Call metrics are a great tool to gauge and understand the performance of a call center. Working with the same tools, managers can not only increase the efficiency of their call center but also improve customer experience and satisfaction. Thus, increasing the overall revenue.
Following are the top-10 metrics as discussed in the video:
1. First Call Resolution
It gives an idea of the number of customer queries solved in the first call itself.
Formula: First Call Resolution = Number of Queries Resolved in the First Attempt/ Total Number of Unique Calls
2. Call Abandonment Rate
It gives the number of callers who disconnected the call before reaching the agent
Formula: Call Abandonment Rate = Number of Disconnected Calls/ Total Number of Incoming Calls
3. Average Speed of Answer
This metric gives an idea about the promptness of the call center, i.e the speed with which each call is answered.
Formula: Average Speed of Answer = Total Waiting Time/ Total Number of Calls Received
4. Queue Time
As the name suggests, this metric gives the average time spent by each caller in a queue or holding the call.
Formula: Queue Time = Total Time Spent by Caller in Queue/ Total Number of Calls Answered
5. Average Call Handling Time
The total length of the call starting from the call connecting to the center till the time it is resolved is known as call handling time.
Formula: Average Call Handling Time = Total Time Spent by all Customers on Call / Total Number of Calls Received
6. Occupancy Rate
This metric indicates the efficiency of each agent during work hours and the relative time spent on handling calls.
Formula: Occupancy rate = Total On-Call Time/ Total Working Hours
7. Conversion Rate
This is one of the most important metrics and gives the number of calls actually leading to a sale or successful resolution.
Formula: Conversion Rate = (Total Number Sales or Closed Queries / The Total Number of Call) * 100
8. Calls Blocked Percentage
This metric helps gauge the number of missed opportunities by the call center. It tells the percentage of call that did not connect due to busy or jammed lines.
Formula: Calls Blocked Percentage = Number of Missed Calls / Total Incoming Calls) * 100
9. Cost Per Call
This metric gives managers and owners an insight into the ROI of the call center and help decide service charges.
Formula: Total Cost of Running the Call Center (for a period)/ Total Number of Calls (for a period)
10. Customer Satisfaction
This is the most important metric for any call center. However, it does not come with a one size fits all formula. It is a qualitative metric and requires comprehensive and frequent feedback from your stakeholders.
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