An online retailer store, on the other hand, needs to maintain a high retention rate to secure sustainable commercial success. In this guide, we’ll show you the 27 best contact centre metrics, and how to use these industry standard KPIs to improve agent productivity on your initiatives. Even though you know there’s valuable information in front of you, it’s hard to know where to start if you’re not sure what you’re looking for. NPS can often use different score ranges depending on the industry, so transferring these scores into a percentage is how we can standardize the measurement of customer satisfaction. 5 TOP Outbound Call & Contact Center KPIs and Metrics That … When analyzing call center metrics, try to gather diverse data, including both quantitative and qualitative information. This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. In addition to this, the Top Rated Agent metric will also help you when it comes to incentivizing, rewarding, and recognizing your team, thereby boosting staff morale and engagement. Because if the actions your customer were given don’t work, now they have to call in again… and that’s a major hassle. However, it would have been wiser for your rep to stay on the phone with your customer until the problem was resolved with certainty. § Service level is generally measured for each time interval (e.g., half hour) and often reported on a daily, weekly, or monthly basis. Creating a buffer: having more than enough agents for your predicted demand, which costs more money in the short run but leads to consistently short waiting times for customers, and average waiting times if agents are sick and/or there are many more callers than expected. viewed Customer Satisfaction Levels as their most important metric. It’s the average talk time an agent spends on each customer call. Making this goal clear will help guide your search. Managing Partners: Martin Blumenau, Jakob Rehermann | Trade Register: Berlin-Charlottenburg HRB 144962 B | Tax Identification Number: DE 28 552 2148, News, Insights and Advice for Getting your Data in Shape. A thriving retention rate is the main aim for most businesses, and as such, it should be one of your primary call center metrics. With so many calls coming in each and every day, it can be quite hard to know what’s going on without meaningful metrics. But what’s the best way to use them to analyse your call centre performance? You can also use these numbers in an absolute sense: is your total number of customer support calls going up or down over time? Quality specialists can then measure contact quality for this specific behavior and see if there’s a reason why call lengths are so long. Average Handling Rate (AHR) describes the amount of time that customers spend on each phone call with your team. Call centers use surveying tools like Net Promoter Score (NPS®) to help them quantify customer satisfaction and obtain customer feedback. Or, are you trying to figure out how to best schedule your staff? Gaining a deeper understanding of how much your customer support costs (in terms of percentage) compared to your overall revenue will help you to streamline the running of your call center, making it all the more economical. It can also help call centers determine if their calling systems are out of date. Top 10 Call Center Performance Metrics. Case volume is the number of calls or cases that are taken by a rep during their shift. When working with a call center metrics dashboard, it’s important you analyze KPIs and metrics related to support agent performance on a regular basis. If the score falls between 0-6, your customer is a detractor. An exceptional brand image coupled with a superior satisfaction score will serve to boost your customer retention rates, in turn, boosting the overall success of your business. Phone availability shows you how much time a service rep is spending with customers versus troubleshooting independently. Want more productive phone support? So many modern companies drop the ball when it comes to call center support. Even though there are many call center KPIs to measure operational efficiency, First-Call Resolution is perhaps, one of the few call center metrics that directly impact customer satisfaction. While this particular call center metric is invaluable to any customer-facing organization, for the best results, you should track your Top Performing Agents dashboard over several months before taking any important action. An exceptional brand image coupled with a superior satisfaction score will serve to boost your customer retention rates, in turn, boosting the overall success of your business. - Anon. Average call transfer rate tells you how often a service rep solves an issue without the help of a colleague or specialist. For more information, check out our privacy policy. Stay up to date with the latest marketing, sales, and service tips and news. Was the customer satisfied with the response? Call center metrics vary in standards and importance depending on the industry that the call center belongs to. Phone availability is the percentage of time an agent is available to take calls. Let’s take a look at the 10 business intelligence buzzwords that will be present in the BI world in 2021. Customer satisfaction measures how your customers feel about their experience with your company. This percentage tells customer service teams how satisfied their customers are with wait times and call experiences. 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