We can never downplay the essence of having successful running call centers for your customer service teams that are routinely measured and evaluated. Customer service managers responsible for overseeing the call centers closely monitor different trends and patterns and look for information that can be used to improve customer experience.
To pull this off successfully, they use a range of key performance indicators (KPIs) that measure different aspects of the call center. When viewed together, the call center metrics help businesses determine the effectiveness of their customer service.
While monitoring call center metrics is essential, you need to consider a few things when analyzing your call center. Read on to unearth more!
Customer Satisfaction
Customer satisfaction is responsible for measuring how your customers feel about their experience with your company. Call centers use surveying tools like Net Promoter Score to help them quantify customer satisfaction and obtain customer feedback. This metric will provide your business with a strong indication of whether your customer service offers are effective or not.
Contact Quality
Contact quality is a common call center metric that’s used in almost every industry. This metric is recorded by quality control specialists who analyze random call recordings. These specialists are responsible for evaluating the call center’s representative on things like courtesy and professionalism, how accurate their information is, and how effective they are at capturing customer data. By monitoring contact quality, you can develop a consistent tone and message that reps use on every phone call.
Average Handling Rate
Average Handling Rate (AHR) describes the amount of time that customers spend on each phone call with your team. While the standard for this metric often varies by industry, most call centers tend to reduce the average handling rates as much as they can. Low AHR means that representatives are more efficient and that you need fewer employees to staff your phones.
When monitoring call center metrics, it is essential for you to be fully aware of the different options available before deciding on anything. It is then that you will not leave any stones unturned.
