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Call center metrics are the X-ray of your customer service operation. They reveal the inner workings, highlighting areas of strength and weakness.
Just as a doctor uses X-rays to diagnose and treat a patient, you can use call center metrics to identify customer pain points, improve agent performance, and prescribe solutions for a better customer experience.
We will uncover the vital metrics you need to track to optimize your call center performance.
Table of contents
What are Call Center Metrics?
Call center metrics are quantitative measurements used to assess a contact center’s performance, including customer satisfaction, agent efficiency, and operational effectiveness.
By analyzing the key metrics, you can identify areas for improvement, optimize processes, and ultimately enhance the overall customer experience.
15 Call Center Metrics to track in 2024 to Boost Customer Satisfaction
1. First Call Resolution (FCR)
First Call Resolution (FCR) measures the percentage of customer inquiries or issues resolved on the first contact without requiring subsequent follow-up. It reflects efficiency and customer satisfaction with the initial support provided.
Formula:
FCR (%) = (Number of calls resolved on first contact / Total number of calls) * 100
See how a telecom improved its FCR by 21%
2. Average Speed of Answer (ASA)
Average Speed of Answer (ASA) is the average time a customer service representative takes for calls to be answered. It indicates how quickly customers are connected to an agent, impacting customer wait times and satisfaction.
Formula:
ASA = Total wait time for answered calls / Number of answered calls
3. Average Handle Time (AHT)
Average handle time is the average duration of customer interaction from initiation to completion, including hold time and talk time. It measures agent efficiency and productivity.
Formula:
AHT = (Total talk time + Total hold time + Total after-call work time) / Number of calls handled
A leading online food delivery app reduced 15% AHT
4. Customer Satisfaction Score (CSAT)
Customer satisfaction score (CSAT) gathers direct feedback from customers on their satisfaction with the service received during a call. It provides a quantitative measure of customer experience and service quality.
Formula:
CSAT (%) = (Number of satisfied customers / Total number of survey responses) * 100
5. Net Promoter Score (NPS)
Net promoter score (NPS) measures customer loyalty and the likelihood of recommending the company based on their call center experience. It categorizes customers as promoters, passives, or detractors.
Formula:
NPS = % Promoters – % Detractors
- Here: % Promoters = (Number of customers rating 9-10) / Total number of survey responses * 100
- % Detractors = (Number of customers rating 0-6) / Total number of survey responses * 100
6. Service Level
Service Level is the percentage of calls answered within a specified time threshold (e.g., 80% of calls answered within 20 seconds). It reflects the responsiveness and accessibility of the call center.
Formula:
Service Level (%) = (Number of calls answered within threshold / Total number of calls) * 100
7. Abandonment Rate
Abandonment Rate is the percentage of callers who hang up before speaking to a representative. It indicates customer frustration and can impact service levels.
Formula:
Abandonment Rate (%) = (Number of abandoned calls / Total number of incoming calls) * 100
8. Call Quality Monitoring Scores
Call Quality Monitoring Scores assess agent performance based on evaluations of recorded calls. Criteria include adherence to scripts, professionalism, and problem-solving abilities.
Formula:
Typically based on a scoring system (e.g., 1-5 or 1-10 scale) assessed by quality assurance teams.
9. Occupancy Rate
Occupancy Rate is the percentage of time agents spend actively handling calls and other productive activities compared to idle time. It reflects agent utilization and efficiency.
Formula:
Occupancy Rate (%) = (Total handling time / (Total handling time + Total idle time)) * 100
10. Transfer Rate
Transfer Rate is the percentage of calls transferred to another department or higher-tier support. It indicates the complexity of issues and impacts customer experience.
Formula:
Transfer Rate (%) = (Number of transferred calls / Total number of calls) * 100
11. Hold Time
Hold time is the average time customers spend on hold during a call before speaking with an agent. It measures customer wait times and impacts satisfaction.
Formula:
Hold Time = Total hold time / Number of calls placed on hold
12. Repeat Call Rate
Repeat call rate is the percentage of customers who contact the call center again within a specified period for the same or related issue. It indicates unresolved issues or dissatisfaction.
Formula:
Repeat Call Rate (%) = (Number of repeat calls / Total number of calls) * 100
Knowledge Management in BPOs : A guide to transformation
13. Agent Utilization
Agent utilization is the percentage of time agents spend actively handling calls or completing after-call work compared to available time. It measures agent productivity.
Formula:
Agent Utilization (%) = (Total productive time / Total available time) * 100
14. Customer Effort Score (CES)
Customer effort score (CES) measures the ease with which customers can resolve their issues during a call. It focuses on minimizing customer effort and improving satisfaction.
Formula:
Typically based on a survey question format, e.g., “On a scale of 1 to 7, how easy was it to handle your issue today?”
15. Agent Satisfaction
Agent satisfaction measures feedback from call center agents on their job satisfaction, workload, training adequacy, and support provided. It impacts agent retention and service quality.
Formula:
Typically measured using employee satisfaction surveys or feedback systems.
Improve your Contact Center Metrics with Knowmax
Transforming customer service metrics isn’t just about numbers; it’s about elevating every interaction into an unforgettable experience.
With Knowmax, you have the power to redefine excellence.
Imagine effortlessly boosting First Call Resolution (FCR) with targeted knowledge delivery, robust knowledge base, self-service options, or slashing Average Handle Time (AHT) through optimized workflows, elevating your call center metrics and giving your customers a great experience.
