It is quite easy for companies to feel like they have the best call center in the world, but can they prove it? The vast majority of companies, are actually, struggling to make this happen. As a quick reminder, call centers are a vital component of customer service teams that are routinely measured and evaluated.
Customer service managers tasked with the responsibility of overseeing the call centers closely monitor different trends and patterns and look for information that can be leveraged in improving customer experience.
For things to work in their favor, they count on a range of key performance indicators (KPIs) that measure different aspects of the call center. In this article, we take you through the common call center key performance metrics to measure your customer service.
Call Availability
Call availability helps define how often your representatives are available to take calls and how long they take to resolve issues. This metric provides management with a clear indication of whether or not the sales adhere to their schedule. When a rep’s call availability is low, then managers can simply investigate their call records and see if it was a busy day or if the rep was absent.
Abandon Rate
Abandon rate is simply the percentage of calls that are dropped or terminated by the consumer. This metric tells customer service teams how satisfied their customers are with wait times and call experiences. Call centers can also count on this metric to determine if their calling systems are out of date.
In the event that customer satisfaction is high, but so is abandoning rate, it could be a clear sign that your call system may be inadvertently dropping call. Therefore, you need to resolve these types of issues quickly considering dropped calls can negatively influence the customer experience.
In Conclusion
Other important call center key performance metrics companies should track include the average handling rate, service level, First-Call resolution, and contact quality. Make sure you fully understand how these different metrics affect your business, after which you can start tracking them.