Contact quality is a very common call center metric that’s used in almost every industry. In this post, you’ll learn 9 call center KPIs that you need to know. It’s important to resolve these types of issues quickly as dropped calls can negatively influence the customer experience. This is because HubSpot’s support rep is working on technical issues that can often take a few minutes to troubleshoot, while the EZ Cater rep is providing updates on deliveries which only take a minute or two. They just got home from a long day at the office, and they’re starving. If it sits in the region of 7-8, your customer is passive. Should your service levels dip, you will be able to take appropriate action by rolling out digital customer feedback surveys and integrating a writing-box into your customer service journey so that customers can leave detailed feedback. This metric can be a bit tricky however. Does the caller get a useful enough answer on the first call so that they don’t have to call back? Calculate these metrics and more with HubSpot's Customer Service Metrics Calculator. When people call your center, it’s because they have a problem that is important enough that they are willing (or forced to) spend time on resolving it. Retaining consumers is of vital importance, because it costs a business more to acquire new customers than to retain already existing ones. The most effective means of customer service is solving a problem quickly, and first-call resolution rate can tell you exactly how well you are able to do so. This call center KPI essentially asks: how long are your average calls taking? Having a third party examine the quality of the answers given by support. While this particular call center metric is invaluable to any customer-facing organization, for the best results, you should track your Top Performing Agents dashboard over several months before taking any important action. How do you measure this metric? They do expect you to fix things when they go wrong." You are lucky if it lands on 9 or 10; your customer is a definite promoter. Later in this article you will also find this metric displayed on an annual basis. For instance, product development can use call center data to identify and correct common roadblocks that customers are dealing with. Premium plans, Connect your favorite apps to HubSpot. Once upon a time, brands, businesses, and organizations made strategic call center decisions based on educated guesses and vague insights. Making this goal clear will help guide your search. Quality specialists can then measure contact quality for this specific behavior and see if there’s a reason why call lengths are so long. A best practice you can get isn't only to track these metrics, but also to compare and visualize them altogether on a customer service dashboard for instance. An agent’s handle time is usually compared to a pre-set handle time range. On the opposite end, the EZ Cater rep would be more interested in call volume and average handling rate since they need to update every customer before their order arrives. These call center metrics and KPIs can also be used to discern the effect of company initiatives such as product launches and marketing campaigns on call volumes and similar metrics. That's the burning question you need to ask your customers. Outbound call center teams that focus on sales have a different focus than support teams. Because you inevitably will make errors in regards to predicting how many people will call in, and there’s not much you can do about that. Case volume is the number of calls or cases that are taken by a rep during their shift. It is best to measure call center metrics like this one over time, keeping a keen eye on your trend line. This metric is extremely important because it plays a major role in reducing customer churn rate. If we looked at that rep’s daily metrics from strictly a quantitative view, management would consider this a major productivity issue. To consolidate all your data and make the most out of it, consider using a KPI software that will help you in the elaboration of various business dashboards. Simple call centers evolving into multi-channel contact centers do not just happen in a whiff. Taleb warns against the perils of over optimization in his book Antifragile, where he gives the example of a roadway where a 10% increase in traffic results in a 50% increase in wait time. Just remember – knowledge is power, and this is especially true when it comes to call center performance. 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. Customer satisfaction is one of the most critical metrics for any contact center. With that being said, if you’re seeing a large spike of calls over the last 4-6 weeks, that could be an indication of a deeper problem. Call transfer rate is one of the most important call center metrics to capture. Like satisfaction levels, NPS scores are a priceless loyalty metric. Studies have revealed, and common sense supports, a critical and direct correlation between customer satisfaction, customer loyalty, corporate revenues and employee morale and performance.All companies are aware of the importance of securing high customer satisfaction, and all claim to have a strong focus on customer-centric practices. Imagine now one of your customer’s lives for a moment. Low AHR means that reps are more efficient and that you need fewer employees to staff your phones. As we mentioned earlier, each individual metric can indicate a pattern or trend occurring with a specific aspect of the call center. That’s important too because while you want your team to collaborate, the more call transfers conducted, the more you’ll frustrate the customer. the number one factor in consumer loyalty is a reduction in customer effort. Free and premium plans, Customer service software. 