Call abandonment, or the percentage of callers who hang up before speaking to an agent, is a common occurrence in the call center and has a negative impact on customer retention.
Therefore, it is imperative that customer-centric call centers keep track of this KPI and ensure that it remains below the desired threshold.
Service level
Service level is the percentage of calls answered in a given time.
This call center KPI is typically displayed in real-time to agents and managers on their call center software metrics dashboard so they can make data-driven decisions that will have an impact on keeping this KPI within an acceptable range.
Average response time
The average time it takes for calls to be answered at the call center during a specific period. This includes time spent waiting in a queue and while an agent's phone rings.
This is a call center KPI typically referenced by managers uk whatsapp data when evaluating the efficiency of their team and the degree of accessibility to customers.
Resolving a problem on the first contact is so important that many claim that first call resolution is the most important KPI related to the level of customer satisfaction with the company.
Therefore, it should be at the top of any list of call center metrics to track over time.
Customer satisfaction
Customer satisfaction is a KPI that can be obtained from many different sources.
Call centers typically arrive at a customer satisfaction score by conducting customer surveys as well as obtaining quality assurance measures.
It should be considered when analyzing the effectiveness and efficiency of the call center.
Agent turnover rate
This is the percentage of agents who leave the call center to work elsewhere.
Agent turnover rate significantly impacts customer satisfaction, call center scheduling, and team morale, so it should be included in a list of contact center metrics to track over time.
See 5 strategies to improve your approach in the sales call center
How (and when) to review a call center’s KPIs?
As we can see, the use of KPIs in the call center helps to build a valuable information history for understanding your company and the market.
But it is important for managers to realize that they do not need to be eternal.
This means that KPIs can be changed periodically, according to the company's needs in a segment that is always in flux, changing according to customer demands.