Call Center Kpi Areas To Be Measured To Assure Success

By Author: mike
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To run a call center efficiently, supervisors need to review different KPIs (Key Performance Indicators) along with taking many other steps. Measuring the right KPIs can help supervisors improve efficiency, revenues, productivity, customer satisfaction, etc.
There are many KPIs that supervisors can measure. I will share the major KPIs and areas that a call center must measure to assure success, so let’s begin.
1. Cost KPIs
It is definitely one of the most important areas of KPIs to be measured to be successful. The cost can help supervisors measure the ROI. Below is the list of KPIs that need to be measured by the call centers to assure success:
• Cost per call: It is the total cost spent in handling each call.
• Cost per inbound calls: Usually, call centers don’t use toll free numbers. Therefore, telecom expenses per inbound call are often zero. Therefore, measuring cost per key performance indicators is quite complicated and each call center can have its own formula to measure it. The rule of thumb here is measuring resources spent per call.
2. Customer satisfaction KPIs
For ...
... any call center, measuring customer satisfaction related KPIs is a must. Happy customers assure more business. The best call center solution, experienced agents, everything is to improve customer satisfaction. Therefore, it is necessary to measure all customer satisfaction KPIs, which are listed below:
• Call abandoned rate: It shares how many customers left in frustration because of long call queues or call hold time.
• Average time in call queue: A long time in call queue can fuel up customer dissatisfaction.
• First call resolution rate: It shares how many agents received the resolution to their query in the first call. A higher first call resolution rate indicated more satisfied customers.
• Average call hold time: If the average call hold time is higher, then it means higher customer dissatisfaction.
3. Productivity KPIs
Along with the expenses and customer satisfaction, agent productivity is one of the areas that are very much important for call centers to measure. There are some important KPIs related to agent productivity and performance, which are listed below:
• First call resolution (FCR) rate: It also shows excellent performance and productivity of agents if the FCR rate is higher.
• Average talk time: This means how much time agents invested in talking to the customer. The remaining time can be spent on breaks, other work, etc. Better value of average talk time means better performance and productivity.
• Call wrap up time: This KPI measures the time spent in post call activities like putting a call wrap up ratio or making changes in the records, etc. This has to be as short as possible to increase productivity.
• Agent occupancy rate: This is the time that is spent by the agent on the call or doing post call work instead of being idle and waiting for the next call. This KPI shows the productivity level and call volume. This KPI also helps in measuring the need of the agents to handle the current call volume.
Author Bio
Author works in a company that offers cloud call center solution, call center software, VICIDial customization, call center CRM integration, call center WhatsApp integration, and many other call center solution related services and solutions