Call center metrics are standards set by call center leadership teams to ensure that agents are providing quality customer service. Also known as KPIs, metrics are a quantitative way for team leaders to measure agent performance. There are several different types of metrics that are relevant to the call center. These include average handle time, talk time, outbound or inbound calls answered, sales numbers, first call resolution rates, and transfer rates. These metrics are collected by analytical software that can generate reports for management to track agent performance. Outbound and inbound calls are usually tracked because agents are expected to hit a certain number of calls per day. First call resolution rates indicate how often an agent can solve a customer’s problem upon the first interaction. Average handle time describes the length of each call and indicates whether agents are taking too long or too little time. Sales numbers indicate the quantity and revenue of services or goods sold, and transfer rates show how often agents transfer inbound calls. Call center metrics help guide call center leadership. Managers can easily identify struggling agents by looking at metric reports. For example, if an agent is frequently displaying excessive transfer rates, supervisors can intervene to determine the cause. Metrics can also help call center leadership identify those agents who are performing well. They can leverage top agents’ skills as guidelines for agents who need improvement. Call center metrics are a critical part of continuous operations, and they help guide agents towards delivering a positive customer experience.
More Call Center Metrics Resources for Contact and Customer Service
Unified Customer & Contact Center Analytics | LiveVox
Our Unified Analytics solution is bespoke to the needs of the modern contact center. Access more than 150 out-of-the-box reports instantly, then create your own with simple drag-and-drop functionality. Quickly surface relevant customer insights for fast, data-driven decision-making with no need for dedicated data analysts.
Call Center Metrics that Matter – LiveVox
Call center metrics are typically collected in real-time and can cover a variety of details and call data. These metrics can be generated using contact center software. If you have not invested in contact center software yet then you may want to consider doing so, as it offers multiple automation tools and processes, including collecting data to give you a comprehensive view of your call center.
Top Contact Center & Inbound Call Center Metrics | LiveVox
How long is your customer waiting to speak to someone? Measure average time in the queue to get a sense of your customers’ experience. This metric helps contact center managers assess contact center efficiency. If a customer is, on average, waiting too long to speak to an agent, you can think about streamlining an agent’s script or adjusting the way an agent interacts with customers.
