GITNUX MARKETDATA REPORT 2023

Must-Know Outbound Call Center Metrics

Last Updated: October 31, 2023

Written & Summarized by: Jannik Lindner

How we write

Download Image

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

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.

Call Volume

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

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.

Occupancy Rate

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 Performance

Dialer system effectiveness: Connecting agents with live people, excluding issues. Higher performance boosts agent productivity.

Schedule Adherence

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?

Outbound call center metrics are key performance indicators (KPIs) used to measure the efficiency, effectiveness, and success of an outbound call center. These metrics help call center managers identify areas for improvement and track progress in meeting business objectives.

What are the most important outbound call center metrics?

Some of the most important outbound call center metrics include call duration, conversion rate, average handling time, first call close rate, and calls per agent. These KPIs provide crucial information regarding agent productivity, call quality, and the overall success of the call center.

How can outbound call center metrics help in improving an organization's performance?

Outbound call center metrics allow managers to identify trends, monitor agent performance, and make data-driven decisions for optimizing productivity and efficiency. By analyzing these metrics, organizations can develop targeted strategies for improving sales, increasing customer satisfaction, and reducing operational costs.

What is the difference between inbound and outbound call center metrics?

Inbound call center metrics primarily focus on measuring the handling of incoming calls and customer service quality, while outbound call center metrics mainly concentrate on measuring the success of outgoing calls, sales conversions, and agent productivity. Although there may be some overlap between these two types of metrics, they serve different purposes in evaluating call center performance.

How can outbound call center metrics help in agent training and development?

By regularly tracking and analyzing outbound call center metrics, managers can identify the skill gaps and areas where agents need more training or coaching. This information enables organizations to provide targeted training programs to improve agent performance and achieve desired business results.

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.

Free Test

Leadership Personality Test

Discover your leadership style and skyrocket your career in 10 under minutes 🚀