GITNUX MARKETDATA REPORT 2023

Must-Know Call Center Performance Metrics

Last Updated: October 31, 2023

Written & Summarized by: Jannik Lindner

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Highlights: The Most Important Call Center Performance Metrics

1. First Call Resolution (FCR)
2. Average Handling Time (AHT)
3. Service Level
4. Abandoned Call Rate
5. Occupancy Rate
6. Call Quality
7. Average Speed of Answer (ASA)
8. Call Transfer Rate
9. Agent Attrition Rate
10. Schedule Adherence
11. Customer Satisfaction Score (CSAT)
12. Net Promoter Score (NPS)
13. Agent Utilization
14. Callback Rate

Call Center Performance Metrics: Our Guide

Navigating the complex world of call center performance can be challenging without a clear understanding of the key metrics involved. This blog post aims to demystify these fundamental parameters and provide comprehensive guidance on how to track and improve your call center’s performance. Dive in to discover the must-know call center metrics that can transform your business operations and customer service experience.

First Call Resolution

This measures the percentage of calls resolved during the first interaction with the caller. A high FCR indicates better efficiency and customer satisfaction.

Average Handling Time

This is the average time spent by an agent in handling a call, including talk time, hold time, and after-call work. Lower AHT indicates quicker issue resolution.

Service Level

Measures call response time and satisfaction.

Abandoned Call Rate

This is the percentage of incoming calls abandoned by the caller before agent answer. Lower abandonment rates mean better call management and customer satisfaction.

Occupancy Rate

This measures the time agents spend on phone calls and after- call work compared to idle time. Higher occupancy rates indicate better efficiency in workforce utilization.

Call Quality

This evaluates agent-caller interaction quality, including service skills, issue resolution, and policy adherence. High scores boost customer satisfaction.

Average Speed Of Answer

This is the average time it takes for an agent to answer a call once it enters the queue. Lower ASA indicates better responsiveness and minimal customer wait times.

Call Transfer Rate

This measures the percentage of calls that require being transferred to another agent or department. Lower call transfer rates indicate proper agent routing and training.

Agent Attrition Rate

This is the percentage of agents who leave the call center over a specific period. Lower attrition rates show better employee morale and lower staffing costs.

Schedule Adherence

This measures agent schedule adherence, including breaks and after-call work. Higher adherence signifies improved workforce management.

Customer Satisfaction Score

This is a quantitative measure of customers’ satisfaction with the call center’s support, gathered through surveys. High CSAT scores indicate better customer experiences and loyalty.

Net Promoter Score

This metric gauges customer likelihood to recommend the company based on their call center experience. Higher NPS means stronger customer relations and loyalty.

Agent Utilization

This is the percentage of an agent’s total working time spent on handling calls and after-call work. Higher agent utilization rates show the effective use of staff resources.

Callback Rate

This is the customer callback rate within a specific time frame after an initial interaction. Lower rates signify better issue resolution and increased satisfaction.

Frequently Asked Questions

What are call center performance metrics?

Call center performance metrics are quantifiable measures used to evaluate the performance and effectiveness of a call center. These metrics provide insights into key aspects such as agent efficiency, customer satisfaction, and the overall operational quality of the call center.

Why are call center performance metrics important?

Call center performance metrics are crucial for identifying areas of improvement, enhancing customer experiences, and streamlining operations. They help companies set performance benchmarks, determine if objectives are being met, and make informed decisions regarding recruitment, training, and resource allocation.

What are some examples of key call center performance metrics?

Key call center performance metrics include average handle time, first call resolution, customer satisfaction score, service level, agent occupancy rate, and abandonment rate. These metrics cover various aspects such as agent productivity, customer experience, and call center efficiency.

How can call center performance metrics be used to improve agent performance?

Call center performance metrics can be used to identify trends, patterns, strengths, and weak points in an agent’s performance. Managers can harness these insights to provide targeted coaching, training programs, and incentives aimed at augmenting agent productivity and customer satisfaction.

How often should call center performance metrics be evaluated and updated?

Call center performance metrics should be evaluated and updated regularly, typically on a monthly or quarterly basis, depending on the organization’s size and requirements. Regular assessments help detect changes in performance trends, ensure the call center’s objectives are aligned with the organization’s goals, and that improvement strategies remain effective.

How we write these articles

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.

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