In a call center, it’s essential that your agents perform to the best of their ability. Not only are they the first impression that your customers will receive, they also have a major impact on your sales and customer support ratings. Because of this, call center managers often choose to utilize key performance indicators, or KPIs, to help keep their team on track for positive results.
In this article, we’ll discuss 5 simple ways to optimize agent KPIs with cloud-based call center software so your agents can be trained for success.
Hold time for callers
Think about the last time that you called a customer support line, only to be placed on hold for 15 minutes (or more)! Frustrating, wasn’t it? Even if your problem was resolved quickly by the time you spoke to an agent, the experience probably left you feeling less than loyal to the company that you contacted.
As a call center manager, you can use cloud-based call center software to track how long your customers are waiting to speak to an agent and when you receive the most calls from customers. With this key information in hand, you can adjust the number of agents answering phones based on your call center’s peak calling hours.
You can also use the analytics provided by cloud-based call center software to determine which agents are answering the most calls, and which ones seem to be lagging behind. You can use the call recordings of agents who are able to handle more calls to train those who may have difficulty resolving customer issues in a timely fashion.
First call resolution
Another important call center KPI to track is first call resolution. This KPI asks whether a customer’s issue was resolved on the first call or not. It also tracks how many times a customer was transferred before his or her issue was addressed.
Your call center software can help you track the journey your caller took on your phone system. If they were transferred too many times, you might consider cross-training employees. You might also think about implementing skills-based routing, a feature that allows you to transfer certain types of customer issues to the most qualified agent.
Abandonment rate is often associated with hold time. This metric is defined as the number of callers that hang up before an agent could take the call. Customers could hang up for a number of reasons, including long hold time or low customer satisfaction.
Call center software can help you track this KPI; it also offers a wide range of features that can help you address the underlying issue: slow service. As mentioned previously, skills-based routing can go a long way in reducing wait times and abandonment rates.
Another key feature to consider in this situation is interactive voice response (IVR), or auto attendant. If you find that customers are calling about issues that they could handle through auto attendant, such as checking the status of an order or payment, you may want to consider adding these capabilities to your IVR menu.
In addition to monitoring KPIs that directly relate to customer satisfaction, it is important to track the success and productivity of your agents. One of the best ways to do this is to monitor idle time. Idle time is the amount of time an agent spends in between calls, likely taking care of documentation or tasks related to the previous call.
By utilizing the detailed reporting features available with call center software, you can see how long your agents are idle, or not actively helping a customer. This will allow you to better train them to manage their time in between calls.
Call handling time
A KPI that is important for both agents and customers is call handling time. On one hand, you want to keep an eye on this KPI so you know how long agents are spending on the phone with one particular customer. Conversely, you want to make sure that each customer receives the best quality customer service during the call, no matter how long it takes.
Study your call log reports to see average call handling times so you can ensure that agents are trained to handle customer requests in a reasonable amount of time. If you see that certain agents are spending an especially long or short time on each customer interaction, you may also want to take the time to listen to those recorded calls. This can help you better understand the “why” behind these discrepancies in call handling time.
Optimize Agent KPIs in the Call Center
Agent performance is a key ingredient for a call center’s success. By implementing and monitoring the 5 call center KPIs above, you can help your agents stay on track for a successful customer support and sales record.
For more information on choosing and implementing call center agent KPIs, explore the related articles below: