandonment Rate is calculated by dividing Abandoned Calls by Total Offered Calls. A lower abandon rate indicates a faster rate of answering the call. Abandonment Rate is linked to ASA.
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