When you employ a call center for your business, it’s important to have a way to measure its performance. By tracking key performance indicators (KPIs), you can determine the ways in which your call center is succeeding and where they could improve. When you evaluate the performance of your call center, here are some important KPIs you should be tracking to ensure success.
Percentage of Calls Blocked
This is the percentage of inbound callers that get a busy signal. It may seem strange that anyone would get a busy tone when calling into a call center. However, it can happen if the call queues are full or the software the call center uses can’t handle the volume of calls being received. Every blocked call is a missed business opportunity, so you shouldn’t ignore this KPI.
Average Time in Queue
This is also one of the most important KPIs to track, which measures the total hold time of all callers divided by the number of callers. You want this number to be within an acceptable range so that your customers and prospects get the prompt service they deserve.
Average Abandonment Rate
You don’t want your potential customers to hang up before they can reach an agent, and this is what this KPI measures. Call abandonment has a negative effect on customer retention rates so make sure you set a level that is acceptable and stick below the level.
First Call Resolution
This is one of the KPIs that can directly measure customer satisfaction. First call resolution measures the percentage of calls where the agent addresses all of the caller’s needs on the first call, without having to transfer, escalate, or return it. Some in the call center industry swear by this metric as the single most important KPI relating to customer service and satisfaction. In any event, it is a great tool that measures the effectiveness of the agents and has a positive impact on customer satisfaction ratings.
Customer Satisfaction Scores
Your call center is a representation of your business, so having high customer satisfaction scores is critical for your business! Many call centers offer surveys after calls and supplement this with quality assurance measurements to come up with this KPI.
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