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Go4customer Blog

Metrics to Evaluate Call Center Performance

Posted by Ishtiyaq Nabi
b2_b telemarketing companies

Call center outsourcing enables businesses across the globe to focus on key business objectives and revenue drivers. A wide range of global businesses, SMEs, blue-chip companies, and even state-owned enterprises collaborate with call centers in order to streamline their mission-critical functions and reinforce their business bottom lines. Considering the benefits that call center outsourcing has in store for organizations, its popularity and acceptance are bound to increase with the passage of time. However, to capitalize efficiently on potential opportunities in the global outsourcing marketplace, every service provider needs to evaluate its performance in methodological, analytical, and pragmatic ways. They must pay attention to key call center performance metrics that can help them in monitoring and analyzing their overall efficiency, performance, and competency.

This blog lists some key inbound and outbound call center performance metrics that can enable call centers to evaluate their performance rationally.

Customer Satisfaction Score: In relation to call center operations, Customer Satisfaction (CSat) score is a measure of how call center services meet or surpass customer expectations. This call center performance metrics enable call centers to monitor customers’ experience with customer-centric support services. Many call centers facilitate customers with toll-free text messaging provisions in order to gauge their satisfaction level with respect to the services offered.

First Call Resolution: FCR is such a crucial call center performance metric that should be paid special attention to. Call centers should incorporate and implement an effective strategy that can ensure efficient resolution to customers, right on the very first call. This ensures higher customer satisfaction and an enhanced reputation for businesses.

Revenue Per Call: RPC is generally calculated by diving the total amount of revenues (generated through call center functions) by the number of calls. Although this is primarily related to outbound call center operations; however, with the rising popularity of inbound telemarketing, this becomes an important metric for overall call center performance evaluation. It is quite necessary to focus on revenues generated by call center functions in order to ensure proficient services to businesses.

Up-Sell/Cross-Sell Rate: Call centers must keep a close eye on the up-sell/cross-sell rates, which ensures extended assistance to businesses. This is a revenue-centric call center outsourcing attribute, and it is becoming an increasingly popular practice that helps companies in meeting customers’ expectations and maximizing business revenues simultaneously.

Cost Per Call: It is a major factor that is entirely associated with the cost of running a call center company. Cost per call includes all expenditures made by a company on handling each call, and those expenditures include the cost of setting up a call center infrastructure, arranging telecommunication equipment, installing appropriate business-specific software, and employing skilled staff.

Average Call Handling Time: This is an important performance metric for the call center planning system and contact center management framework. Call handling time not only includes the duration of time during which executives and customers talk, but also includes the total span of time required to handle each call and perform the related formalities, such as making entries in the database, updating CRM, and so on.

Quality Scores: Unquestionably, this is the most common performance metric in the call center outsourcing industry. Call centers monitor telephonic conversations between agents and customers to monitor, examine, and evaluate the quality of conversations and the ways in which customers or agents are responsible. These call center agent performance metrics also help call centers in ensuring the dissemination of accurate, reliable, and appropriate business information.

Active Calls vs. Waiting Calls: It is a real-time status call center performance metric used in the call center outsourcing industry. It is the ratio of the number of active calls as compared to the number of calls waiting to be routed to agents. Call centers must always monitor these data and share those with the agents to evaluate the performance of overall call center services. This in turn can pave way for reduced average call handling time as well.

Call Abandonment: This call center performance metrics relate to the number of calls that are disconnected before being answered. As this metric can influence customer satisfaction score, call enters must have an adequate number of PRI lines connections to minimize call abandonment rate. An intact tab on abandonment rate can ensure enhanced customer loyalty, customer referrals, and customer advocacy.

Staff Turnover/Retention: This is the best call center performance metric to gauge the satisfaction level of your workforce, and therefore, call centers must keep a close eye on the ratio of staff that leaves. By tracking and analyzing these data, call centers can develop insights regarding the factors that influence staff turnover rates.

These are key call center performance metrics that call centers must pay special attention to in order to adeptly evaluate their performance, competency, and efficiency. Not only this, but an in-depth analysis of key performance metrics can also help call centers in achieving operational excellence conveniently. 


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