Here are 10 Topmost Call Center Performance Metrics


Are you wondering how to tell if your call center is meeting or exceeding expectations? Are your agents giving their best on every call? Did the customer like the answer? These questions should be asked frequently to ensure that contact center management is on track.

Each contact center must deal with many customer calls regarding services and issues. They also need to ensure that they are answering these calls satisfactorily. It is important to measure the performance of your contact center in order to see if they are reaching their goals or not.

Businesses can use call center key performance indicators to assess their contact center operations and make the necessary corrections. Failure to resolve customer issues can lead to increased dissatisfaction, and ultimately, loss of customers. You can relax knowing that a competent call center Outsource Customer Service provider will be able to manage the performance of your staff and maintain productivity.


Top Ten Call Centre Performance Metrics:


These are the top ten metrics that help to monitor the performance of a contact center. These metrics can be implemented by companies and their outsourcing partners to improve their contact center performance standards.

1). Best Contact Resolution or First Call Resolution:

This is a critical metric as it has the greatest impact on customer satisfaction. This measures how many customer calls have been received and answered. It is the end result of no follow-up or additional customer calls. Customers' issues/complaints can be resolved within one call. High FCR rates are a sign of excellent service and ensure that customers are satisfied.


2). Call Abandonment rates:

Another important metric is CAR. It measures how many calls customers abandon before connecting with an agent. Customers may shift to other companies if they have higher CAR rates. This is a warning sign to companies.

3). C Blockage (Percentage Calls Blocked):

This metric gives important information about the state of the contact center and what it can do to improve. This metric measures the number of calls that are blocked, unfulfilled, or not answered by contact center staff due to various reasons. High numbers of blocked calls are not good news for current contact centers. Managers would need to revisit existing contact center practices.

4). Quality:

The call quality metric is an important parameter in customer service. This allows the contact center to evaluate the caller experience and determine if the customer-agent conversation is on the right track.

5). Service Level:

Another important performance indicator, it gives an estimate of the effectiveness and efficiency of call center operations. This indicator measures the number and quality of calls that are answered in a given time period. High service levels indicate customer satisfaction. This is an important metric to track call center performance.

6). Average Handling Time:

This was once a key metric to assess the performance of the contact center. This indicator is still used to measure efficiency. This indicator shows how long it takes to answer a call. This includes talk time, on-hold time, and hang-up times

7). Schedule Adherence

This parameter measures the efficiency of an agent's schedule adherence. This metric measures the efficiency of an agent in performing the daily tasks within a given time. It can also be used to optimize the workforce.

8). Time spent in queue:

This is the sum of the time customers spend in a queue divided by the number of calls that the agent answers. This indicates that customer service operations are having serious problems.

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9). Customer Satisfaction -

This KPI directly measures customer satisfaction. It is not quantifiable mathematically. A contact center can gauge customer satisfaction using automated surveys, callbacks, IVR-based surveys, and follow-up emails.

10). Agent Occupancy rate:

This indicator provides a useful way to estimate the productivity of a contact center agent. The agent occupancy rate measures the amount of time an agent spends on call handling, versus waiting to receive a call. A lower occupancy rate means that agents are more productive and more focused on the task at hand. This would mean that there would be a more significant number of agents. This rate is beneficial for contact centers because it improves customer satisfaction and keeps Service Costs down.

These metrics can be used as part of your contact center performance strategies. This will help you create the right management strategy to bring in the desired revenue while maintaining customer satisfaction.