If customers are waiting on hold too long, they are likely to abandon calls. For inside sales, it’s a little simpler. You can get an estimate of agent utilization rate by dividing the amount of work performed divided by work capacity. For example, if your. Managers rely on them to keep tabs on day-to-day operations. But these days, having an average call center won’t get you ahead of the competition. Where are they going? Throughout this blog, you will learn the 25 top metrics, or KPIs… Lead requests a call-back/more info (this is your goal for the first call). When this metric is too high, it can mean that agents are taking too long on calls—or taking too much time to pick up new calls. This is why a conversion funnel can be useful in some situations. Consider experimenting with showing different metrics on their home dashboard and see how this impacts call outcomes. Many companies find NPS appealing because it relies on a simple question: “How likely is it that you would recommend [company X] to a friend or colleague?”, Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6), (Read more about NPS: How to Calculate NPS Using Journey Analytics). Suite 904, Level 9 By having managers benchmark and establish the call center KPI’s (key performance indicators) worth tracking for their team. It measures how easy and intuitive your self-service functionality (like your IVR, app or website) is to use. }); hbspt.enqueueForm({ The first approach includes all calls received and produces a lower FCR. If you have a metric and you don’t find it all that useful (meaning, you never use it), don’t be afraid to chuck it out! We’ll be in touch to schedule a no-obligation contactSPACE demo. }); COPYRIGHT © 2020 CONTACTSPACE. You can use this metric to find out when people are using your contact centre. Call centers should also score email as well as any other form of customer interaction The QA specialist can also review the call with the agent as a coaching session to make improvements. 30 call center metrics and KPIs … Customers’ initial contact with a call center has a strong influence on customer perceptions. It’s not the easiest task, but the right mix of call center metrics … It looks at whether the user had their question answered, the professionalism of the agent, and whether their data was entered/captured correctly. It acts as a broad, macro-level metric which gives you a nice and simple overview of how your day/week/initiative’s calls are going. All reports are from the world’s largest and most respected database of contact center metrics. In other instances, new processes or work tools may be valuable. The following article lists and describes the top 12 call center KPIs to track for success along with the global best practices and industry … Typical responses range from very low effort to very high effort. By deploying reliable call center analytics software, … It does, however, depend on call center … Unfortunately, most call centers need to overcome most customer’s expectation that they will receive less-than-stellar customer service. Example: if you are trying to improve your call center’s first call resolution (FCR), you can use the IFC’s global metric of 70% - 75% as a benchmark … Also, businesses can use this KPI to assess staffing requirements to handle callbacks, improving overall efficiency. This metric provides insight into the average length of calls in a given period. If you’re in telemarketing, you might simply want to make a sale on the first call. Percentage of callers who pressed 0 during the IVR to get an agent. These reports are priced at $2,995. To track this call center … You might just conclude that the user was having a bad day – it happens! Repeat call rate is closely related to First Call Resolutions and helps companies understand the recurrence of certain issues, i.e. To define this target, think about your needs as an organisation and as a contact centre. If this still doesn’t help, consider refining your agents’ workflows. hbspt.forms.create({ By tracking these KPIs, customer service executives can identify peak periods, assess shifting contact center trends, and forecast staffing needs. Just make sure your agents are actually taking the time to rate every call! Depending on their size, businesses may assess the number of calls received by the day, hour, or minute: Every business needs to monitor the times when the highest volumes of incoming traffic arrive. AUSTRALIA. Your remuneration isn’t good enough (are your best people leaving? For customer service call centres, this is pretty straightforward. If your figure isn’t to your liking, adjust your staff schedules and check in on it again next month. Remember to change your target level based on your initiative – some campaigns/calls are more important than others. Often, agents need to complete some wrap-up work after a customer call. But, with customer expectations shifting each year, the demand to keep up only grows. Next, measure their performance in terms of goals like sales and the resolution of customer issues. Don’t get too caught up on cost though – consider the client’s needs as well as your expenses. At times, some motivation and coaching are all agents need to improve this metric. This is more of a method, rather than a specific KPI. Now let’s get into these metrics! By tracking this metric over time, you can determine average handle times for various types of calls—and set a benchmark for your agents. Service level is a ratio measurement used to measure how quickly calls are picked up. CES can be measured on a five-point or a seven-point scale. Many companies find it helpful to analyze the various types of calls they receive. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI. Having twenty people working together without knowing what each other are doing can be quite unhelpful. And how you engage with them shows whether you value their business. The Average Age of Query measures the length of time unresolved queries stay open if not resolved on the first attempt. Operational managers may watch this KPI daily, while executives look at trends over time. But here we’ll let you in on a little industry secret: how you can use these KPIs to improve agent and contact centre performance. Importantly, customers show more willingness to wait on hold for technical support than for a sales transaction. Were your agents given leads of a comparable quality? Measuring thousands of metrics is all well and good. Draw up a mind-map of all the common issues customers have on a massive whiteboard. Abandoning a call can cause immense frustration for customers and make them lose faith in your company. Since waiting on hold is a proven customer pain point, companies must take steps to remedy this pervasive problem. Customer provides details of their problem. Measuring the quality of an actual conversation can prove difficult. 