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Service Level. This is the number of calls answered within a given amount of time. For instance, a goal of answering% of calls within seconds will give a service level target of/. Setting an appropriate target for Service Level is important and should keep factors such as customer expectation, business needs, and call type in mind. Benefit: Direct insight into the level of customer service provided.
1. Cost per Contact. This call center KPI measures the total cost per contact and will include details such as recurring calls and average handle time. Make sure to note which costs are included in the call, and whether you have any shared resources. Benefit: Determine your costs per agent to judge performance.
2. Average Handle Time. This call center metric takes into consideration the time interacting with customers and time processing that call, such as completing after call reports. Average Handle Time can provide a powerful indicator for call efficiency, agent efficiency, and customer satisfaction. Benefit: Determine and benchmark how agents are spending time on a call.
3. First Call Resolution. This is the amount of contacts that are resolved in the first call. This metric is useful gaining insight into customer satisfaction and agent efficiency. On that note, calculating FCR can be tricky depending on the time frame used, for instance hours, as some customers may call beyond that time frame. Benefit: A high FCR equals increased customer satisfaction and reduced operating costs.
4. Call Quality. This is a rating or scoring metric that provides insight into how well individual agents deal with a customer. It can also provide a holistic view of your call center's level of customer service. Monitoring this metric requires setting up some criteria such as the length of call, whether a resolution was found (FCR), and how the call is ended.Benefit: Determine how well each agent is performing and drill down to see which criteria an agent does
5. Abandon Rate. The number of callers that hang–up before connecting to an agent. Abandon rates are closely tied to how quickly call center agents answer calls. This metric does not include callers who receive a busy signal, however, might include a small percentage of callers who dialed the wrong number. Benefit: Determine which agents are not answering calls in a timely way and overall call center capacity.
6. Turnover. This is the rate in which employees leave the call center. This metric is not as straight–forward as you may think. A high attrition rate is a negative because that means you have to spend more on training. An overly low attrition rate, while in many regards a positive, may also result in increased costs for salary and vacation time. Also, take note of the reasons for leaving, including poor performance, internal promotion, or leaving on own accord. Benefit: Keep on top of attrition rate to lower training costs, and improve call quality levels.
7. Occupancy. This is the amount of time that agents are handling contacts against the amount of time they are being logged in and ready to take calls. This metric is especially important for inbound call centers. For example, a% occupancy means that agents only spend% of their time waiting for a call. Determining optimal occupancy will improve resource allocation and ensure that agents aren't bored or overworked. Benefit: Determine the optimal amount of staff to keep in call center to reduce costs.
8. Adherence. This is how well an agents work within their predetermined schedule. For instance, how much in–office time is a spent handling call While this metric is similar to occupancy, this metric is more concerned with individual performance, rather than how well staff are scheduled. Benefit: Determine how well individual agents are spending their time at work.
9. Conversion Rate. This is the ratio of calls that ended in a converted state – in adherence to the call center's goals. For example, agents create a conversion if they take a previously negative individual and address their concerns so that they become a customer. Benefit: Determine how well each agent is performing against call center goal.
. Customer satisfaction: This is how the customer thinks or feels about the service you provide and how much he satisfied with your service
