Call center executives are the frontline workers for carrying out the business essentials for any organization.
In order to match the pace of services and be in the race of business competition, the call center company, around the globe are practising their best enough to escalate the experience of the customer by rooting the customer satisfaction score.
The market experts and several call center service provider believe that it is really important to follow a set of standards in order to deliver the best of services to the customer, over the preferred medium of communication i.e; phone call, messages, chatbot etc.
Therefore, it is prominent to look for the list of essential call center metrics, in order to drive the wheels through an efficient range of call center services.
Some of the famous call center metrics are:
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Call Center Metrics: Table of Content Call Abandonment Rate First Call Resolution Average Handle Time Service Levels Adherence Rate Customer Satisfaction Rate Average Wait Time Occupancy Rate Cost Per Call Attrition Rate |
Call Abandonment Rate:
As the name suggests, the call abandonment rate is one of the deciding call center metrics, when it comes to deciding the levels of productivity in the business niche.
Generally, the caller making the call to call center executive expects to get in touch with him in the most recent possible time.
Delay to answer the call can result in an increase in a number of abandoned calls, which can significantly drop the level of call center services.
One can calculate the call abandonment rate in the call center by following the given formula-
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Ar (%) = (Ac / n)*100 |
Where, Ar= Abandon Rate, Ac=Abandoned Calls, n=Total Number of Calls.
First Call Resolution:
Call center company often deal with eminent delivery of services, required to upgrade the virtues of business.
Working on call center metrics through the first call resolution calls for the offering the complete resolutions to the query raised by the customer, discarding any sort of need for follow-ups calls from the end of executive or customer.
The more the percentage of first call resolution the better will be the customer satisfaction rate!
First call resolution can be calculated by following the given formula-
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FCR (%) = (Number of FCR Calls / Total Number of Calls)*100 |
Where, FCR= First Call Resolution.
Average Handle Time:
Average Handle Time (AHT) is the sequence of Average Talk Time (ATT) and After Call Work (ACW).
The call center service provider actively works on deflating the AHT, which further bolsters in extracting the cost related to the same, in the favour of an organization.
Where Average talk time is the time required for creating the sales and raise a ticket for the required purpose and its subsidiaries.
Experts dealing with call center services believe that ‘average call duration is about 4 minutes’, which further encapsulates the information required for pointing out important nodes of the organization.
The calculation is often followed as;
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Avh = Avt + Afw |
Where Avh=Average Handle Time, Avt=Average Talk Time, Afw=After Call Work.
Service Levels:
The service level can be counted as a percentage of calls answered in the call center company, within the predefined time span.
The more number of calls answered in time, the better will be the service level, which is further responsible for driving successful business and its related benefits.
Several call center service provider affirm the factor that they tend to reach the service level standards to 80/20 i.e; 80% of calls to be attended in the first 20 seconds of a call's ring.
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80/20 Service Level Standard i.e; 80% of Calls to be Attended in First 20 Seconds of Call’s Ring |
Adherence Rate:
Adherence is one of the important call center metrics used to closely monitor the activities of agents, adhering to their targeted schedule.
The metrics are used to analyse the performance of call center executives by registering the paid hours and paid lunch hours.
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Adherence: (AHT + AT) / (Paid Hours – Paid Lunch) |
Where, AT= the amount of time an agent is willing to have a call.
Customer Satisfaction Rate:
Customer satisfaction is the most required agenda held by any call center company.
Each organization works firmly on the way to deliver the best of the call center services.
The more the customer will be satisfied, the maximum will be the chances of future sales opportunities.
The call center service provider can lay its hand on statistics through conduction of survey, feedback calls and many more…
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Customer Satisfaction Rate (%)= (Number of Satisfied Customers/ Number of Survey Responses)*100 |
Average Wait Time:
Average wait time is one of the types of call center metrics that is used to monitor the flow of call center services, so as to work on the measures responsible for reducing the wait of the customer in the queue of getting in touch with the real-time executive.
The call center service provider prepares to decrease the average wait time over the phone call by advocating the use of Interactive Voice Response (IVR), Automatic Dialer and Predictive Dialer.
The less the average wait time for a caller, the less will be call abandonment rate!
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Average Wait Time = (The Total Time Your Customer Wait in Call Queues/ The Total Number of Calls Answered by Agents) |
Occupancy Rate:
Occupancy is one of the most important call center metrics used to monitor the productivity of an agent.
The rate of occupancy helps in determining the time utilized by the executive and also identifies the depth of responsibility on the shoulder of the executive in the call center company.
If the occupancy rate is less than 70%, the executive might not be delivering its best of the services to the organization.
But, if the occupancy rate is more than 80%, it signifies that the executives might be overburdened with the task allotted to him.
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OcR = TcT/(TcT+Avt) |
Where, OcR=Occupancy Rate, Tct=Total Call Time, Avt=Available Time.
Cost Per Call:
Cost per call is an important type of call center metrics, which acts as a deciding factor to implement the number of executives for the job role position.
The cost per call can vary on the basis of the number of executives, holding the responsibility of inbound call centers.
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Cost Per Call= Call Per Hour/ Executive’s Hourly Income |
Attrition Rate:
The attrition rate is often termed as turnover in the call center company.
It is prominent for the call center service provider to measure the percentage of attrition i.e; employees leaving the organization for voluntary or involuntary reasons.
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Attrition Rate (%)= Number of People to Leave the Call Center/ Number of Positions in Call Center |
Tracking the attrition rate viz call center metrics, the call center company can set up a back-up plan, if the employee asset for the organization leaves from his position.
