Managers at contact centers give due importance to the prioritization of monitoring metrics. After all, managing resources which are accurately calculated is always easy. But the availability of a wide array of metrics makes this task a tad bit confusing.
Some of the most popular call center metrics have been discussed below
1. Customer Satisfaction Scores: You would be wondering that how can you measure a subjective criteria such as customer satisfaction? Amazingly, there are ways to track this metric with the use of tools such as 'Net Promoter Score'. Companies use well-developed strategies to improve customer experience through email reviews, IVR-based surveys or experience gradation polls on a statistical scale.
2. Service Level: It is a common metric that helps to track a call center's service level. These offerings should be based on reasonable achievement levels of the contact center. It is generally a number pair that includes a percentage value and a time value in seconds.
For example, a typical service level metric outlines a target as '80% of all calls answered within 20 seconds'. But this is not a standard. The target SL varies with every call center service providers.
3. Blocking rate: It calculates the percentage of calls offered which are not allowed to creep into a given system. Forced disconnects are also included in this list.
4. Average Speed to Answer: These metrics measure the amount of time consumed on an average by a tech-support executive to answer a call.
5. Occupancy rate, first call resolution and time till resolution are a few other extensively used metrics.
Apart from the above enlisted call center metrics there are hundreds of other such measurement scales to gauge the services of an outbound call center service company. Such companies give credence to metrics which support their offerings from a client perspective.