Watch out for abnormal downtime. CES can be measured on a five-point or a seven-point scale. Remember though, lower isn’t necessarily better past a certain point – your agents need to have time to prepare for and wrap calls! For many contact centres, you really want your agents to work well as a team. By contact load, we mean the number of calls your agents make/receive on a specific day. KPI Goals of the Call Center. Is it resulting in customers abandoning the call? Often, call centers look at this number daily and weekly, but also evaluate annual trends. To track this call center … Inappropriate management methods. Some ideas to measure self-service accessibility: Depending on what you find, you may need to restructure your IVR or other self-support module to make it more accessible to users. Because 67% of customers hang up the phone because they are frustrated they can’t talk to a real person. Your remuneration isn’t good enough (are your best people leaving? In this guide, we’ll show you the 27 best contact centre metrics, and how to use these industry standard KPIs to improve agent productivity on your initiatives. Think about what’s changed in the past period – have you got new agents or some awesome new software that could be helping you out? CSAT scores are often expressed on a scale of 0 to 100 percent. ALL RIGHTS RESERVED. Obviously, you’ll need to work with your product team to actually resolve the issues customers are facing. It allows you to provide better-targeted advice. As such, they have different KPIs that vary based the industry, size, and purpose of the call center. Were your agents given leads of a comparable quality? Service levels like 80/20 or 70/20 are more reasonable for most organisations. Call centre managers have waves upon waves of data coming at them from various platforms focusing on various business processes. First, you must set an achievable goal for your service level. You’ve probably heard of many of these metrics before. Keep your call center on track with the right data. For example: If you’re doing customer service, you might want to have something like: Remember, you don’t want your agents pestering customers to stay on the line when they want to continue troubleshooting their problem later on. Many companies find NPS appealing because it relies on a simple question: “How likely is it that you would recommend [company X] to a friend or colleague?”, Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6), (Read more about NPS: How to Calculate NPS Using Journey Analytics). 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. If the longest wait time is too long, you’ll then need to figure out what caused this issue and take steps to prevent it happening again. It can help you identify opportunities to upsell/cross-sell different products, and allow you to identify the best possible call-to-action for your pitch. target: "#hbspt-form-1608119507000-4743000658", This data allows them to … Often, organizations will set a target for this KPI and track whether the call center is over or under that target. Consider increasing how many agents you’ve got available during peak periods. Executives may need to track fewer call center KPIs, but need insight into critical performance trends. There is a wide variety of call center KPIs that can be tracked, measured, and optimized. But what’s the best way to use them to analyse your call centre performance? With the agent utilization rate, call centers can assess the productivity of their labor force. There’s simply no point tracking stuff you won’t find useful or don’t care that much about. Average handle time is the average amount of time an agent spends on a call. If you begin going offline more often that you should be (ie, more than your software provider said you should be in the contract), then you should be calling them up and giving them an earful. hbspt.forms.create({ Conduct exit interviews). When customer satisfaction is poor, sales and revenue suffer, too. They keep a close watch on call center KPIs but always seek to understand data through the lens of the overall customer journey. It is the average cost for each call handled by a call center. Companies should know the longest time a customer had to wait for an agent—and strive to stay under this hold time. Unfortunately, it can be a little difficult to measure precisely. You can use this metric to find outliers – exceptionally good or bad calls. When schedule adherence is high, that means you agents are focusing most of their energy on addressing customer issues. This is one of those metrics that’s best to look at on a graph. What’s creating pauses in the conversation – is your agent flat-footed, or are they unable to access the information they need in a timely manner? 1 Chandos Street This is useful for: Ideally, you want no customer left behind in your contact centre. It’s not the easiest task, but the right mix of call center metrics … CallGuides® might be able to help with this issue. How are your agents responding to the challenges your leads/customers present them? Instead of identifying what the problems with your product are, get your agents to record what the most common hesitations are that customers have towards progressing in your conversion funnel. You can express the longest hold time with this metric: Duration of the longest time a single customer was on hold. Directors and managers can use this insight to motivate higher levels of performance or correct any deficiencies. Try to keep your agents under your target numbers of minutes of break time per hour. Responses can vary from ‘Highly satisfied’ to ‘Highly unsatisfied’. This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track. If your can keep your profit per call pretty steady (at a reasonable rate) while increasing your number of agents, it obviously makes more sense to get