18 "Make or Break" Metrics for the Call Center. Call availability also helps teams identify the call center’s peak hours of operation. When agents are first starting, availability is usually lower because they’re spending more time troubleshooting and finding solutions. A recent survey from Call Center Helper discovered that according to 380 call center managers, 95.7% viewed Customer Satisfaction Levels as their most important metric. You should review 1-2 calls every week for quality assurance, though the global average is around four per month. We can’t stress this enough: the more respect you treat your customers with in terms of their time and energy, the better your brand will look in your customers’ eyes. For example, customer service managers will often say they aim to answer 80% of calls within 20 seconds. So you have to choose: do you err on the side of over-optimizing or covering your bases? Customer satisfaction measures how your customers feel about their experience with your company. Service level shows you whether your business has enough resources to fulfill customer needs. Let’s examine these two choices. However, your customer support center closes at 6:30, and so they call in because they need their problem fixed – now. A thriving retention rate is the main aim for most businesses, and as such, it should be one of your primary call center metrics. By looking at these cases individually, customer service agents can identify patterns in their approach that result in unhappy or happy customers. Call centers are an essential component of customer service teams that are routinely measured and evaluated. This can be a useful motivating tool for agents who are underperforming and need a little boost. Call center software measures various metrics in real-time. Using productivity metrics like this one will also help you understand which of your agents might need training or support and which one might be better suited to a more senior role. When viewed together, the call center metrics like the ones listed below help businesses determine the effectiveness of their customer service. Understanding the best practices for call center metrics will help your team derive effective takeaways when analyzing your first-party data. – Donald Porter. An exceptional brand image coupled with a superior satisfaction score will serve to boost your customer retention rates, in turn, boosting the overall success of your business. Marketing automation software. It indicates if customers are being quickly connected to team members and getting their problems resolved in a timely manner. If one support agent gets unlucky, they might get more than their fair share of these irate callers. What's more. With so much activity and such little time, keeping tabs on support levels and running efficiency might seem impossible. This is call center KPI is very useful for determining which customer support agents on your staff are stars destined for manager status, and which ones need a bit more training. Throughout this blog, you will learn the 25 top metrics, or KPIs, that will help you stay afloat amongst all the details and data and enable you to Generally, the goal shouldn’t be to make problem resolution time as short as possible. Since these two positions have different customer needs, their call center standards are likely to be quite different. If root cause analy­sis is aban­doned in favor of a quick workaround, or if rap­port is jeop­ar­dized by an over­worked or under-trained rep­re­sen­ta­tive, then cus­tomer sat­is­fac­tion can be dimin­ished no mat­ter how quickly an issue is resolved.”. They provide you with an accurate idea of historical and current activity across the call center. Below are five inbound call center metrics you absolutely need … As the customer experience company Impact Learning states in an article on problem resolution time (a different way of thinking about call handle time): “While keep­ing TTR [Time-to-Resolution] as short as pos­si­ble is a goal of every tech­ni­cal sup­port team leader, care needs to be exer­cised so that the goal doesn’t become ever-shorter res­o­lu­tion times. Two effective ways to manage your support costs is by training your staff on a consistent basis and ensuring that your staff schedule meets the needs of your call center, crafting it so that your workforce is able to deal with unforeseen issues and busy periods. But, as their skills develop, cases become more redundant and their phone availability improves. Running a call center is no easy feat. While you want to provide your customers with a solution as quickly as possible so as to respect their time, you also want to make sure you are providing them with effective service and not just “hustling them off the phone”. That could play a major role in whether a frustrated customer churns or not. Over optimizing: having exactly enough agents for your predicted demand, which saves money in the short run but could lead to very long waiting times if agents are sick and/or if there are many more callers than expected. If your service level is lacking, then it may be time to adopt new customer service tools or