Call centers usually use a call center solution to handle their inbound, outbound and blended campaigns. However, the call center software is not limited to provide only communication features. This software is loaded with amazing analytical and reporting features. In any call center, you will see a whole range of reports. Breaking down each report can give insights on different key performance indicators (KPIs).
For different call centers, the KPIs can be different, and identifying the right KPIs is necessary to make sure your operations are delivering the expected outcomes. The performance metrics are the key indicators of different performance criteria.
To help you identify all the important performance metrics for your call center, hereby I am sharing the top performance metrics.
- CSAT
CSAT stands for customer satisfaction. This performance metric is vital in any call center as it shares how happy or unhappy your customers are with your service. Running a short feedback IVR or occasional survey campaigns using a call center solution can help in identifying the CSAT.
- Conversion rate
This performance metric is measured in the outbound call centers. It can be measured by calculating the percentage of the number of conversions made vs. the total outbound calls made using the call center software.
- Abandoned call ratio
The total number of calls that are abandoned vs. the total number of outbound calls made is called the abandoned ratio in an outbound call center. In the outbound call centers, the wrong pace of predictive dialer can increase the call abandoned rate. This performance metric gets measured in the inbound call centers as well. The total number of inbound calls that were abandoned before connecting to the agent vs. the total number of incoming calls gives the abandoned call ratio. In both, inbound and outbound campaigns, it is necessary to reduce the call abandoned ratio.
- Average call waiting time
This is another important performance metric that helps call centers measure the performance of the team and agents. The average call waiting time is the time for the customer attend the call till the time he waits for the agent to respond. This KPI is important to measure in both inbound and outbound campaigns. The longer average call waiting time signifies the poorer performance. To improve performance, improving this performance metric is necessary.
- Repeat call rate
The call center solution shows various key performance indicators and one of the important ones is the repeat call rate. This KPI can be measured by calculating the number of repeat calls vs. the total number of calls. In the incoming call centers, this shows poor performance as the agents are not able to resolve the issues of the customers for whatsoever reason within the first one or two calls. This can increase customer dissatisfaction and can be a major reason behind the poor growth of a call center.
Concluding notes
These are the top 5 performance metrics that any call center must measure to make sure the call center performance is good. If required, the values of these performance indicators can be increased to improve the performance of agents and call centers.
