Modern technology has made it relatively easy for Call Center Managers to determine how well the call center is doing in terms of performance, measurement as well as tracking. However, sifting through the amount of information that’s available can be an overwhelming experience. Reviewing every single metric that’s available is not a very productive use of time and can lead you down an endless dark hole of analysis paralysis. Cut out the fluff by focusing on these 5 essential performance metrics instead, with specific reference to inbound customer service.
1. Average Call Waiting Time
Average call waiting time is one of the most important metrics to review when it comes to inbound customer service. How long are your customers waiting on average between an IVR response and actually being connected to a live agent? The shorter the time, the better the customer service. No customer enjoys the experience of waiting on hold for long periods of time. In this day and age, fast response times are expected by consumers across the board. An average response time of 30-60 seconds is preferred for every single call.
2. First Call Resolution (FCR)
First Call Resolution (FCR) is another critical metric when it comes to inbound customer service specifically for callers. First Call Resolution simply means being able to resolve a call the first time around instead of having the customer resort to multiple follow up calls or speaking to many different people to have their concerns sorted. First Call Resolution plays an important role in creating and maintaining quality levels of customer satisfaction. On another note, FCR also increases the level of efficiency and productivity amongst call center agents.
3. Service Level
For inbound customer service, the service level metric measures how quickly agents pick up calls and present this information in the form of percentages. Service level, therefore, can be measured as the percentage of calls picked up within a pre-defined time period. For example, a service level of 80% of calls picked up in 30 seconds or less provides parameters by which customer satisfaction can be measured. Higher service levels are important to ensure customer happiness and ongoing loyalty. Additionally, service level calculations enable call center managers to determine the amount of staffing required at any given period in time.
4. Average Call Time
The average call time metric measures the amount of time that is taken by an agent on average to complete a call. Needless to say, a reasonably quick resolution is expected for ensuring customer satisfaction. However, it is dangerous to wholly rely on this metric to gauge customer satisfaction levels although it can be used for the purpose of establishing a benchmark. At the end of the day, agents should be empowered to take more time wherever needed if it serves the purpose of keeping the customer happy.
5. Call Transfer Rates
Transfer rates measure the average number of call transfers between agents or departments involved in one customer call. The objective here, for the purposes of planning and productivity, is to reduce the number of transfers and achieve first call resolution wherever possible. Multiple transfers can lead to customer frustration and reduce the overall efficiency of your call center.
Callnovo is a leading call center services provider with custom, high quality, cost-effective solutions that help you build and grow your business. Contact us today for a custom quote or simply, more information on how we can assist you to perform better.