A quality Call Center is one that not only seeks to fulfill its objective as a company but also satisfies the needs of its employees and customers. By having a Call Center, companies can obtain multiple benefits, among others: improving customer experience by offering a higher quality service, attracting new customers, and promoting cross-selling.
Download Now: Quality Management in the Contact Center
Call centers are an essential component of customer service teams, and their performance can be routinely evaluated in order to closely monitor team efficiency and seek the information needed to improve the customer experience. To achieve this, it is necessary to apply metrics that allow diagnosing, follow up, and defining improvement plans, making an efficient and effective evaluation of the Call Center performance y indicators known as KPIs.
If you want to know how Artificial Intelligence technologies, such as Recordia, help to visualize important aspects of the operation through customizable KPIs, click here.
What are KPIs?
Key Performance Indicators (KPIs) of a Call Center are metrics that allow quantifying performance and provide relevant data for making the right decisions.
On a day-to-day basis, KPIs provide a complete view of business data, and, from this, it is possible to detect trends and make decisions. Generally, these metrics are measurable and monitorable values.
Although most call center managers are aware of the most common indicators to measure call center management, most of them are based on quantifiable data such as the number of calls or service times. But qualitative data such as the number of calls that ended in customer churn or how an agent’s attention is to be able to promote better future practices should also be considered.
Top 10 KPIs in Call Centers
In Call Centers, many of the main KPIs are directly or indirectly related to customer satisfaction, but they are also related to employee productivity, an aspect with great influence on Call Center profitability.
The most important key indicators of call centers can be divided into 2 main groups:
Quality and customer experience indicators
- Customer satisfaction: Measures the level of customer satisfaction through a survey with scales from 1 to 5 asking how satisfied they are with the interaction they just had with the agent.
- Net Promoter Score (NPS): measures customer loyalty and predicts the likelihood that they will recommend you through a direct question about the customer’s intention to recommend the product, service, or brand. Those who are between 9 and 10, called promoters, are those who are considered loyal customers and willing to recommend.
- Average response time and Abandon rate: The first measures the average time a customer must wait to be attended and the second measures the percentage of unattended calls, i.e., when the customer hangs up the phone before getting to speak to an agent. Related to each other, they can give signals of processes that are not working properly.
- Contact quality: This is usually done by monitoring and recording service agent interactions with customers. In addition to being a key metric for the customer experience, it is also a key metric for the performance of each agent. It evaluates important criteria to achieve quality interactions such as, for example, adherence to the script correctly in greeting, commercialization, and farewell.
- Churn: measures the percentage of users who cancel a contract or stop using the company’s services during a given period.
- Overlaps and silences: measure the percentage of overlaps and silences in interaction to learn key information about the agent’s treatment or about a possible problem or discussion. In addition, the percentage of silences in an interaction can reveal efficiency problems in the processes by which the agent obtains the necessary information during the call.
Call Center productivity and efficiency indicators
- Service level: It measures the percentage of calls handled in a given period and determines whether agents go fast enough between calls. This indicator helps to determine the number of agents needed to handle the volume of calls received, i.e., to size the Call Center.
- First Call Resolution (FCR): represents the percentage of calls in which the agent completely attends to the customer’s needs without having to transfer or call them back.
- Average Handling Time (AHT): measures the average time of customer interactions, considering both talk time and time on hold as well as time spent by the agent after the call.
- Call volume: Case volume is an indicator like service level but is more focused on individual productivity. It measures the number of calls an agent receives in a given period and it is common for a minimum daily quota to be established for each agent.
Currently, there are AI-powered speech analytics and conversational intelligence solutions that provide these indicators automatically, increasing this way efficiency by being able to quickly respond to inconveniences, poor performances, or the risk of losing customers.
If you want to know how Recordia helps to visualize important aspects of the operation through customizable KPIs, click here.