GITNUX MARKETDATA REPORT 2023
Must-Know Outbound Call Center Metrics
Highlights: The Most Important Outbound Call Center Metrics
- 1. Call Volume
- 2. Average Handle Time (AHT)
- 3. Conversion Rate
- 4. First Call Close Rate (FCCR)
- 5. Abandoned Call Rate
- 6. Occupancy Rate
- 7. Dialer Performance
- 8. Schedule Adherence
- 9. Right Party Contacts (RPC)
- 10. Call Wrap-up Time
- 11. List Penetration Rate
- 12. Agent Turnover Rate
- 13. Cost per Call
Table of Contents
Outbound Call Center Metrics: Our Guide
Delving into the world of outbound call centers, proper measurement of metrics can reshape your business strategy. This blog post unfolds the critical outbound call center metrics that can drive your business towards assured success. Discover how to track, analyze, and enhance these metrics to empower your agents, optimize operations, and monumentally improve customer satisfaction.
This metric tracks the total number of outbound calls made by agents during a specific time period. It helps in understanding agent productivity and forecasting staffing requirements.
Average Handle Time
Average Handle Time (AHT): Agent efficiency and customer satisfaction metric, lower AHT is better.
Conversion rate: Successful calls with desired outcomes. Higher rates mean better agent performance.
First Call Close Rate
The percentage of sales or resolved issues during the first call made by an agent. A higher FCCR indicates better sales skills or problem-solving abilities of agents.
Abandoned Call Rate
Call abandonment rate: Lower rates indicate higher engagement and better call targeting.
The percentage of time agents are actively working on calls, including talk time and after-call work. A higher occupancy rate indicates better employee productivity and resource utilization.
Dialer system effectiveness: Connecting agents with live people, excluding issues. Higher performance boosts agent productivity.
The percentage of time agents spend working according to their assigned schedules. Higher adherence rates indicate better workforce management and agent accountability.
Right Party Contacts
The percentage of calls where the agent reaches the intended recipient. A higher RPC rate indicates better data quality and call center targeting.
Call Wrap-Up Time
Agent wrap-up time: After-call work duration. Lower times show better efficiency and record keeping.
List Penetration Rate
The percentage of leads or contacts that have been contacted within a given list or campaign. A higher rate indicates a more thorough outreach effort and better data utilization.
Agent Turnover Rate
The percentage of agents leaving the call center over a specific period. Lower turnover rates indicate better employee satisfaction and reduced training costs.
Cost Per Call
Cost per call: Total cost divided by outbound calls. Lower cost per call indicates better efficiency.
Frequently Asked Questions
What are outbound call center metrics?
What are the most important outbound call center metrics?
How can outbound call center metrics help in improving an organization's performance?
What is the difference between inbound and outbound call center metrics?
How can outbound call center metrics help in agent training and development?
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.