In a recent article in Connections Magazine, Tim Moynihan discusses the top five call center key performance indicators. These call center key performance indicators help customers ensure that their customers are getting the best service possible from their call center solutions provider. If companies monitor the listed call center key performance indicators, they can spot problems before they become out of control, and call center management can provide a solution, minimizing customer frustration or dissatisfaction.
The five call center key performance indicators to watch are:
- Call Blockage Rate: This measures how frequently calls go unanswered. Reasons behind this can range from call centers having too high a volume of calls where they cannot answer them all to a solution not working properly.
- Call Abandonment Rate: Call centers should strive for low abandonment rates, meaning everything is functioning properly. When abandonment rates are high, it could be caused by application problems, inefficient management of customer service resources, or incorrect routing latencies.
- Voice Quality of Service: Poor voice quality, where customers or agents have to repeat themselves continuously, leads to high customer frustration, and often, call abandonment.
- Repeat Calls: When repeat calls are monitored, it is easier to discover if customers are getting the answers or solutions they are looking for the first time, or if they have to continue contacting the call center in order to obtain the assistance they are after.
- Mean Time to Diagnose: Having a low diagnosis time means saving the company money, and increasing customer satisfaction.
Choosing the right Key Performance Indicators for your call center
But it’s important to keep in mind that not every call center is made the same. Not every key performance indicator will make sense for every business. Many call centers are sales focused or customer service focuses and because of this, it’ s essential to really only focus on the KPIs that make the most sense. For instance, if your call center is focuses on customer service, you may want to focus on call transfers and how many times it takes a customer to reach the agent that can help them. For a sales focused call center, you may be more concerned about call times for agents.
Monitoring these Key Performance Indicators
But without the correct tools to monitor these key performance indicators, your call center will fall flat. For this reason, many contact centers choose to utilize virtual call center software instead of traditional on-site technology.
Virtual call center software provides a number of essential calling features like call recording, call forwarding, reporting and IVR auto attendant. It’s essential to utilize your reporting feature to track the success of your key performance indicators and then take advantage of your other features to help manage them. For instance, if you notice that your callers are on hold for long periods of time, utilize your IVR auto attendant to make sure they’re quickly delivered to the correct agent.
Monitoring these five call center key performance indicators, deciding on other KPIs based on your call center’s specific needs and utilizing your VoIP features will help increase customer retention, improve customer service, and could save your company a lot of financial stress. Key performance indicators are so useful because they help you focus on the most important aspects of your call center’s performance and should be utilized by businesses of all sizes.