{"id":8380,"date":"2020-01-29T06:48:55","date_gmt":"2020-01-29T06:48:55","guid":{"rendered":"https:\/\/www.therealpbx.com\/blog\/?p=8380"},"modified":"2020-06-17T07:46:30","modified_gmt":"2020-06-17T07:46:30","slug":"call-center-metrics-guide","status":"publish","type":"post","link":"https:\/\/therealpbx.com\/blog\/call-center-metrics-guide\/","title":{"rendered":"A Complete Guide to Call Center Metrics | The Real PBX"},"content":{"rendered":"\n
\"the<\/figure><\/div>\n\n\n\n

Identifying the flaws in business operations and\nfixing these quickly seems hard, but with call center KPIs, it has become an\neasy task. There are several call center metrics that can assure a productive\ncall center environment. <\/p>\n\n\n\n

Here is the list of some important call center\nmetrics that you should use in your call center to streamline your business operations<\/a>.<\/p>\n\n\n\n

1. First Call Resolution<\/h2>\n\n\n\n

FCR (First Call Resolution) is a call enter metric\nthat defines customers\u2019 calls that need no transferring to others as these calls\nget resolved in the very first attempt. Or we can say that FCR explains the\nagents\u2019 ability to solve the customer query in the first attempt.<\/p>\n\n\n\n

Higher FCR rate means more satisfied customers. You\ncan ensure a higher FCR rate in your call center by providing training to your\ncall center agents so that they can handle the calls efficiently. <\/p>\n\n\n\n

Also, higher FCR can be achieved by implementing advanced\ncall center tools like IVR<\/a>. Through\nthat, all calls will be routed to their appropriate departments, and agents\nwill be able to handle those calls efficiently.<\/p>\n\n\n\n

2. Cost Per Contact<\/h2>\n\n\n\n

This metric defines how much each call costs to\nyour call center. Whenever your agents send an email, dial, or pick up the\ncustomer call, it costs to your business and lies in call center operating\ncosts. <\/p>\n\n\n\n

Through this call center metric, you can do a cost\nanalysis and easily figure out the overall operational cost.<\/p>\n\n\n\n

3. Call Quality<\/h2>\n\n\n\n

Basically, call quality is measured on a scale of\n0-10 that explains how good an agent handled a particular call. Call quality is\nmeasured through feedback systems and by monitoring the calls. <\/p>\n\n\n\n

Call quality represents the facts and data that use\nto determine how well agents are doing, and are they meeting the performance\nobjectives or not? Call quality assurance metrics increases operational\nefficiency and create a smooth journey for your customers that converts into\nloyal customers.<\/p>\n\n\n\n

4. Service Level<\/h2>\n\n\n\n

Each call center sets its terms and conditions or\ncreates plans like how much calls an agent should answer at a particular time.\nService level KPI is used to ensure that the target is being met or not. <\/p>\n\n\n\n

This call center metric gives you insight related\nto resource planning and operations management that ensures all resources are\neffectively utilized, and call volumes are under control. <\/p>\n\n\n\n

5. Average Idle Time of\nAgent<\/h2>\n\n\n\n

In the call center environment, it is challenging\nto signify which agent is more productive and which one is not. That is why it\nis important to identify the agents\u2019 performance to get optimum results.<\/p>\n\n\n\n

Average Idle time is a call center metric that\ndefines how much time an agent is free and has waited to handle a customer\ncall. Whereas, the average idle time of agent represents the total call\nhandling time to the total working hours.<\/p>\n\n\n\n

This metric helps in workforce management; for\nexample, if a campaign has high call volume, then you can switch your agents\ninto another campaign that will eliminate agents\u2019 idle time and boost their\nproductivity. <\/p>\n\n\n\n

6. Abandoned Call Rate\n(ACR)<\/h2>\n\n\n\n

Abandoned Call Rate or ACR defines the percentage\nof calls that are hung up by callers before an agent answers. A high abandoned\ncall rate results in decreased customer satisfaction, and this is mainly due to\nlong hold and waits times.<\/p>\n\n\n\n

You can easily calculate the overall abandoned call\nrate by dividing the total abandoned calls to the total incoming calls. For a\nbusiness, the abandoned call rate should be lower, and you can facilitate this\nby offering self-service options to customers. <\/p>\n\n\n\n

7. Average Speed of Answer\n(ASA)<\/h2>\n\n\n\n

ASA is the average time of the call that defines how long a call has been queued to get answered. This metric determines the time each caller spends on call waiting either on phone rings or in a call queue.<\/p>\n\n\n

ASA = Total length of customer wait time<\/u> * 100
\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Total number of calls answered<\/p>\n\n\n

Using the ASA calculation, call centers can easily\ndetermine how quickly they are responding to customers’ calls. Lower ASA score\nis good as it ensures callers do not have to wait too long, whereas higher ASA\nis a sign of bad customer service.<\/p>\n\n\n\n

8. Average Handling Time<\/h2>\n\n\n\n

Average handling time or AHT is the average time an\nagent takes to handle a call from start to finish.<\/p>\n\n\n\n

Once you have some data points like talk time, hold\ntime, and wrap time, it will be so easy to calculate AHT as it is the average\nof total talk time, hold time and wrap time divided by the total numbers of\ncalls handled.<\/p>\n\n\n

Avg. Handling Time = Total talk time + Total hold time + Total wrap time
<\/u>                                               Total number of calls handled<\/p>\n\n\n

Where, <\/p>\n\n\n\n

Talk Time = Amount of time agent spends on a call.
\nHold Time = Amount of time customers spend on hold.
\nWrap Time = Total time spent by the agent in doing after call work like\ndisposition codes.<\/p>\n\n\n\n

Basically, AHT assesses the call center efficiency\nwith the aim to improve agent performance and customer satisfaction. Ensuring a\nlow AHT signifies good agent performance, but it requires a lot of efforts as\nyou have to:<\/p>\n\n\n\n