Call Center Metrics: A Complete Guide
One of the top priorities of call center administrators is managing and monitoring agent productivity. This involves tracking several factors, including:
- Average call times
- The number of requests and queries agents attend to
- Whether customers are pleased with the quality of service they deliver
These factors are known as call center metrics.
Call center metrics are indices that show how call center agents perform in various aspects of their work. Taken together, they present administrators with a bird’s-eye view of staff productivity over time. They also reveal areas where improvements are needed.
What Is Call Center Reporting?
Once collected, share your metrics with agents and administrators via call center reporting. Collect call center metrics and display them as easy-to-understand reports. The reports should answer questions like:
- Do call center agents work according to their scripts?
- Do customers feel satisfied at the end of conversations?
- Do you need more agents to take on calls?
- How long do customers spend waiting before an agent takes their call?
Give agents access to reports that answer these questions. This way, they see the aspects of their work that need improvement and make the necessary changes.
Top Call Center Metrics to Track
To improve customer satisfaction ratings, your call center monitoring initiatives should include:
1. Overall Customer Satisfaction Surveys
Customer satisfaction surveys provide insights into how customers perceive the quality of the service you offer. They let you know your customers' needs and challenges, and how successful you are in meeting those needs.
When conducting customer surveys, ask customers how their interactions with agents have been. Find out why they have or haven’t enjoyed your service. The data generated from this process will let you know where you should make changes.
You can assign higher values to positive responses and lower values to negative ones. This makes it easier for you to track changes in the way customers perceive your service over time.
2. First Call Resolution
First call resolution (FCR) refers to your agents’ ability to resolve callers’ issues the first time they call. This also means not having to transfer them to someone else or doing a follow up later.
FCR as a metric is relevant in two ways. First, higher first call rates mean greater customer satisfaction and loyalty. That’s because customers know they will get prompt and clear answers to their questions. It is also a measure of your agents’ efficiency at their jobs.
You can collect FCR data by asking questions at the end of the call. You may also conduct a customer survey or check the number of times agents had to do a transfer or follow-up.
3. Average Response Time
Does it take your customers too long to reach an agent? If your call center is unable to route calls to agents fast enough, customers may get frustrated and take their business elsewhere. If this problem persists, it could impact caller traffic into your center and shrink your revenue.
You could solve this problem by identifying what’s hindering calls from reaching agents and fixing those issues. You could also provide callers with more self-service options. But if the issue is the result of expanding call volumes, it’s time to expand the capacity of your call center and hire more agents.
4. Call Abandonment Rates
Call abandonment rate is the percentage of inbound calls in which the caller hangs up before they reach an agent. It’s calculated by dividing the total number of abandoned calls by the number of inbound calls.
Call abandonment rates coincide with response times. The longer it takes to reach an agent, the higher the chance of the call being dropped. High call abandonment rates can equate to falling revenues and a declining customer base.
5. Overall Call Volumes
By measuring call volumes over time (weekly or monthly), call centers can detect patterns in the number of calls they receive. In response, they can assign personnel and resources to match peak demand periods.
6. Call Quality
Call quality measures the effectiveness of your agents’ conversations with customers. Calls are of high quality if they are courteous, considerate, patient and solve the problems raised by the caller. They also leave the customer feeling more satisfied.
7. Call Center Staff Satisfaction
For most people, direct engagement with your organization will begin and end as interactions with your agents. You expect your staff to be professional all the time. But their performance will be affected by how satisfied they are working for you.
You can measure your staff’s satisfaction levels by conducting regular surveys. Ask whether they are happy with their work environment, equipment and interpersonal interactions. Responses can be values on a scale so it’s easier to track changes in their demeanor over time.
To track and understand these metrics, administrators need a robust call center software with the following capabilities:
- Call center reporting software
- Call center analytics
- Interactive dashboards
How Call Center Reporting Software Can Help
Modern call centers need specialized software to capture and report crucial metrics. There are several options to choose from. But companies derive more value from cloud-based call center software with built-in reporting features.
Here are some of the benefits of deploying such software:
1. Monitor Compliance
Call center agents should adhere to internal rules and industry regulations that govern customer data, nuisance calls and hearing issues.
Call center reporting software analyzes every call to determine if agents abide by these rules. It records calls so that they can be played back and analyzed later. With a call-barging function, you can even listen to conversations in real time.
2. Measure Customer Experience
You can use this tool to collect data on the following customer experience metrics:
- Net promoter score (NPS): The likelihood that the customer will recommend your service to someone else
- Customer satisfaction (CSAT): How the customer rates their experience with your service. This may range from “very satisfied” to “very dissatisfied”
- Customer effort score (CES): How much effort the customer had to put in to sort out their issues
3. Identify Top Performers
Data collated by call center reporting software can identify your best-performing agents. Do this by creating and implementing assessment criteria. Develop a performance scorecard based on your company’s rules and KPIs.
