Kpis To Measure The Performance Of Your Call Center

By Author: Kevin
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“A useful KPI is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” This quote by Seth Godin highlights the importance of using the right KPIs.

Managing a 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 call center with the best call center software, you must know the importance of using the right KPIs to not only track agents’ performance or call outcomes but also to ensure customer satisfaction.

Without the right KPIs, you would be shooting in the dark. Only the right KPIs can tell you if things are working in your call center or not. That is why monitoring the right KPIs is extremely important. KPIs enable you to measure so that you can learn and fix. As legendary marketing guru Peter F. Drucker said “What’s measured improves.”

The call center software providers know the right KPIs can do for you and your business. By providing the right call center software, the contact center solution providers have helped many ...
... companies running call centers measure the right KPIs.

In this article, I have discussed the KPIs you must use to measure your call center’s performance. Read on to gain valuable insights. The call center solutions help in boosting the performance of the call center by showing these KPIs in the reports and live dashboards.

Calls handled

This includes the number of calls your customer service representatives handle daily, weekly, or monthly. It doesn’t include abandoned calls or disconnected calls. You can monitor the call handled to know how many calls each agent handled and how many calls the IVR system handled.

Average Handling Time (AHT)

This is the average amount of time that a customer service representative takes to answer a query or fulfill a request. Apart from the total talk time, it also takes total hold time, follow-up time, time taken for call transfers, and after-call work into account.

Active waiting calls

This real-time KPI shows the number of active call volumes versus waiting calls. The rate of active waiting calls can be calculated by dividing the number of calls on hold by the total number of calls at the moment multiplied by 100. The stat can provide valuable insights into agents’ performance.

Agent Utilization Rate (AUR)

It is the percentage of time agents spend on handling customer calls versus the duration of their shifts. To give an example, if an agent works an eight-hour shift and handles customer calls for seven hours, then the AUR is 7/8 x 100 = 87.5 percent, which is close to the industry average of 85 to 90 percent.

Customer Satisfaction Score (CSAT)

This KPI shows how satisfied your customers are with your customer support services. You can calculate CSAT by conducting a customer satisfaction survey and asking the respondents to rate your service on a scale of one to ten.

Taking everything into consideration

Knowing the right KPIs can make a lot of difference in a virtual call center. It’s extremely crucial as it enables call center managers to measure their performance and identify critical areas of improvement. Choosing the right call center software is as vital as getting the right KPIs.