• Kae Lena Nuique

5 Basic Call Center KPIs You Should Track

Analyzing call center key performance indicators is crucial to maintain high productivity and quality. KPIs act as a guide for call center companies to check whether they’re headed in the right direction. With today’s advanced technology, making strategic choices, setting realistic targets, and evaluating performances have been made easier.

To run a successful and reliable call center, it’s important to make the right move to boost customer satisfaction and lessen the waiting time of customers. Make sure to track the KPIs that guide you to your goal. To do this, you have to know what indicators you have to track.

Customer Retention. Bringing in new customers is more challenging and costly than keeping the ones that you already have. Customer retention is important for both B2B and B2C companies. This can be measured by looking at how well the company is meeting its customer needs.

Customer Satisfaction. Monitoring this KPI is essential to the success of any call center. Customer satisfaction gives you a clear understanding of what customers think about your company and your ability to address their concerns.

Response Time. No one likes to be put on hold, that’s why this is the most important call center KPI. When a customer calls, they expect to have their concerns addressed. When it takes too long for a response to their inquiry, they can lose interest in your company. Monitoring this metric can help your team improve by determining the amount of time it takes to respond to inquiries.

Call Handle Time. Apart from making sure to provide a fast response time, you also want to make sure that your team’s service is efficient. By measuring the time it takes for a representative to handle a call, you can determine how efficient your representatives are in finding information and addressing customer issues. Set an ideal time per call, and see how your agents handle the call within the targeted time frame.

Abandonment Rate. This is the number of calls that did not receive an answer, which is why this KPI should not be ignored. A missed opportunity to connect with a customer is often caused by the following:

  • Calls are full which is why callers get a busy tone or directed straight to voicemail.

  • The center’s software can’t handle the volume of calls

Running a call center is never an easy thing to do. With a lot of activity happening simultaneously, monitoring your company’s efficiency might seem impossible. But when you track the right KPIs and metrics, you will be running the best call center in no time!

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