April 22, 2020
Running a call center is stressful — you have to manage thousands of calls and maintain the highest standards of customer services. If you want to do this effectively, you have to search for the most relevant outbound call center metrics to accurately measure your business operations. Finding the right way to track and interpret your call center KPIs can improve your overall performance and help your team hit their targets. So, what are the key outbound call center performance metrics that you should be watching?
There are many metrics and KPIs to monitor, so it’s not a surprise that choosing the right ones to fit your call center can be difficult. To make it a bit easier for you, we have created a call center metrics list that should be included in your outbound call center campaign if you strive for success.
Answer Success Rate or simply ASR is the percentage of the successfully connected calls to the number of attempted ones. You can call yourself a good call center if your ASR is 40-50%, but if it’s above 60% — your services are nothing less than perfection.
If you want to understand your agents’ efficiency, you have to track the Average Handle Time. AHT is basically the time it takes for an agent to complete the session. Short and fast AHT rate indicates which agents are more efficient. But the quality of the agents’ work shouldn’t suffer because of time shortening.
The Occupancy Rate is the percentage of time agents spend on call-related activities compared to idle time. This metric defines an agent’s pace of work and efficiency — when the occupancy rate is low, the pace of work is low, so is your agent’s efficiency.
Calls per Agent KPI helps to identify how often your agents are on task — it determines how well the agents can cope with the average number of calls being received. Unmotivated agents can hurt your call center productivity and low the Calls per Agent metric.
Call Quality and Call Etiquette metrics are used to define how well agents deal with the customers. There are no industry standards for tracking call quality, but there are some guidelines the agents should follow during a call — how they start and end the call, and how to navigate the caller to a resolution. Call etiquette is more than simply being polite. It’s conversational rules that can better call outcomes. It includes avoiding negative language or putting a prospect on hold.
How to set performance benchmarks if you are starting a new call center? First, you can use benchmarks from the similar outbound call center campaign in your industry sector and get help from experienced call center managers. After running your business for a while, you should set your own benchmarks based on the past results and make necessary modifications to your call center campaign in order to make it more productive.
Now you know the key metrics for your outbound call center, so it’s time to find out the tools that can help you monitor and improve them. CommPeak offers a vast range of custom-tailored telecom solutions that can improve your call center performance.
ASR is used to identify the network quality. When selecting your telecom provider and routes, you have to forecast your call volumes, determine traffic demand, and measure the overall performance of your infrastructure.
To reduce the AHT rate, you can optimize call routing. You can do this by routing calls to the right agents with the help of Cloud PBX, CommPeak Dialer, or our Lead routing solution. Proper call routing ensures that your prospects are connected to the most experienced agents, and this reduces AHT. Another way to reduce this rate is to record your calls with our Cloud PBX or Dialer. This way, you can find problems and areas for improvement.
To maximize the occupancy rate of your agents, you should focus on monitoring call volumes and call routing. With CommPeak Dialer, you can create groups of agents and assign calls to your agents based on their skills. Or make this process fully automated with the help of our Lead Routing solution. Besides, with our cloud-based tools, you can easily track how much time your agents spend on calls and how much idle time they have.
You can track your agents performance with our unique PBX Stats, real-time dashboards, and advanced reporting system. Use CommPeak Dialer for intelligent predictive dialing and call routing, optimize the process of reaching customers, and improve this metric. With our Dialer, your agents can forget about manual dialing as the system automatically connects them to the leads, and focus on more valuable things like sales.
Using CommPeak Dialer or Cloud PBX, you get all the agents’ calls recorded and stored in the cloud. With CommPeak Speech-To-Text service, you can easily convert your call records into text, and with the help of the keyword search, find out the way your agents talk to prospects.
Why track these call center performance metrics? The answer is simple. Once you have a good history of tracking these KPIs and metrics, you can better plan your marketing campaign and make it more efficient and profitable. Besides, you can create an optimal outbound sales template and use it year after year in order to improve your conversion rates and customer satisfaction scores. This way, you’ll be able to select the right sales approaches, automated systems, staffing, scripts, and lead lists to meet your next set of goals.