Statistics, Call Center

What are call center statistics?

Call center statistics are important metrics that gauge a call center’s overall performance from a business standpoint. They can also be used to measure individual agent performance. Monitoring these statistics helps leadership make better business decisions moving forward. They also provide team leaders with the information they need to better support agents that have room for improvement. Business intelligence and analytics software gathers and organizes data from different sources within a call center to create statistical reports. There are different metrics that are monitored to create a call center statistics report. A few examples of these metrics are net profit, total revenue, agent turnover rates, losses, and more. Call center statistics like these can guide leadership towards potential issues. Agent turnover can be a big problem for call centers. By monitoring agent turnover statistics, call center leadership can ensure that their hiring and training procedures are functioning optimally.

Call center statistics also help team leaders pinpoint specific areas that an agent may be struggling with. A few statistics that team leaders may monitor include Average Handle Time, Talk Time, Total Inbound Calls Answered, Total Outbound Calls Made, Sales Numbers, and Transfer Rates. If an agent consistently produces below-average numbers, supervisors can provide the coaching needed for them to get back on track. Other statistics, such as customer sentiment scores, provide insight into what customers may be feeling about the service they receive or about a company’s new products or offerings. Powerful AI-driven speech analytic tools can transcribe what customers say over the phone and determine whether their speech is positive, negative, or neutral.

More Call Center Statistics Resources for Customer Services

Speech Analytics with Automated Quality Management | LiveVox

Create custom dashboards to get important stats fast. Use our omnichannel analytics tools to deep-dive into 100% of conversations as a transformative source of insight for CX, marketing, operational, and coaching strategies. Accurately and objectively monitor, analyze, and score 100% of call, email, SMS, and chat interactions with one intuitive tool.

How to Analyze Call Center Data – LiveVox

Surveys. Getting direct feedback from your customers is the easiest way to gather data about their satisfaction. Ask specific questions and you will get more useful data. CSAT surveys. CSAT surveys measure how your call center meets the needs of your customers. It gives customers a chance to give you feedback specific to their experience with your organization. The more detailed the feedback, the better your improvements can be.

Top Contact Center & Inbound Call Center Metrics | LiveVox

Improve contact center metrics with Speech Analytics. Speech Analytics helps decision-makers review contact center and agent interactions, understand what’s working and what’s not, and improve the quality of customer exchanges and experiences.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.