Call Center Metrics and KPIs: How to Measure Call Center Performance

Regardless of the industry you’re in, your company’s call center is the beating heart of your whole operation. It’s your main source of communication and customer service and the first place your clients turn when they have questions, experience issues or require support of any kind. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential.

At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. Whether you work in healthcare, insurance or any industry that utilizes BPO services, when it comes to measuring call center performance, you can trust us. We’re experts—and today, we’ve written you a primer on call center performance metrics. You can also contact us at (800) 776-1081 for more information about specific call center KPIs within your industry.

Call Center Metrics: What Are They?

The word “metrics” refers to any system of measuring something. When it’s used in a business context, it refers to the use of various methods of assessing how a company or department is performing as well as setting and communicating overall goals.

In the case of a call center, metrics are a crucial way for businesses to ensure that their contact center is functioning at its top level and providing the best service possible.

What Are Call Center KPIs?

Some people think KPIs and metrics are the same, but that’s not accurate. KPIs (or key performance indicators) are a crucial type of metric used by businesses across the globe. As the name suggests, KPIs refer to individual targets, or indicators, that concretely show how different facets of a business is performing. While some KPIs are fairly universal (like average customer retention rate), others might be more industry-specific. For instance, call center KPIs usually include targets like average wait time or first call resolution rate.

What Exactly Do Metrics at a Call Center Mean?

By measuring and tracking your contact center KPIs and metrics, you are creating a better business—and that will translate to both your team and your clientele.

By investing time into monitoring and measuring your call center performance metrics, your business can:

• Hit More KPIs

  When you closely monitor your call center performance metrics, you’ll have a better handle on your KPIs and where they stand. This knowledge will lead to more growth strategies and methods for hitting your KPI goals.

• Improve Communication

  Communication is key to business. When your brand pays close attention to contact center KPIs, they’ll be able to target any areas where things are lacking—and can work to improve them. This enhances overall communication!

• Ensure Customer Satisfaction

  If customers are blocking your number, abandoning calls or frustrated due to long wait times, you need to do something to fix it. However, you can’t do that if you have no idea what’s going on. By monitoring your metrics, you’ll always know when customer support can be improved—before negative word of mouth gets there first.

• Play to Your Strengths

  If you see that your team is nailing certain KPIs—like having a stellar customer effort or net promoter score—you can use that knowledge to your advantage by leaning into those qualities in terms of your branding and marketing. Let your potential customers and leads know how easy it is to contact you and have their needs met; they won’t be disappointed.

• Enjoy a Great Reputation

  When you make the effort to measure and monitor your call center metrics and KPIs, you are investing care into the way your business communicates. That shines through your whole business and your clients will recognize that! As you continue to strive for better business through KPI measurement, you will see more satisfied customers—and that leads to a better overall reputation.

What Are the Call Center Metrics Industry Standards?

There are (quite literally) dozens of important contact center KPIs, and they are considered industry standards. While we can’t cover all of them today—many will vary depending on specific industries—most call centers focus on:

• Average Handle Time

  This KPI measures how much time your customers spend on the phone with your call center agents.

• Customer Effort Score

  Also referred to as CES, this measures how easy it was for your customers’ needs to be met. This is often accomplished by survey.

• Net Promoter Score

  Like, CES, your net promoter score (or NPS) is determined by customer survey. It indicates how loyal your customer feels to your brand—would they recommend it to somebody else?

• First Call Resolution Rate

  This KPI measures how many clients receive all the support they need within one singular phone call, without any transfers, callbacks or escalation processes.

• Calls Blocked/Busy Percentage

  This KPI tracks how often your customers call your number but receive a busy signal or are disconnected.

• Agent Sales Rate

  If sales are a part of your agents’ roles, this KPI measures their average number.

• Average Call Length

  This measures how long your average call takes. The “right” number for this KPI will depend greatly on your industry and specific product/services.

Need Help Hitting Call Center KPIs?

Give TeleDirect a buzz; we know a thing or two about running a successful contact center! Our team provides 24/7 services to brands across the US. We ensure that your call center metrics exceed expectations.

Ready to get started? Check out our homepage for a taste of what we do, read our blogs for some insider information on specific industries and when you’re ready, call (800) 776-1081 for a personalized quote! We can’t wait to help you smash your call center KPIs!

Additional Sources:
https://www.callcentrehelper.com/contact-centre-kpis-track-158784.htm