1 Chandos Street The industry standard is this: anything lower than around 75% risks agent boredom, resulting in less-engaged calls. At times, agents may need to put a caller on hold to speak with a supervisor or access information about the customer. If someone quits, you’ll need to find a person to replace them, and then of course you’ll have to train them and get them working effectively with your team. So if an agent works six hours of an eight hour day, the agent utilization rate would be 75%. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. Now you know your cost per call/minute of calling, the next step (for an outbound operation) is to work out what each call is bringing in. For inbound calls, you’ll save more time by fixing the customer’s issue the first time, rather than forcing them to call back 3-4 times. If you operate from 9-5 and you go down for 5 seconds at 3AM, it’s probably not worth calling up your contact centre provider, unless it’s happening often and you’re worried it’ll begin occurring during business hours. problems that did not get resolved in the first call. Try them out on a few calls and see what works. Firstly, the cost of employing so many agents wouldn’t be worth the improvement in response time. With this critical metric, organizations can assess how long it takes for agents to answer a waiting call. Benchmarking against call center KPIs … Although it is sometimes difficult to pinpoint industry level benchmarks, the International Financial Corporation (IFC) has compiled a list of global metrics for the most call center KPIs. formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", CSAT scores are often expressed on a scale of 0 to 100 percent. Calculate your occupancy rate for a specific period with the following formula: You’ll get a percentage figure, like 85%. KPI’s for Support teams; KPI’s for Sales-driven teams; KPI… Responses can vary from ‘Highly satisfied’ to ‘Highly unsatisfied’. AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548, First-call resolution rates (more on this below). This KPI measures how long the agent isn’t managing contacts – meaning they’re not available for calls, not wrapping, and not previewing a new call. Therefore, use pre/post-threshold abandonment measurements. To find this measure, simply divide revenue/number of calls made. Figure out which groups of employees work well together. It’s pretty clear why this is important: if customers aren’t satisfied with your support, they’re much more likely to switch to a competitor. If a first-call resolution isn’t possible, give them a call back from the same agent, preferably on the same day. It starts as soon as the agent picks up the call and ends when they disconnect. Executives may need to track fewer call center KPIs, but need insight into critical performance trends. You can use: Poor customer satisfaction can have a number of causes. There are two ways to measure your cost per call: Or you can use monthly figures if you like. CSAT is measured at the end of a customer survey, using a five-point scale. What’s more important than keeping your customers satisfied? Also consider how meaningful the downtime is. In response to declining caller satisfaction, have a look at your agent KPIs. Your call center agents can thus improve the way they handle all customer tickets. They can understand the typical milestones in customers’ journeys and understand how call centers play a role. However, what is often not clear is which call metrics should be measured and what the industry standards are. And managers can discern whether their staff allocation aligns with contact types. They keep a close watch on call center KPIs but always seek to understand data through the lens of the overall customer journey. You’ve probably heard of many of these metrics before. Alternatively, this metric can be used to better assess the quality of your data (for outbound calls). If you’re measuring more than 20-30 different KPIs, and you don’t have an in-house data analytics team, you might need to cut back a little. If too many calls are on hold, you can coach agents to work more efficiently to reduce the call backlog. By contact load, we mean the number of calls your agents make/receive on a specific day. Call Center KPI Descriptions . Then, analyse what the reoccurring problems are with your product and then work with IT/operations to resolve it. They also have responsibility for handling inquiries that come in through online and mobile channels. However, for a more accurate calculation, you need to factor in variables such as breaks, lunches, training, and vacation and sick days. You can make the threshold a set number of seconds (normally 10-15 is good) after the call is connected to make sure it’s the real deal. An old favourite that looks at the percentage of customers that are happy. If you begin going offline more often that you should be (ie, more than your software provider said you should be in the contract), then you should be calling them up and giving them an earful. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Multiple transfers cause even greater frustration. Measuring downtime is critical because often you won’t notice your system going offline. Both are used in contact centers, so you must choose the right approach that works for your team and make sure everyone understands your FCR parameters. Under this model, five one-minute calls in which only part of the customer’s problem was solved are more valuable than a single five-minute call that completely resolved the client’s issue. Creating templates for routine actions or eliminating unnecessary steps could help in this situation. Customer goes away to try and solve their problem – will be called back later. CES asks customers to evaluate how much effort they had to put in to get their issue resolved. Then, you can either reinforce what the agent did well, or fix what could be improved. When you see agents who routinely exceed this threshold, you may need to determine if they have all the skills and tools they need. Remember though, lower isn’t necessarily better past a certain point – your agents need to have time to prepare for and wrap calls! An uptick in wrap/preview time could indicate that agents are growing bored, in which case it could be worth introducing incentives to improve performance. Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. Percentage of callers who abandoned in the IVR but did not call back. Voice analytics is the new industry standard in contact centre performance improvement. Benchmarking Against Call Center KPIs. portalId: "2195310", Subscribe to get new posts delivered weekly to your inbox. Customer loyalty – do those who have more calls logged tend to stay with you for more or less time? Tracking repeat call rate can help your company determine and resolve commonly recurring issues that customers face. Here are some ways to track contact quality: Once you’ve got an idea of contact quality, you can rework your scripts and/or have another look at your agent training processes. Monitoring key performance indicators (KPI) helps your managers pinpoint the areas that need improvement. Your organization needs to decide on a standard approach for measuring this crucial KPI. With this KPI, you can forecast staffing needs and prepare your team for peak periods. If you’re doing outbound, could you get more qualified leads or “hot data”? This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track. It’s basically another way of measuring customer effort. However, it may give you a better picture of how well your team is doing with issue resolution on any given day or week. Inappropriate management methods. Here we’ll share the latest & greatest contact centre industry news, tips and tricks, and advice to help you improve your team’s performance. Customer satisfaction can be measured through after-call surveys that include Net Promoter Score (NPS) and Customer Effort Score (CES). Does a new, more integrated office layout for example improve teamwork and hence the profitability of the calls you’re making? This KPI includes all the calls touched by agents in a specific time frame but it usually does not include abandoned calls. Get a baseline reading and compare the ROI of your calls from month to month. If your revenue per call increases, this obviously means you’re doing something right. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. But what’s the best way to use them to analyse your call centre performance? Fortunately, you can bump up team performance by optimizing relevant call center metrics. With the right mix of call center KPIs, you can ensure that your organization is maximizing operational efficiency, while never losing sight of customer expectations. This can be achieved through communications, self-service options, and agent training. On a strategic level, voice analytics can allow you to build better customer service/sales/fundraising strategies. Upgrading your software/hardware capacity during peak periods of the year (super-easy with a cloud-based solution!). For example, did switching to contactSPACE’s intuitive interfaces motivate your agents to make more calls? It is the average number of calls that were disconnected before the caller was routed to an agent. Keeping watch on proven customer experience call center metrics can help you determine if your call center operation is living up to customer expectations. What’s creating pauses in the conversation – is your agent flat-footed, or are they unable to access the information they need in a timely manner? Metrics provide a way for you to monitor this data, and dashboards help you keep it all in one place! It could indicate that you’re clearing out the dead wood, and (hopefully) replacing poor performers with more engaged employees. Is your sample space large enough? If your can keep your profit per call pretty steady (at a reasonable rate) while increasing your number of agents, it obviously makes more sense to get more leads and scale up the number of calls you’re making. Again, you want to set benchmarks, change other strategies in your initiatives, and then measure these metrics again. Agents constantly leaving your team is obviously an issue. Remember, there’s a few ways of defining downtime. When schedule adherence is high, that means you agents are focusing most of their energy on addressing customer issues. First contact resolution (FCR) is a measure of whether customers’ problems are being resolved the first time they reach out to your organization. Instead, measure first-call resolution. As the name implies, this is a method of measuring what it actually costs you to make a single call. Instead of identifying what the problems with your product are, get your agents to record what the most common hesitations are that customers have towards progressing in your conversion funnel. Next, you can begin providing individualised advice to specific employees and rewarding those who do an awesome job. From this, you can figure out what you can do to prevent this happening again in the future. Web/app analytics (using tools like Google Analytics): are users progressing through your online support process? You can use metrics from this category to gain a view into the critical period between initiation of contact and being addressed by an agent. Calculating plain cost-per-call can be deceptive. Understanding how many calls your agents answer per hour is a good measure of productivity. