Nowadays contact center plays an important role in managing the day to day business communications, thus providing each business with a complete view of each customer through their life cycle stages.
It’s imperative to monitor a comprehensive set of metrics, which can help businesses understand the overall performance of a contact center. The metrics should cover all the stakeholders in a contact center i.e. call center agent, customers, manager, thus being holistic in nature.
Key metrics for measuring customer satisfaction are:
✔First Call resolution – The percentage of calls that the agent resolves without any escalation or transfer or a return call.
✔ Percentage of calls blocked – The percentage of callers that received a busy tone when they called the contact center
✔ Average time in queue – The average amount of time callers wait in queues before an agent responds.
✔ Percentage of unsatisfied customers – Number of customers unsatisfied with the customer care response. This information can be got by taking customer feedback after every interaction or by analyzing the customer attrition pattern.
Key metrics for measuring agent performance are:
✔ No of call received/day
✔ No of call attended per hour
✔ Average speed of answer – The average amount of time it takes for the call to be answered by an agent.
✔ Average after call work time – The average amount of time an agent spends completing work related to the call after they finish the call.
✔ Number of leads generated per month – If the contact center is used for lead generation, this information can be got from the CRM linked with the calls made.
Key metrics for measuring overall contact center performance:
✔Service level – The percentage of calls answered within a specified number of seconds.
✔Average abandonment rate – The percentage of callers who hang up before reaching an agent.
✔Customer Churn rate – The percentage of customers, who churn after interacting with the contact center.
✔Average handle time – The average amount of time an agent spends speaking with the caller, including hold time.
✔Schedule adherence – A measure of an agent’s degree of compliance with their assigned schedule.
✔Average revenue per call- It’s is particularly used when the call center is used for lead generation and sales.
The above-mentioned metrics are basic call center metrics and would change according to the usage of a contact center. Measuring these metrics over time would enable businesses to make data-driven decisions to boost customer satisfaction and revenue.
These metrics can also help choose the right contact center solution. Being able to monitor these metrics on a live basis, via a live dashboard, would aid the decision making process for corrective action.