How to measure a call center’s quality

Are You Measuring these Top Contact Center KPI’s?

For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more. With all of the key performance indicators (KPI’s) to choose from, however, it can be difficult to know which are the most important and where to begin. After all, with finite time and resources, you can’t measure everything. We’ve reviewed the KPI possibilities to focus on the most critical ones. Measuring – and improving upon – these KPI’s will yield real results for your business.

Customer Experience
You no doubt already understand the importance of providing stellar customer experience. CX affects everything from the bottom line to brand image and employee retention. To understand how your business measures up in this area it’s important to track first call resolution (FCR), average wait time and self-service usage. Understanding these metrics ensures you are satisfying customers quickly and without the need for follow-up. By tracking self-service usage, you can determine the effectiveness of your interactive voice response system (IVR), an important metric considering that Gartner predicts that by 2020 customers will manage 85 percent of their relationship with a company without human interaction.

Service Quality
Hand-in-hand with customer experience is service quality, measured by tracking customer satisfaction through surveys and Customer Satisfaction (CSAT) and Net Promoter (NPS) scores. Another aspect of service quality is quality assurance, which is based on a set of criteria the agents must cover during the call, which can include how agents answer calls, navigate callers to resolution and end calls.

Efficiency
Contact center operational efficiency is a complex equation that pairs customer needs and satisfaction with internal processes to improve performance and reduce costs. When it comes to increasing efficiency, reducing both talk and handle times can have a significant impact. IVR can help with talk times by routing calls to the appropriate agents, while internal IT such as speech analytics, can reduce handle time.

Cost
A discussion about contact center metrics isn’t complete without considering costs. You need to have a clear understanding of how much each call costs (cost per call), as well as workforce management considerations, including agent attrition rates and agent absenteeism.

Communicate KPI’s
An important factor in KPI management is reporting. It’s vital for staff to understand what you measure and why. Communicate both realistic targets and actuals and celebrate your successes. Furthermore, you must act on the data you collect. It’s not enough to simply know FCR; you have to put solutions in place to move the needle on all metrics.

With the above measurements in place, you can monitor the health of your business now and make adjustments for the future. If you need assistance in implementing KPI’s, call Ansafone today.

Industry Awards and Affiliations