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Seven Crucial KPIs Inbound Call Centers Need To Be Vigilant About

Posted by Ishtiyaq Nabi
inbound-call-center

Indisputably, inbound call centers worldwide are offering a perfect blend of innovative and pragmatic solutions to businesses across all verticals. The solutions offered by competent inbound contact centers have helped endless number of businesses achieve what they aspire for, and therefore, inbound call center firms have now become inseparable part of the business world. However, for any solution provider to march consistently on the path of organizational success, it is fairly important to select a set of crucial KPIs. It is so unfortunate that most solution providers are not paying due attention to this crucial aspect, and needless to mention, a minor negligence in this regard can impede the growth rate of any business organization.

What is KPI?

Key performance indicator (KPI) can be defined as a quantifiable aspect related to any specific business process that can be used to evaluate the performance of any brand or enterprise. Not only do KPIs help you analyze the success rate of any business initiative, but it also gives you clear understanding of the business areas that need urgent attention. Therefore, it is always crucial to choose an appropriate set of KPIs. Once you are ready with a set of crucial KPIs, no power in this world can desist you from achieving organizational success.

By paying due attention to crucial KPIs and taking pragmatic actions timely, inbound call centers worldwide can competently enhance their overall performance. This blog sheds some light on seven crucial KPIs that inbound contact centers need to be vigilant about.

  • Call Abandonment Rate
    Once a call gets abandoned or disconnected before it is answered, it can have a drastic impact on the reputation of any business firm. Obviously customers get irritated when their calls are not answered, and this can even compel them to switch to a brand’s competitors. Therefore, inbound contact center solution providers need to track this KPI quite vigilantly.

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  • Service Level or Response Time
    It is defined as the percentage of calls answered or attended within a specified or stipulated number of seconds. In order to ensure smooth operation and deliver enthralling customer service experience, managers of expert international call center firms need to monitor this KPI immaculately. Importantly, it will help them maintain long-lasting and valuable relationships with customers.
     
  • Average Call Handling Time
    It is the average time spent by executives while answering or handling a call — from when a calls begins till it gets terminated. This metric is important to track as lesser average call handling time would lead to more satisfied, if not delighted, customers. Apart from this, by ensuring minimum average call handling time, call centers can easily augment their organizational efficiency.
     
  • First Call Resolution (FCR) Rate
    Studies conducted by leading research agencies have highlighted the fact that FCR is the most crucial metric for any of the forward-looking inbound call centers. It can have a direct influence on customer satisfaction and loyalty, and therefore, solution providers need to monitor this KPI quite regularly. Importantly, it leads to reduced operational costs and improved agent satisfaction as well.

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  • Agent Occupancy Rate
    it is defined as the amount of time spent on answering or handling calls and to perform various related activities, such as updating CRM, sending emails, and so on. All the international call center firms worldwide need to optimize this, but they should always set manageable expectations from agents considering their stress level as well as workload.
     
  • Quality
    this performance metric is usually measured by monitoring the overall interactions between agents and customers. Herein, managers need to be watchful about:
            Whether the agent greeted the customer when the communication started.
            Whether the agent captured all the necessary details and data.
            Whether the agent delivered accurate and relevant information.
            How courteous/professional the agent was during the interaction.
     
  • Customer Satisfaction (CSAT) score
    Can anybody question the fact that enterprises approach expert inbound call centers with the sole intention of reinforcing their bonds with customers and prospects?  That’s why it becomes crucial to gauge the CSAT score and take success-driven actions quite regularly in this direction. Various call centers have therefore started conducting customer satisfaction surveys through toll-free text messages, online polls, IVR-based interactions, and so on.

INFERENCE:  Inbound contact centers should vigilantly monitor crucial KPIs in order to ensure comprehensive success in the stiffly-competitive outsourcing industry.


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