Top BPO Call Center KPIs to Monitor and Concentrate on Success

Posted by ICCS-BPO on Tuesday 13th of March 2018

A call center manages numerous calls each day and at the same time puts a lot of effort to maintain a high standard of customer service. To determine the success of call center operations and to perform all the activities effectively, it becomes imperative for call center supervisors or managers to analyze and assess key performance indicators (KPIs). However, it is often not clear which metrics to measure in order to improve the day-to-day operations and increase overall profitability while providing quality customer service.

Described below are certain key metrics to consider for improving call center performance and customer engagement:

1. Percentage of Calls Blocked

A call center KPI that has a large impact on customer satisfaction is the percentage of calls blocked. This is the percentage of inbound callers that received the busy tone when they call and is often caused by one of the following:

There are no available agents and no call queues configured (or the call queues are full) so callers hear a busy tone when they call or are routed directly to voicemail

The call center software can-not adequately handle the call volume.

As even one blocked call can be a missed opportunity to connect with a customer or prospect, this is a call center KPI that should never be ignored.

2. Average Time in Queue

No one wants to wait in a queue for a long period of time. Thus, in order to ensure your callers’ wait time is within an acceptable range – and customer satisfaction is as well – you must keep track of average time in queue. This KPI is the total time callers wait in call queues divided by the total number of calls answered by agents. It is a great indicator of whether or not your team is providing their callers with the service they deserve.

3. Average Abandonment Rate

Call abandonment, or the percentage of callers who hang up before reaching an agent, is a common occurrence in the call center and has a detrimental impact on customer retention. It is therefore imperative that customer-centric call centers keep track of this KPI and make sure that it remains below a target threshold.

4. Service Level

Service level is the percentage of calls answered within a specified number of seconds. This call center KPI is typically displayed in real-time to both agents and managers in their call center software metrics dashboard so they can make data-driven decisions that will have an impact on keeping this KPI within an acceptable range.

5. Average Speed of Answer

The average speed of answer  is the average time it takes for calls to be answered in the call center during a specific time frame. This includes time spent waiting in a queue and while the agent’s phone rings however does not include the time it takes to navigate through the IVR. It is a call center KPI typically referenced by managers when assessing their team’s efficiency and degree of accessibility to their callers.

6. Average Handle Time

Average handle time is the elapsed time from when an agent answers a call until the agent disconnects. It is one of the most commonly analyzed KPIs in the call center industry as it is directly related to caller satisfaction.

7. Average after Call Work Time     

In most call centers, an agent’s work does not end when they finish a call. In fact, they often spend quite a bit of time updating databases, sending emails and informing teammates about the call. This time an agent spends completing a transaction after the caller has disengaged is called after call work time. Managers often seek to reduce after call work so that they can maximize the time their team spends interacting with customers while they are on the clock.

8. First Call Resolution

First call resolution is another KPI that is directly related to customer satisfaction – and it is easy to see why. It is the percentage of calls that the agent completely addresses the caller’s needs without having to transfer, escalate or return the call. Resolving an issue on first contact is so important, that many claim that first call resolution is the single most important KPI related to a customer’s level of satisfaction with a company. It therefore should be at the top of any list of call center KPIs to track over time.

9. Customer Satisfaction

Customer satisfaction is a KPI that can be acquired from many different sources. Call centers typically arrive at a customer satisfaction score by conducting customer surveys as well as obtaining quality assurance measurements. Regardless of the methodology used to arrive at this KPI, it is one that should always be considered when analyzing call center effectiveness and efficiency.

10. Occupancy Rate

Occupancy rate measures the amount of time agents are on live calls as well as completing work associated with the calls. While most call center managers seek to optimize occupancy rates, they must also be cognizant of agent workload as well as agent stress when setting targets for this call center KPI.

11. Agent Absenteeism

Agent absenteeism, or the number of days lost per year due to agents being absent as a percentage of the total number of contracted days, can have a major impact on call center scheduling and staffing as well as their bottom line. It is therefore a KPI that can be helpful in developing a budget as well as optimizing workforce management practices.

12. Agent Turnover Rate

The final call center KPI that should be included in every call center manager’s list of metrics to track over time is agent turnover rate. This is the percentage of agents who leave the call center to work elsewhere. Agent turnover rate significantly impacts customer satisfaction, call center scheduling and team morale, thus it should be included on a list of metrics to track over time.

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