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Pro Tips for Leveraging Call Center KPIs and Performance Metrics

Tanya Omelianiuk

September 2, 2020

Every call center has tons of data not only on clients and leads, but on the quality of performance. When approached thoughtfully, metrics will signify strengths and weaknesses of the team or organization. But the way managers will handle the data is as important. So, let’s see how to improve processes based on call center KPIs.

Calibrate Your Average Handle Time Range

For best results, managers are recommended to think twice when choosing the average handle time range. These call center metrics are tricky, as they need to stay directly within a custom time interval you set. Just keep in mind — if the average handle time is too long, it could mean your agents cannot cope with the scope of their duties. And vice versa, having it too short may be a bad sign showing that your agents fail to offer any meaningful assistance to the caller, or your contact base simply needs updating. Consider having quality monitoring to ensure all call stats you’re going to use for performance analysis are correct and reflect the true situation in your call center.

Reduce Call Complexity And Transfer Rates

Providing agents and sales teams with well-guided and streamlined call scripts is a good way to improve your FCC (otherwise, first call close) results. Doing so, you will not only help them build confidence, but let your people simply walk through a success-proven action order to close more deals/solve customer requests on the first try. In addition to FCC, some managers and supervisors also emphasize the transfer rate. These call center performance metrics is a measurement showing a percentage of calls that agents have to give off to a supervisor, another agent, or a different department to complete. Consider the fault of the agent, too complex requests, and issues with incoming call routing among the primary reasons for higher transfer rates, and therefore, poor FCC results.

Set Benchmarks Through Guided Experience

Make sure to estimate your initial performance benchmarks using only actual stats and professional guidance. You can rely on call center metrics based on your past campaigns, best projects in the same industry, closely relevant areas, or even single criteria making a good fit for comparative analysis. Consider calling on managers with long-standing expertise to help you with the right initial benchmarks through guided experience and real cases.

Track Service Level, Response Time For Staffing 

Service level has to do with inbound call centers and their ability to staff facilities accordingly, in order to plan for fluctuations in call volume. Both service level and response time are fundamental call center performance metrics, which are directly tied to customer experience and service quality. When it comes to proper staffing, it’s critical to keep costs down but not at the expense of the above-mentioned metrics — keep service level and response time always on track to see how accessible your call center is to customers, how your service compares to the rest of competitors in your area, and how many agents are needed to get adequate service with high return.

Bottom Line

Keeping track of call center KPIs is an excellent way to improve processes and push the business forward. All of them are directly tied to customer satisfaction and business sustainability as a whole. That’s why every manager and decision-maker must seek to optimize their overall performance, putting call center Key Performance Indicators first and foremost. For even better results, you are recommended to use automated call center software and smart Lead Routing tools, which will provide you with the visibility you need into top metrics.