4. Collect FCR Data
Run post-call customer surveys to find out whether customer issues had been resolved. Ask customers if it took them more than one call to resolve the issues.
Surveys alone may not give you all the first call resolution data you require. Combine survey data with information obtained from monitoring each customer’s call. Then, see whether customers have called in more than once for the same issue.
5. Adaptable and Scalable
Cloud-based call center software allows you to scale as the volume of your call center workloads increases or decreases. This ensures continuous monitoring and reporting, even when there’s a surge in the volume of calls coming in.
6. Remote Work-Friendly
Your agents and administrators don’t have to be present at the office to access cloud-based call center software. They can do so remotely if they have the right equipment and high-speed internet access. This means you can set up virtual call centers. Your agents can work in multiple locations and still maintain high-quality service across the board.
How Call Center Analytics Improves Performance
Call center analytics captures customer interactions and converts them into data for analysis. It scores interactions according to various criteria such as sentiment, compliance, performance, quality, etc.
This helps to improve the performance of your call center in the following ways:
1. Monitoring and Automation
Call center analytics allows you to detect communication challenges before they become major problems. It identifies the patterns that run through captured conversations. Machine learning and artificial intelligence can then work with these patterns to predict how issues that recur during calls could escalate.
Analytics tools can also automate certain tasks. For example, they could automatically screen calls for specific words as part of a quality assurance assessment exercise.
2. Interaction Analytics
Speech analytics relies on natural language processing (NLP) and tone detection technologies to determine customers’ emotions and needs. This may prove crucial in instances when customers end a call because they’re too frustrated to continue engaging with an agent. Regular metrics will record the interaction as successful, while the caller’s problem remains unresolved.
3. Fraud Prediction
Fraudsters could steal customers’ information by impersonating them over the phone. Analytics offers multiple lines of defense against identity theft and other fraudulent actions. First, they ensure that your agents follow proper procedures when interacting with callers. They also provide insights into unusual activities that signal an attempt at data theft.
Call Center Dashboards: What They Are and Why Use One
A call center metrics dashboard helps to visually and graphically represent call center analytics and performance metrics. They provide you with an accurate idea of historical and current activity across the call center. This then allows you to make better and faster data-driven decisions.
Dashboards also let you see who your agents are interacting with. They see to it that callers are attended to by the right departments. They let you manage your call center from remote locations. Plus, you receive alerts when key metrics are not being met.
Call center dashboards help improve customer service in various ways:
1. Identifies Trends and Patterns
Call center dashboards report data over a long period and plot these data as graphs. Graphs then make it easier to spot the general direction of your key metrics and pinpoint trends and patterns.
2. Allows Better Focus
Making sense of the large reams of data your call center metrics analytics and reporting tools collect is almost impossible. Dashboards distill those numbers into reports that you can easily understand. They also allow you easy access to those that are most relevant to your objectives.
3. Stay on Top of Performance
A call center dashboard puts all the key performance indicators (KPIs) in front of you, so you can tell whether your organization is meeting its targets. You can measure agent performance, view dropped calls and spot operational aspects that may need improvement.
4. Get a Visual Picture of the Customer Journey
You can get a good picture of your callers’ journey by combining details from reporting and analytics. Determine their reason for calling with predictive analytics. Plot their path through your organization by looking at how their calls have been transferred across departments.
5. Maximize Customer Experience
Businesses communicate with their customers through several channels. These include SMS, email, live chat, social media and more. With call center dashboards, you can simultaneously monitor interaction on all these channels. Plus, you can streamline customer experience so it maintains the same quality across all contact points.
Prioritizing Quality With the Right Call Center Software
Your customers will want your agents to resolve their issues as quickly as possible. They will also expect prompt, courteous and patient service from your staff. If they don’t experience these things with your call center, they could turn to some other service provider. Your revenues could slide as a result.
You can avoid this by monitoring, recording and analyzing calls. Attend to any quality issues you spot as soon as you can. Let your staff know what your metrics and KPIs are, how they can manage time on calls and how to assess themselves. Evaluate the performance of agents and processes. Take action to fix deficiencies when you find them.
Call center data analysis allows administrators access to the right data and reports. As such, it’s easier for them to assess customers' experiences and satisfaction rates. Ascertain whether your call center is achieving its primary objective and delivering improved business outcomes. Do this by leveraging cloud-based call center software with the right reporting and analytics features.
8x8’s call center software creates real-time snapshots of caller activity in your organization. It generates the insights you need to improve agent productivity and customer engagement. With 8x8, you can leverage the caller data at your disposal to improve your processes and drive sustained growth for your organization.