These days, no call center should ever be without the implementation of call center metrics. This is because these quantifiable measures are very much needed in measuring call center performance as accurately as needed.
We all know how important quality, service, and efficiency are in the volatile industry call centers belong to. In fact, these are actually the categories that should be used when developing call center metrics. These categories can actually be used in measuring the performance of both the traditional and the modern call center.
Of course, there just might be certain modifications that have to be made, especially when it comes to the reflection of modern call center transactions. The following are the commonly used metrics that can greatly help in measuring the performance of a call center.
* Blockage. This is actually very important when it comes to the efficiency of any call center. There just may be times when your customers cannot access any representative from your call center, and there are several reasons for this. The lockage may be caused by the large number of callers waiting on queue. On the other hand, the network facilities just may be inadequate during this time. Call centers have to gauge these reasons one by one, to ensure the prevention of blockage. This can very well damage customer satisfaction and retention.
* Abandon rate. This pertains to the rate of calls that are abandoned by the customers who made these calls themselves. This is still related to blockage, particularly to the scenario where there are many customers waiting on queue. Human as we are, we do not really like it when we are made to wait. Customers are just like that; they can only extend a matter of minutes when waiting on hold, and they abandon their calls all together. This has to be included in your metrics. This way, solutions can be developed to deal with this inevitability.
* AHT or Average Handling Time. This pertains to the average number of minutes that the agent is expected to handle each call that is routed to his or her station. This is a metric that is influenced by a number of factors. For instance, you cannot expect the AHT of both the Billing Department and the Technical Support Department to be the same or within the same range.
Customers calling the Billing Department would merely have inquiries regarding their billing statement and the like. But when a customer calls Tech Support, this would more likely be related to a specific problem where troubleshooting is often required. Thus, the AHT of Tech Support should be significantly longer than that of Billing.
* Customer satisfaction. Now, this is indeed very much needed in gauging call center performance simply because this is one of the primary goals of any call center. By providing quality service, customer satisfaction will certainly be attainable. Consequently, revenue would be attainable as well. This metric should be included to effectively gauge what call centers can do to achieve customer satisfaction consistently.
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