To ensure the effectiveness and efficiency of a call center, it is vital to analyze the call center’s Key Performance Indicators (KPIs). Though call center managers, supervisors, or decision-makers are aware of the importance of analyzing call center KPIs, however, they may not be so clear about which call center metrics to measure and track. Here are some of the top call centers KPIs that every call center must analyze to improve their performance and track success. Let’s have a look:
Percentage of Abandonment Calls
Abandonment calls rate is the percentage of calls blocked or missed between the IVR and the moment an agent answers the call. The percentage of calls blocked has a large impact on customer satisfaction. It is usually the percentage of inbound callers that receive a busy tone when they make a call to the call center agents. This is often results due to the following reasons:
– No agents are available to take the calls and no queues configured, or the call queues are full
– The call center software is not efficient enough to handle the call volume
– The routing setup is incorrect
If a call center has low abandonment rates, it generally means that the agents are answering calls quickly, routing is optimized properly and the team is accurately staffed. The percentage of abandonment call rate is an important call center KPI that should never be ignored because even a single blocked call can lead to a missed opportunity to connect with a customer or prospect.
Average Response Time
This is another most important call center KPI. It gives the first impression of your company as to how well you handle your clients when they call your customer service. Therefore, it is important to analyze the Average Speed of Answer (ASA), which is nothing but the average time taken by agents to answer inbound calls. A low ASA usually indicates less waiting time for customers to reach agents and instant solutions for their queries. Whereas, a high ASA could mean a complex call center process, insufficient staff, or too many administrative tasks.
Average Hold Time
As the name suggests, average hold time is the amount of time that a customer is put on hold during a call with a call center agent. Putting customers on hold for a longer period of time may lead to unsatisfied customer experience, stress, and even abandoned calls. If the average hold time is higher, it’s a sign that call center agents are not properly trained, the system is slow, scattered, and unreliable. In order to ensure the caller’s wait time within an acceptable range, call centers must keep track of the average time in the queue.
Level of Service and Customer Satisfaction
Service level can be defined as the percentage of calls answered within a specified timeframe. Calls that are answered within the defined time period are said to meet the service level. Another key KPI is customer satisfaction, which can be acquired from various sources. Using outbound call center software, call centers can analyze customer satisfaction by conducting customer surveys as well as by obtaining quality assurance measurements.
In order to run a call center to its optimum ability, it is vital to take the necessary steps to enhance customer satisfaction levels and reduce call waiting time. Tracking a call center KPIs allows businesses to tackle their areas of improvement or, on the other hand, maintain those that are performing successfully. By analyzing the key KPIs, businesses can reduce running costs, improve staff performance, boost their repute, and achieve better ROI.