Virtual Call Center Software Must Measure Kpis

By Author: Josh
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Managing a virtual call center is not easy. You need to track and monitor a lot of parameters to ensure it’s running well. If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction.

Without the right metrics, you would be shooting in the dark. Only the right metrics can tell you if things are working in your call center or not. That is why monitoring the right metrics is extremely important. Metrics enable you to measure so that you can learn and fix. A majority of call center solutions provide reports that showcase all major performance metrics.

5 Metrics to measure the service level of your virtual call center’s performance

In a virtual call center, the virtual call center software will provide the necessary reports. In this setup, you need to monitor and measure your service level and customer satisfaction score to understand how your virtual call center is performing. Here are some crucial metrics to consider:

1. Average Hold Time (AHT)

It ...
... refers to the average amount of time agents put their customers on hold. It is calculated by dividing the total amount of time your customers remained on hold by the total number of calls. Usually, the average hold time should not be more than a few seconds. As per a study, three out of every five customers will hang up if an agent keeps them on hold for only one minute. You can monitor your on-hold time to find out gaps in your agents’ knowledge and inefficiencies in your processes. You must keep the on-hold time as low as you can.

2. First Call Resolution rate (FCR)

It refers to the percentage of customer queries, requests, or issues that agents resolve on the very first attempt. It is calculated by dividing the total number of inquiries resolved on the first attempt by the total number of calls handled by agents multiplied by 100. A higher call resolution rate indicates efficient customer service. As per a well-known study, the industry standard for the FCR is about 70 to 75 percent. If the FCR is higher in your virtual call center with help of your team and the best virtual call center software, you should keep it up. If the FCR is lower than the industry average, then find out what’s wrong and take corrective measures.

3. Average Speed of Answer (ASA)

It refers to the average time an agent takes to answer a call from a customer. It’s calculated by dividing the total wait time for answered calls divided by the total number of answered calls. The international industry standard of ASA is 28 seconds. It’s often cited that eight out of every ten calls are answered within 20 seconds. Longer ASA can result in poor customer experience and satisfaction. If your virtual call center’s ASA is 30 seconds or more then find out the potential problems.

4. Abandon Call Rate (ACR)

It refers to the percentage of incoming calls where a customer terminates the call before speaking to a customer service representative using a virtual call center solution. It’s calculated by dividing the number of abandoned calls by the total number of incoming calls multiplied by 100. It’s used to measure a call center’s efficiency and customer service quality. Even though the average ACR varies from industry to industry, the industry standard is between five and eight percent. While an ACR of up to five percent is acceptable, a rate of above 10 percent is unsatisfactory. If the ACR in your call center is more than 10 percent, then look at the possible problems and try to reduce them as much as you can.

5. Call Completion Rate (CCR)

It refers to the total number of calls answered or completed out of the total number of calls attempted. It’s calculated by dividing the total number of answered calls by the total number of attempted calls multiplied by 100. The higher the CCR the better the customer service and customer satisfaction. You should target a minimum CCR of 75 percent. If it’s lower than that, find out the reason for such a low CCR.

By using the right metrics, call center managers can get valuable insights into their agents’ performance and how they can improve. Virtual call centers can ensure the metrics are right by using reliable and high-quality software.

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