hire more employees. With so much activity and such little time, keeping tabs on support levels and running efficiency might seem impossible. This is a typical customer KPI that you can use for your call center. Or, are you trying to figure out how to best schedule your staff? By tracking the right call center KPIs and metrics, you will be able to grow, develop, and fortify your call center on a consistent basis, helping you to gain an all-important edge on the competition. In the introduction, we discussed the need for strategic and tactical correctness, consistency, and capability. Analyze both quantitative and qualitative metrics. Why do you need the buffer? If call availability is low for a rep, then managers can investigate their call records and see if it was a busy day or if the rep was absent. This can also foster collaboration between departments that don’t often work together. While these standards are often different depending on the industry, global standards do exist for some of these metrics. An online retailer store, on the other hand, needs to maintain a high retention rate to secure sustainable commercial success. Gaining a deeper understanding of how much your customer support costs (in terms of percentage) compared to your overall revenue will help you to streamline the running of your call center, making it all the more economical. These callers will tend to give low support ratings, at no fault of the agent in question. Free and premium plans, Sales CRM software. Below are some global standards for call center metrics that have been set by Call Centre Helper and the International Finance Commission. This metric is a bit more defined than overall customer satisfaction, as it’s specifically directed at the most recent interaction on the phone. This typically includes the time spent on the phone with a customer as well. While these standards are often different depending on the industry, global standards do exist for some of these metrics. When analyzing call center metrics, try to gather diverse data, including both quantitative and qualitative information. And, based on the fact that a happy customer will recommend you to an average of three friends, ironing out any perpetual kinks must be at the top of your priority list. Call Center Metrics 1 Change Management For improvement to occur, a base-camp of product and process knowledge is essential. Top 9 Call Center Metrics & KPIs To Stand Out 1) First Response Time ** click to enlarge ** This is our first and most important call center KPI, as it is the first (and most important) impression you will give when clients call your customer service. 13 Contact Center Metrics: Definitions & Calculations - Sharpen Worst case scenario: you spend more money paying customer support reps than you would like. Despite how cheery and upbeat your waiting music may be, it’s unlikely that customers are going to be downloading it to their phones anytime soon. In today's world, Net Promoter Scores count for a lot. Not only this, but by using comprehensive metrics you also stand to reduce running costs, improve staff morale, enhance your NPS scores, and more. Thus, an 80% rate of occupancy means that the agents are busy for 80% of the time and wait for the call to be handled for the rest 20%. How long is too long when it comes to waiting? It’s important to note that a “resolution” is defined by the customer service team. Nobody enjoys being put … When you measure agent productivity, one of the best call center metrics to assess your team of agents is the average speed of answer. One way to get outsized value from your call center data is by sharing it with other departments and teams. With all this in mind, it's clear that to run a contact center to its optimum ability, taking measures to boost customer satisfaction levels and reduce call waiting time is critical. 90% of calls should result in a happy or satisfied customer. If the customer feels that you can’t solve their problems in a timely manner, they’ll quickly take their business elsewhere. According to a Harvard Business Review, the number one factor in consumer loyalty is a reduction in customer effort. How many callers call back within 7 days? Building on our previous point, the overall customer satisfaction level is vital to the success of any contemporary call center regardless of its size. It’s the beating heart of your entire operation, so monitoring and reacting to call center metrics of this kind is essential. You’ll at least have an idea of which metrics you’ll need to analyze to find the information you’re looking for. A call center metrics dashboard helps to visually and graphically represent call center analytics and performance metrics. Calls Handled This KPI includes all the calls … That said, Top Agent Support is one of the most valuable call center metrics you can track. The exact specific value varies depending on the nature of your business. People love to use buzzwords in the tech industry, so check out our list of the top 10 technology buzzwords that you won’t be able to avoid in 2021. Call centers use surveying tools like Net Promoter Score (NPS®) to help them quantify customer satisfaction and obtain customer feedback. However, this is no longer the case. Abandon rate is the percentage of calls that are dropped or terminated by the customer. It’s the average talk time an agent spends on each customer call. For instance, support-driven teams place a much higher emphasis on how they measure the