What are call center metrics? 8 Effective Features of Call Center Metrics

What are call center metrics?

In this blog post, we are trying to explain the question ” What are call center metrics? “. For a successful call center, you need some call center metrics to accomplish. These metrics are important to make your KPI (Key Performance Indicator). Accurate data is essential to successfully maintaining a call center. With the busy call traffic that happens every day, it can be quite difficult to understand what’s going on without meaningful measurements. This makes it very important to choose the right metrics. Because when you choose to focus on a specific call center KPI, you can easily see that this metric represents an important reality in your business. Here we will explain the most common metrics you need to know.

Call Center Metrics
What are Call Center Metrics?

8 Effective Features of Call Center Metrics

First Call Resolution

It is a call center performance data that shows the ratio of contacts resolved at the first call made with the customer and that does not require a repeat call, to all contacts. There is no need for an agent to transfer a call, there is no follow-up after the call, and the customer has customers who report that their problem has been resolved after the first call. If you want to read more about first call resolution you can check our other blog posts.

Service Level

It is performance data that indicates what percentage of incoming calls are met below the specified target time. It can also be calculated with different formulas. Also called Telephone Service Factor or TSF. Handling incoming calls within a certain period of time. “Answering X% of incoming calls in Y seconds”. If you want to read more about service level you can check our other blog posts.

After Call Work

Post-call process – refers to the work that needs to be done immediately after and due to an incoming transaction type These jobs are mostly in the form of data entry, filling out forms or making external calls, while the customer representative cannot answer another incoming call. If you want to read more about after call work you can check our other blog posts.

Average Handling Time

AHT, which has been the most common call center metric for years, refers to the Average Talk Time and Average Post-Call Work total for a given time period. If you want to read more about average handling time you can check our other blog posts.

Average Speed of Answer

The term includes the average phone ring time, average talk time, and average post-call total work within a given time frame. If you want to read more about average speed of answer you can check our other blog posts.

Average Time to Abandonment

Also referred to as a lost call, it is when the caller hangs up without reaching an agent after joining the queue of customer representatives. If you want to read more about average time to abandonment you can check our other blog posts.

Customer Satisfaction

It is the ability of the firm and/or the brand to meet the business, emotional and psychological needs of its customers. If you want to read more about customer satisfaction you can check our other blog posts.

Percentage of Blocked Calls

The percentage of blocked calls means the number of customers who get the busy tone when they call. If the percentage is too high, it means that your agents can not help customers, which can create frustrated customers who don’t get the help they need. If you want to read more about percentage of blocked calls you can check our other blog posts.

Average Sales per Agent

The Average Sales Per Agent metric measures the average total sales that agents close in the specified period. This metric helps reach the number of sales your team has closed. If you want to read more about average sales per agent you can check our other blog posts.

In this blog post, we answered the question of what call metrics are. Did you find this article helpful? Let us know by leaving a comment below.

If you want you can also read more about call center metrics.

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