C A L L C E N T E R Q U A N T I T A T I V E M E T R I C S

Part One in a Series

What every manager needs in order to have a productive team...

Why Call Center Metrics?

To quantify performance and

results

To evaluate the quality of service your customers

deserve and demand

Call Center Metrics: Positive Outcome

Customer Loyalty

Customer Retention

Also know as Productivity Metrics Quantitative Metrics set benchmarks for performance, and pay attention to the quality of service your team is offering.

Quantitative Metrics

How effective are your call center agents?

To measure productivity, call centers use an automated call distributor (ACD), software programs, or the phone system.

There are a number of call center metrics to track. Here are a few of the more common ones:

Average Call Duration

CSAT EscalationRate

First Call Resolution

Time-To-Resolution

Which Metrics Should You Track?

Not all metrics are right for every call. Each has its own advantage.

So first ask yourself:

“Which metrics are most important to my customer?”

Then ask:

“Which metrics will help our company be successful?”

Average Call Duration (ACD)

Increases with the level of support personnel engaged

Tracks length of time the customer is on the phone with an agent / company

Average Call Duration (ACD)

Questioning

As the level of support or complexity of the call increases, place more emphasis on the following:

Testing Confirming customer satisfaction

When Should You Measure ACD?

ACD is commonly used to measure the effectiveness of changes in procedures, training, and coaching. Take a baseline measurement before training or a procedural change, and take a secondary measurement afterwards.

Compare the numbers. If a reduction in ACD was both expected and observed, you’ve made progress. If not, you may need to revise your training or implement a procedural change.

Customer Satisfaction Score (CSAT)

In its simplest form, CSAT is expressed as a percentage between 0 and 100, with 100% representing complete customer satisfaction.

0 100

CSAT is often determined by a single question in follow up surveys along the lines of “How would you rate your overall satisfaction with the service you received?”

The responses are typically graded on a scale of one to five, with a score of one representing “very dissatisfied” and five representing “very satisfied.”

How is CSAT Measured?

Keep in Mind When Using the CSAT Metric

The CSAT metric fails to differentiate the following factors:

GOOD VALUES

Product  

Service  

The customer feels valued  

Hi I’m Customer Experience…Have we met?  

The customer realizes that the representative doesn’t have the authority knowledge required to resolve the problem  

The customer has become angry, and speaking to someone of higher authority will be a prerequisite to calming this customer down

or

Escalation Rate

“Can I speak to your supervisor?”

Whether an escalation is requested by a customer or initiated by a representative, the reasons for the escalation are often that:

Escalation Rate

Train employees

Monitor their performances

Coach & reinforce their training

Prevent escalations!

First Call Resolution (FCR)

Fast resolution Lower support costs

When should you track FCR?

Measure current FCR as baseline

Implement updated

procedures

Measure subsequent

FCR

Improvement?

NO YES

Procedure re-write

Progress

Time-to-Resolution (TTR)

(TTR) helps organizations track the average amount of time spent resolving customer issues.

Technical support companies often use this metric. For customers, this means returning to “operational status” as quickly as possible; for employers this means controlling support costs while maintaining customer satisfaction.

How do you measure TTR?

How many days

How many hours

How complex is the system?

What factors contribute to TTR?

Communication skills

Technical expertise

Access to resources

Troubleshooting skills

Follow-up

Your call center needs Impact Learning Systems

Train your agents

Improve customer satisfaction and loyalty

Stand out from your competitors

Improve employee retention

Read more  

Call Center Metrics Blog Posts

Call Center Training Success Cases

Contact us  

800.545.9003  

www.impactlearning.com

sales@impactlearning.com