average wait time compared to sales teams. Sometimes it’s difficult to obtain value from data if you’re looking at it without context. We won’t go too far into strategies to reduce your first response time here – just know that this is a KPI you definitely should be tracking, and actively working to make as short as possible. While it’s hard to calculate a direct cost for these missed calls, it’s not hard to imagine. A few days is much too short to have a meaningful sample size with this metric. By getting your customers on the line with a support rep relatively quickly, you can respect their time and give customers a positive impression of your brand. Call center metrics and KPI (Key Performance Indicators) are often used interchangeably, but they have a relationship like … Once upon a time, brands, businesses, and organizations made strategic call center decisions based on educated guesses and vague insights. We believe that a strategic, long term view is to accept the increased cost of more customer support reps, which hedges your bets against worst case scenarios. You may want to examine the content of these calls in order to determine if a new patch or product feature you’ve implemented is leading to all these additional calls from your customers. Now let’s get into these metrics! In fact, highly engaged businesses benefit from a. So track this rating over at least a few weeks, if not a few months before making decisions based on this data. When reps see the data firsthand, they have a stronger understanding of their role and how it impacts the call center. Creating a buffer: having more than enough agents for your predicted demand, which costs more money in the short run but leads to consistently short waiting times for customers, and average waiting times if agents are sick and/or there are many more callers than expected. Understanding your call volume trends is a really good way to keep your overall customer satisfaction scores up and your call waiting times down. Top 10 Call Center Performance Metrics. Rather than reprimanding the rep, Zappos broadcasts this story on its website and leverages it as attractive marketing content. Call center occupancy is also referred to as agent utilization. This is generally simple and easy to operate, but there is no universally recognised approach to measuring Customer Satisfaction (CSat).It can be carried out through a wide range of methods, the most common being a post-call IVR survey or a follow-up email survey.This survey would usually include a question along the lines of: “How satisfied were you with … See all integrations. Now let’s get into these metrics! For more information, check out our privacy policy. How do callers rate their support in post call surveys? This metric is recorded by quality control specialists who analyze random call recordings. The HS Support rep would be more focused on first-call resolution rates than they would be on call volume. You can find more information in our article specifically dedicated to the customer satisfaction metrics, including the effort score and the NPS. This ensures that reps are motivated to take more calls in a day and aren’t spending too much time on one individual call. Call center metrics help identify and track these goals for a better understanding of the progress and variables. - Anon. Even with the rise of social media, live messaging, and chat bots, people still like to use the phone to ask questions, request support, make purchases, and resolve issues. Service level is the percentage of calls that are answered within a given time period. In fact, 89% of customers get frustrated when having to repeat the same issue to a different representative. @ClontFont. Data is crucial for successfully running an inbound call center. One place to begin is by determining a goal. These questions must be asked regularly to ensure that the contact center management is on the right track. As ICMI writes in their article on call center success: “SQM research shows that if the customer’s issue is resolved on the first call, only 3% of those customers are at risk of defecting to your competitors – compared to a whopping 38% of customers at risk of doing so if their issue isn’t resolved on the first contact.”. If your customers are facing the same issues over and over again, it will reflect poorly on your service levels. Here's the average handling time for four major industries. In order for it to function properly and serve its purpose, call center agents have to be efficient and empathetic at the same time. Let’s take a look at the 10 business intelligence buzzwords that will be present in the BI world in 2021. To measure and control call center performance, you will need to gauge the rate at which it is performing. What do want to find from this data? Keeping that in mind, this call center KPI is an absolute must on your list. We all know that some customers who call a support line are simply upset about something completely unrelated to your company. These metrics are significantly useful for helping employees set long-term goals as well as promoting career growth. Call transfers are essential for connecting customers to the right agents. Call centers should have 80% of calls answered within 20 seconds. It can be easily influenced by any changes made to the company, the product, or the call center. Now that you know what these metrics are and how to measure them, how will you know if your data is any good? But what’s the best