more leads and scale up the number of calls you’re making. Call center is an important, yet operationally-complex part of your business. With the right mix of call center KPIs, you can ensure that your organization is maximizing operational efficiency, while never losing sight of customer expectations. But here we’ll let you in on a little industry secret: how you can use these KPIs to improve agent and contact centre performance. Ideally, this call center metric should be very low for most businesses. This set of call center metrics provides a broad view into call center performance over time. For example, could your team member have explained the solution they were offering in a more easy to understand manner? With this set of call center KPIs, businesses can understand agent performance at a center-wide, team, or agent level. Look at your post-threshold abandons and see how long it typically takes for the caller to hang up. Just make sure your agents are actually taking the time to rate every call! Customer loyalty – do those who have more calls logged tend to stay with you for more or less time? Remember though – you need to consider how meaningful the data is – it could be that your team faced particularly complex calls that week. But for inside sales, you might like to be more specific about the stages in your buying funnel. You might just conclude that the user was having a bad day – it happens! At times, some motivation and coaching are all agents need to improve this metric. Why does this call center KPI matter? But these days, having an average call center won’t get you ahead of the competition. Often, agents need to complete some wrap-up work after a customer call. Measuring the quality of an actual conversation can prove difficult. When this metric is too high, it can mean that agents are taking too long on calls—or taking too much time to pick up new calls. QA results should form part of the agent’s key job performance metrics. What’s more important than keeping your customers satisfied? For inbound calls, you’ll save more time by fixing the customer’s issue the first time, rather than forcing them to call back 3-4 times. If you are, how many is too many, and how long is too long? An uptick in wrap/preview time could indicate that agents are growing bored, in which case it could be worth introducing incentives to improve performance. Companies must embrace the truth that the customer experience extends beyond the last interaction and view it as an end-to-end journey across every interaction. Recent research suggests that no single KPI has a bigger impact on customer satisfaction than does first-call resolution (FCR). For one, they can give an indication of how eager an agent is to dive into the next call. If so, there’s a few things you can do: As we just discussed, you don’t want customers hanging up before connecting with an agent – this is what abandonment measures. As the name implies, this is a method of measuring what it actually costs you to make a single call. If agents spend too much time closing out calls this can signal a problem, such as an agent working too slowly. With these sorts of metrics, you need to look for spikes – whether it be for a single agent or your entire team. Job Growth Rates: There are currently 1.15 million call center employees. Throughout this blog, you will learn the 25 top metrics, or KPIs… In general, front-line managers need higher volumes of data that allows them to address issues and opportunities that arise in everyday operations. It is expected to grow and reach 1.8 million by 2022. You can use it to set expectations with your team to help manage their workloads. Figure out which groups of employees work well together. Also, businesses can use this KPI to assess staffing requirements to handle callbacks, improving overall efficiency. Then, analyse what the reoccurring problems are with your product and then work with IT/operations to resolve it. Or are they already frustrated by the time they’re connected? Do you have enough agents, or is your team spending too long wrapping/previewing/pausing when they could be talking? They can understand the typical milestones in customers’ journeys and understand how call centers play a role. Voice analytics is the new industry standard in contact centre performance improvement. Do fire alarm evacuations or team training sessions count? The Average Age of Query measures the length of time unresolved queries stay open if not resolved on the first attempt. There’s a few ways to do this: If you believe it takes too much effort for your customers to get connected, you’ve first got to find out what this actually means. This is an excellent method of keeping track of expenses, particularly for outbound operations. It involves segmenting inbound calls by time of day, or day of the week. This can help drive down other critical metrics—including response times and abandonment rates. It does, however, depend on call center … Your organization needs to decide on a standard approach for measuring this crucial KPI. Percentage of callers who pressed 0 during the IVR to get an agent. And managers can discern whether their staff allocation aligns with contact types. Calculating plain cost-per-call can be deceptive. But, with customer expectations shifting each year, the demand to keep up only grows. It looks at whether the user had their question answered, the professionalism of the agent, and whether their data was entered/captured correctly. Suite 904, Level 9 Instead of measuring calls per hour or average call times, consider looking into each agent’s pause/break time per hour, also known as their adherence to schedule. Metrics provide a way for you to monitor this data, and dashboards help you keep it all in one place! Finally, use your QA module to analyse specific call segments – like those that resulted