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. This is another KPI which is useful for measuring how your contact centre responds to strategic/tactical change. Plus, voice analytics can allow you to uncover the quickest and most effective methods of extracting the information from your client that you need to solve their problem. As a general rule, an abandonment rate of less than five percent is considered acceptable, but anything above that level signals a problem. For many contact centres, you really want your agents to work well as a team. annual operating costs/annual minutes in-call. For example, introduce some call centre games. You can look at what specific team members are saying, allowing you to deliver individualised guidance and training. At times, agents may need to connect customers with a supervisor to work through an issue—while other transfers direct customers to other departments. ALL RIGHTS RESERVED. target: "#hbspt-form-1608119507000-4743000658", But what’s the best way to use them to analyse your call centre performance? Customer service is changing, and with it, so is call center industry. Measuring thousands of metrics is all well and good. Why are they so useful? In general, front-line managers need higher volumes of data that allows them to address issues and opportunities that arise in everyday operations. Remember, you want to use team-based goals to prevent employees working too individualistically. St Leonards NSW 2065 Are they bright and enthusiastic about turning up to work, or do they often arrive late? Once you have a baseline reading, you can compare performance day-on-day, month-on-month, year-on-year, or initiative-on-initiative to analyse how changes in contact centre strategy are improving the efficiency of your operations. Measuring certain metrics on a per-agent basis has a number of benefits: Before reading too much into per-agent KPIs, you’ve got to ensure you’re looking at meaningful data. Having a contact centre that can’t make or receive calls is a bit like having a very large but very expensive brick. Top 9 Call Center Metrics & KPIs To Stand Out 1) First Response Time ** click to enlarge ** This is our first and most important call center KPI, as it is the first (and most important) impression you will give when clients call … Typically used in the day-to-day operations of a call center, this KPI can help assess team performance in real time. As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored. This means that your agents spent 85% of their time in actual calls, and 15% of their time waiting to make/receive a call (previewing/wrapping counts as on-call). By contrast, if agents are far below this benchmark, they may be rushing through calls and not addressing customer issues completely. There’s a few ways to do this: If you believe it takes too much effort for your customers to get connected, you’ve first got to find out what this actually means. Operating with efficiency is crucial to a call center's success. With these sorts of metrics, you need to look for spikes – whether it be for a single agent or your entire team. If you get one of these calls, it’s worth listening to the recording to see what led up to the moment the customer gave up. Monitoring conversion funnel progression is awesome because it’s obviously incredibly outcome-focused. Contextualising other metrics. This set of call center metrics provides a broad view into call center performance over time. While some transfers are inevitable, companies should aim to keep them to a minimum. Monitoring call center KPIs is critical for the health and success of every customer-centric organization. Rather than having a vague idea of your turnover, define it with: Number of people to leave (in a particular period)/total number of employees. As Forrester explains in a recent report: Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce. According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions. First, you must set an achievable goal for your service level. Thanks for sharing this informative article. We’re not going to list all the possibilities here, but you can also measure the cost per resolution of the client’s problem, cost per sale, and cost per live-chat session opened. Use these call center KPIs … Then, collaborate on some potential ways your team can get around these objections. For one, they can give an indication of how eager an agent is to dive into the next call. This set of call center metrics provides a broad view into call center performance over time. Call center is an important, yet operationally-complex part of your business. With this metric, call centers can learn how many customers receive a busy signal when they call. Secondly, even if you had 4000 staff, reaching such a perfect number is likely to prove rather impractical. Over time, voice contacts will likely fall while other self-service channels grow. portalId: 2195310, There is a wide variety of call center KPIs that can be tracked, measured, and optimized. So if you want to pick up 70% of calls within 30 seconds, your objective service level is 70/30. Customers cited these as the most frustrating issues, “62% had to re-contact the organization, 56% had to re-explain their issue, 59% were transferred, and 59% had to put forth moderate to high additional effort to resolve their issue.”. Unfortunately, it can be a little difficult to measure precisely. This is useful for: Ideally, you want no customer left behind in your contact centre. Call centre managers have waves upon waves of data coming at them from various platforms focusing on various business processes. Look at your post-threshold abandons and see how long it typically takes for the caller to hang up. You can also get creative with this idea. In the fast-paced world of call center management, keeping a close watch on core metrics is a must. By continuing to browse our site you consent to our, How to Calculate NPS Using Journey Analytics, Advance from Personalization to Customer Journey Orchestration, Report: The State of Customer Journey Management and CX Measurement in 2020, 8 Insightful Customer Journey Analytics Examples and Use Cases, The Importance of Customer Lifetime Value for CX Leaders, 10 Powerful Behavioral Segmentation Methods to Understand Your Customers, Make Your Journey Maps Measurable with Customer Journey Analytics, How to Use Customer Behavior Data to Drive Revenue (Like Amazon, Netflix & Google). Possible, give them a call center KPIs … call center metrics measuring downtime critical. Americans spent more than 900 million hours on hold for the first attempt critical trends. Poor, sales and the resolution of customer issues you may need to connect customers with a supervisor to well. 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