Speaking of a call center, what’s that one thing that is common among all the call center business? It’s the continuous KPI monitoring. Every second, each and every KPI needs to be monitored on a regular basis when it’s a call center business.
Why?
That’s because, unlike other businesses, a call center business’s operation doesn’t always remain stagnant.
Some days, you’ll find that the performance graph’s curve gets higher peaks, while the other day, you won’t be able to figure out even a peak. That’s why your call center business needs to track and monitor the KPIs so that all your operations remain in constant progress.
Still confused about what KPIs you should track?
Then, we welcome you to our today’s blog post, which is a complete guide to call-center KPI, what to track, and why. So keep reading the blog post right till the end to know more.
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6 Effective Call Center KPI: What To Track And Why
The following are some important call center KPIs with the reasons on why you should monitor them.
1. Average Handling Time (AHT)
This is a measure of the average time that an agent takes to handle a customer’s query.
It is calculated by summing up the total talk time, the total hold time, and the post-called work time divided by the total number of calls.
Why Should You Track It:
This KPI will help you evaluate an agent’s performance and how swiftly they are processing a customer’s need. It is often considered one of the prominent ones that helps to determine a company’s service level.
2. First Call Resolution (FCR)
This KPI gives you a measure of the customer interactions where the client queries were solved at the very first take.
Therefore, a higher FCR score means your agents are doing the operations effectively while having a positive impact on customer service. This is often calculated by summing up the total number of calls that were solved during the first interaction and dividing it by the total number of calls handled.
Why Should You Track It:
Tracking this KPI will give you a subtle idea of how well your agent is handling the customer queries. And you’ll know which of your agents needs more training to serve with faster response.
3. Holding Time
This is nothing but the time that a client waits during a call or for a response.
So, it’s a no-brainer that a higher holding time negatively impacts your customer satisfaction rates.
Why Should You Track It:
Monitoring this KPI will help your agents be faster with their responses, while a lower holding time will ensure that your customers are also satisfied.
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4. Customer Satisfaction Rate (CSAT)
Just as the name suggests, this KPI gives us a measure of customer satisfaction. It is often calculated by collecting feedback from the customers via post-call surveys.
It is calculated by finding the total number of satisfied clients divided by the total number of customers who participated in the survey.
Why Should You Track It:
Tracking this KPI will help you evaluate the quality of the customer service you provide.
Therefore, a lower value of these KPIs will mean that you need to work hard to increase the quality of your service.
5. Occupancy Rate
This is the percentage of the times when your agents were occupied and served clients via various activities. This is indeed an important KPI that can help you evaluate your agents’ performance and optimize their workload.
It is calculated by summing up the total talk time divided by the total number of logins done by the agent.
Why Should You Track It:
Tracking the occupancy rate is extremely important; otherwise, you won’t be able to differentiate which of your agents are actively involved in the client interactions and which one of them was sitting idle.
6. Net promoter score
This KPI will give you an idea of the percentage of clients who are actually satisfied and loyal enough to promote your brand and refer it to their known ones.
It is often done by asking survey like questions such as, on a scale of 1 to 10, how likely are you to recommend our brand to your friend?
Therefore, the higher the net promoter score, the better it is for your business.
Why Should You Track It:
The net promoter score will help you to identify your loyal customers so that you can provide your service to them even better and maintain long-term business with them.
FAQs
What Is The Most Important KPI In A Call Center?
CSAT (customer satisfaction rate) is one of the most sought-after and crucial Call center KPIs. A high customer satisfaction rate is always desirable, while a lower CSAT score means it’s high time and you need to improve your call center’s performance.
What KPI Should Be Tracked For Customer Service?
Some of the notable KPIs that should be tracked for customer service are:
- First response time
- Average handling time
- Customer satisfaction score
- Churn rate
- First call resolution rate
Wrapping Up: A Complete Guide To Call Center KPIs
So, finally, we have reached the end of today’s blog post on a complete guide to Call Centers, KPIs, what to track, and why.
As you saw, some KPIs are very important because if you aren’t monitoring them, your call center operations might start losing efficiency.
If today’s blog post has benefited you with something new, don’t forget to share your thoughts in the comment section below.
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