10 Things You Should Be Measuring in Your Call Center

For many businesses, first impressions happen over the phone, before a caller ever talks to a call center representative. With long wait times, unanswered messages and frustrating auto prompts, you could be losing customers without even knowing it.

In today’s on-the-go business world, customers expect to have their questions and issues addressed quickly and easily. Overrun call center queues and long wait times are simply unacceptable, and can cause clients to take their business elsewhere.

Businesses of all types, especially call center operators and customer service reps are recognizing the value of comprehensive call tracking software. With the help of new call reporting technology, businesses can overcome the challenge of effectively handling a high volume of incoming calls, even if they have limited resources. Integrating a powerful call management solution can help staff to identify calling patterns, pinpoint areas for improvement and develop strategies to better manage calls.

But what should you be monitoring? How do you set realistic customer service goals for your support reps? Here are 10 of the most important call center metrics that can improve customer interactions with your business:

1. Service Level. The service level measurement lets you see what percentage of calls are being answered within the target service level threshold. This allows you to set and achieve goals for your business like: “We aim for 90% of calls to be answered within 10 seconds.”

2. Average Abandon Time. Average Abandon Time allows you to see the average time in which customers are abandoning their calls, which can help you set service level goals and significantly improve answered call rates.

3. Average Talk Time. Average Talk Time lets you compare the time it takes for call center reps to resolve issues. Comparing numbers between experienced employees and rookies can help you determine who needs more or less coaching.

4. Wrap Up Time. Wrap Up measures the time period after the call that is used to finish paperwork, complete credit card transactions, etc. This metric can be useful for determining which employees need help with form filing.

5. Average Answer Time. Answer time is measured from the time when the call is placed to the time it is answered by a call center rep. Tracking this measurement can ensure that employees successfully meet service level goals.

6. Traffic By Half Hour and/or Day. With the traffic tool, you can quickly analyze the busiest or slowest call periods during the day, and compare traffic between days to make sure your staffing levels meet customer needs. Perhaps some staff need to come in an hour earlier on Mondays, and stay an hour later on Thursdays. With the traffic metric, it’s easy to make adjustments.

7. Abandon Rate. Abandon Rate determines the percentage of inbound phone calls that are abandoned by the customer before speaking to an agent. Knowing your abandon rate can help you reduce call waiting times.

8. Longest Waiting Now. Longest Wait Now lets you track how long a caller has been waiting on the line without being answered by a rep. Seeing in real-time that they’re not meeting service level requirements can motivate employees to get through their current call faster to address the caller on hold.

9. Number of Calls Waiting. Number of Calls Waiting can help you redistribute labor to address customer needs. If there are 10 reps all busy taking phone calls, and there are still 4 waiting, you might need to rethink employees’ hours at certain times during the day or perhaps even take on part-time staff.

10. Abandoned Call Recovery. Contact center providers with Abandoned Call Recovery can provide your business with a list of customers who still need to be called back if you weren’t able to answer their call.

The way that phone calls are handled sets the standard for the experience and quality of service that customers expect from your business. Call reporting tools can help you develop strategies to better manage calls and ultimately improve customer service.
By: Victoria Fields, Copywriter for Momentum Telecom, a cloud-based communications provider based out of Birmingham, Alabama.

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