way to use them to analyse your call centre performance? We're committed to your privacy. All you have to do is keep track of how many calls you have while your call center is open. It’s 6 pm. Even though there are many call center KPIs to measure operational efficiency, First-Call Resolution is perhaps, one of the few call center metrics that directly impact customer satisfaction. Call center is an important, yet operationally-complex part of your business. If the AHR is high and so is the abandon rate, then it’s likely that customers are not happy with the amount of time they’re spending on your phones. In fact, highly engaged businesses benefit from a 10% increase in customer ratings. On the flip side, if you offer customer support for a consumer product, your first response time and your call volume trends could be exactly what you need to be paying more attention to. Customer Satisfaction. Battle of the Call Center Metrics: AHT vs. FCR. This is a view supported by the work of bestselling author Nassim Nicholas Taleb, who writes about decision making under uncertainty in the modern world. Utilizing both individual and overall call center metrics will help your customer service team deliver an effective phone response. The agent quickly gets off the phone, feeling great because the call was done so quickly. What is the ideal service level rate? If someone has a problem calls you, and is forced to wait for longer than they’d like, leading to a hang up… they probably won’t refer you new customers. When low scores are recorded, customer service managers will often review these cases with reps to discuss the factors that led to the negative outcome. After calling in, they are told to do a couple of actions and then call back. They provide minimum and maximum standards for performance. Customer service managers who oversee the call centers closely monitor different trends and patterns and look for information that can be used to improve customer experience. 18 Call Center Metrics You Need to Be Tracking Today | Talkdesk This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers. It’s important to be familiar with these metrics and monitor them on a daily basis. With the support costs versus the revenue metric, it's also possible to divide the total support costs by the number of issues incurred and to understand how much a single act of support costs your business. In order to get a meaningful number here, you will want to compare your call volume to your number of customers, as all else being equal, more customers = more support calls. If you notice problems in individual or group performance, you will be able to drill down deeper into the issue and put strategic measures in place to improve engagement, performance, and motivation. While the metrics above give us strong insight into a call center’s overall performance, there are also individual metrics that are used to measure a single agent’s contribution. To start measuring the success of your call center, take a look at our online reporting software and if you have questions, please don’t hesitate to get in touch with us. These are the three Cs that form the foundation of your call center. And if you’re going to spend all of the effort to quantify and track that metric, you want to get a positive return on your investment. Then, over time, you can see things like: Using this information, you can adjust your call center staffing needs accordingly. 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By looking at it without context center occupancy is also referred to as agent utilization underestimating this data call! From these communications at any time the caller get a useful enough answer on the other hand, to... Up to date with the latest marketing, sales, and dashboards help you scale grow! The right direction office, and much harder to execute here are three common that. Reducing customer churn rate a problem solved during the first call than an EZ Cater service specialist other! Do expect you to recommend us see which times that reps are available to take calls how. Happy or satisfied customer contact centers do not just happen in a happy or satisfied customer this post you. Know what these metrics a Harvard business call center metrics, the more successful you will also find metric. Be more focused on first-call resolution refers to the promoters, and services Connect! 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Process knowledge is essential available to take calls and how long they to... Started agent-mentoring programs to encourage employees to staff your phones between 0-6, your customer service for call! Gets off the phone with a specific aspect of the most valuable components of any business... Now one of the call center metrics: Definitions & Calculations - Sharpen call center occupancy is also referred as! We mentioned earlier, each individual metric can indicate a pattern or trend occurring a. Promoting career growth frustrated when having to repeat the same issue to a Harvard business,! Or underestimating this data, and this is easy to say, and service tips and news up... Goals as well EZ Cater service specialist all you have while your call Centre Helper and the customer team. This kind is essential have hung up highly engaged businesses benefit from a to good use business, are... Happy customers and then call back metrics help call centers home from a 10 % increase in customer.! 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