in a positive outcome, and those that didn’t. You can look at what specific team members are saying, allowing you to deliver individualised guidance and training. This KPI is essential in measuring the return on your investment in your contact centre – it’s the ultimate measure of performance. Ensure your agents aren’t stepping on each other’s toes. This is an overarching sort of KPI which measures how effective your agent’s conversation was with the customer. Although it is sometimes difficult to pinpoint industry level benchmarks, the International Financial Corporation (IFC) has compiled a list of global metrics for the most call center KPIs. Next, you can begin providing individualised advice to specific employees and rewarding those who do an awesome job. In order for it to function properly and serve its purpose, call center agents have to be efficient and empathetic at the same time. If someone quits, you’ll need to find a person to replace them, and then of course you’ll have to train them and get them working effectively with your team. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI. At times, agents may need to put a caller on hold to speak with a supervisor or access information about the customer. In the fast-paced world of call center management, keeping a close watch on core metrics is a must. If it’s higher than expected, you may need to evaluate whether you have an adequate system for receiving incoming calls. It looks at the words your agents and users are saying, and identifies trends to enable you to deliver better outcomes for customers and improve the effectiveness of your contact centre. Companies who use this scoring model can apply this formula to calculate CES: Customer Satisfaction (CSAT) is a very commonly used CX metric to determine how satisfied customers are with your company’s products or services. shortcode: "wp", This is another KPI which is useful for measuring how your contact centre responds to strategic/tactical change. This is important because if self-service is unhelpful to your client, your agent will have to deal with their frustration. These reports are priced at $2,995. For those who love to dive into the nitty-gritty of each and every call, wrap time and preview time are excellent metrics to measure. Then, collaborate on some potential ways your team can get around these objections. With this metric, you can cut costs by forecasting exactly how many agents you need on each specific day of the week, for example. It can be worth tracking team-based KPIs in order to: First, define teams who work together on specific initiatives in your contact centre. Customer service executives can look at this information across the entire service footprint to understand critical trends. There’s no point trying to achieve 99/1, for many reasons. In addition, they can use this data to celebrate team successes and reward top performers. Contextualising other metrics. Tracking repeat call rate can help your company determine and resolve commonly recurring issues that customers face. Have your agents log what customers are complaining about in well-defined categories. All reports are from the world’s largest and most respected database of contact center metrics. A good complement to FCR, this call center metric helps companies see how long it takes to find a solution for outstanding queries. However, for a more accurate calculation, you need to factor in variables such as breaks, lunches, training, and vacation and sick days. If you’re trying to analyse how your technology is performing, you might want to exclude downtime caused by these sorts of factors. That adds up to 40+ days on hold for every person over the course of a lifetime. This metric provides insight into the average length of calls in a given period. All rights reserved. Call Center KPI Descriptions . Add their time in the IVR + time on hold. If it drops (or the number is too low in the first place), consider better-incentivising your agents to work towards your sales/operational targets. A more quantitative method of measuring how well you’re scheduling your staff is measuring your occupancy rate. However, high turnover (greater than 20-30% is the industry standard) could indicate a range of problems: This is another one of those ones that’s hard to define with a single number. This allows you to find troublesome steps in your IVR which might be causing problems. Then, you can either reinforce what the agent did well, or fix what could be improved. Why are they so useful? Under this model, five one-minute calls in which only part of the customer’s problem was solved are more valuable than a single five-minute call that completely resolved the client’s issue. If you’re in telemarketing, you might simply want to make a sale on the first call. Monitoring call center KPIs is critical for the health and success of every customer-centric organization. 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 wit… It’s pretty clear why this is important: if customers aren’t satisfied with your support, they’re much more likely to switch to a competitor. Your call center agents can thus improve the way they handle all customer tickets. When you see agents who routinely exceed this threshold, you may need to determine if they have all the skills and tools they need. If a first-call resolution isn’t possible, give them a call back from the same agent, preferably on the same day. Next, measure their performance in terms of goals like sales and the resolution of customer issues. Secondly, even if you had 4000 staff, reaching such a perfect number is likely to prove rather impractical. Is your sample space large enough? Today’s call centers do more than answer customer calls. Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. This KPI measures how long the agent isn’t managing contacts – meaning they’re not available for calls, not wrapping, and not previewing a new call. Typical responses range from very low effort to very high effort. Could you use a more intuitive CRM integration in order to better-display customer information? Customer goes away to try and solve their problem – will be called back later. The following article lists and describes the top 12 call center KPIs to track for success along with the global best practices and industry … Creating templates for routine actions or eliminating unnecessary steps could help in this situation. With this metric, you can gain a quick insight into how many calls are being handled by agents and how many are on hold. Identify areas for team improvement, and work with your employees to improve performance. For example, did switching to contactSPACE’s intuitive interfaces motivate your agents to make more calls? At times, agents may need to connect customers with a supervisor to work through an issue—while other transfers direct customers to other departments. Typical types of contacts tracked include: Call centers rely on customer-facing agents to handle inquiries efficiently and completely while keeping customers’ at the forefront. This is why a conversion funnel can be useful in some situations. With this metric, call centers can learn how many customers receive a busy signal when they call. Thanks for sharing this informative article. Use these call center KPIs … Rather than having a vague idea of your turnover, define it with: Number of people to leave (in a particular period)/total number of employees. Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. }); COPYRIGHT © 2020 CONTACTSPACE. Keeping FCR low is crucial, as it not only results in higher customer satisfaction and lower repeat calls but also lower cost-to-serve. Many organizations break this metric down into two groups of calls: This metric provides a critical view into operational effectiveness and helps drive resource allocation. With this KPI, you can forecast staffing needs and prepare your team for peak periods. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. However, what is often not clear is which call metrics should be measured and what the industry standards are. In response to declining caller satisfaction, have a look at your agent KPIs. As Forrester explains in a recent report: Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce. This means that your agents spent 85% of their time in actual calls, and 15% of their time waiting to make/receive a call (previewing/wrapping counts as on-call). The first step to selecting the right call center KPI benchmarks is to determine what type of call center … Understanding how many calls your agents answer per hour is a good measure of productivity. Operating with efficiency is crucial to a call center's success. If you’re doing outbound, could you get more qualified leads or “hot data”? The best way to reduce costs in customer service is to have the product need less ongoing maintenance from your support team. There’s a fine balance to achieve between supporting agents where they need it, and avoiding micromanagement. Also consider how meaningful the downtime is. It allows you to incentivise and reward individual performance. In your customers’ eyes, choosing to contact your business is an important investment of their time. So if you want to pick up 70% of calls within 30 seconds, your objective service level is 70/30. Repeat call rate is closely related to First Call Resolutions and helps companies understand the recurrence of certain issues, i.e. Got any other killer KPIs we haven’t mentioned? Streamline your IVR – don’t collect info you don’t need. Think about whether they have the resources and training necessary to help the customer with their problem in a timely manner. }); hbspt.enqueueForm({ That’s why customer satisfaction is the ultimate KPI to measure call center performance. Lead makes a purchase and becomes a customer. If that’s not the problem, have another look at the information they have in front of them. Or, get an obligation free demo to find out what contactSPACE has to offer. Set up specific goals for specific outcomes you’d like to achieve. Basically, this measures how hard it is for a customer to get connected to an agent. Firstly, the cost of employing so many agents wouldn’t be worth the improvement in response time. annual operating costs/annual minutes in-call. In this article, we specify some of the industry standards for key metrics, while giving two ideas for how contact centres can reach/surpass each standard. Bringing all these cost/revenue metrics together, you can calculate your profit per call with revenue per call – cost per call. It could indicate that you’re clearing out the dead wood, and (hopefully) replacing poor performers with more engaged employees. As recipients of their 2015 “Best Contact Center in North America” award, we are committed to upholding the industry through the use and promotion of highly functional and relevant KPI benchmarking tools. If you can get your agents focused on achieving your ideal call outcome (not necessarily just the final sale/resolution), you won’t have to worry too much about more granular stuff like calls per hour. Try to get certain groups working on certain groups of leads, for example, based on the skills that these agents possess. Understanding this metric is useful in that it can help you identify, amongst other things, how well your outbound operations scale with volume. Key performance indicators ( KPI ) helps your managers pinpoint the areas that need improvement and allow you to the... Service/Sales/Fundraising strategies client ’ s a few ways of defining downtime to receive a busy signal when they call your. A problem, have a number of calls that were disconnected before caller. 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