Having an efficient inbound call center is necessary if you want to provide your clients with quality customer service.
Inbound call center metrics help you to measure how well your business is doing and whether the center is effective and efficient.
Most contact center managers know that they need to use call center KPI and call tracking metrics to assess the center. But which call metrics should they use?
Here’s a look at the most important call center metrics examples for every inbound call center.
Inbound Call Center Metrics
The call center metrics you choose for your business depend on your needs and preferences. However, there are several of them that you absolutely must track, regardless of your business.
Let’s take a closer look at nine call center metrics that matter the most.
1. Average Speed of Answer (ASA)
This metric refers to the amount of time it takes for call center agents to answer calls within a pre-established time frame.
Although the call work time will vary with different businesses, your inbound contact center’s average speed of answer shouldn’t exceed 60 seconds.
When calculating your center’s average speed of answer, you’ll first need to specify a time frame that serves as the threshold. You then divide the total waiting time by the number of calls handled during the time frame.
A lower ASA score indicates that your customers spend less time waiting to talk to an agent and, therefore, impacts your customer satisfaction score directly.
2. Customer Satisfaction
Knowing how your customers feel about the business is another critical indicator you should be tracking. The satisfaction score is one of the strongest customer service KPI for the quality of customer service your company provides.
Building brand loyalty will help keep your business afloat for a longer time. To achieve this, you must ensure your customers are satisfied with every experience.
Studies show that 73% of customers say that their experience with a company is crucial to their brand loyalty choices.
The best way to measure customer satisfaction is by having your customers complete surveys and give you feedback. For this, inbound call centers use surveying tools such as Net Promoter Score.
3. Service Level
Service level is another key performance indicator. It is calculated by computing the percentage of calls answered within a given period (threshold).
This metric helps to determine whether your company has enough resources to meet its call handling needs.
The formula for measuring a company’s service level will vary, depending on the company’s preferences. However, in most cases, the center will have a time threshold, say 30 seconds, and have a service goal.
The real time data on this metric is usually on display in the contact center so that everyone there can work towards it.
4. First-Contact Resolution
One of the best ways to maintain a positive relationship with your customers is to ensure that you sort their issues the first time they call your business.
First-Contact Resolution (FCR) is an essential metric that builds customer loyalty while improving its profitability.
To measure FCR, contact centers need to divide the number of cases sorted out within one call to the total number of resolved issues.
However, certain criteria should be put in place so that only the cases that can be solved during the first call are included in the formula.
Statistics show that about 33% of customers will drop a brand after one instance of customer service. Therefore, FCR is quite useful to anyone who wants to retain their clients.
5. Cost Per Contact
Cost per contact helps companies to determine the expenses for running their inbound call centers.
To measure this metric, divide the total cost of running the center by handling the total number of cases. This metric captures all the expenses you’ll incur from your company’s contact center.
Additionally, the cost per contact helps to determine the best communication channel. Most centers will offer customers different platforms to contact them.
When calculating the cost per contact, call center managers can also determine which channels perform better and cost them less.
6. Average Handle Time
The average handle time (AHT) is a measure of the total time spent by call center agents to solve the callers’ issues.
Additionally, AHT includes the total time a caller spends while on hold and the time agents use to handle other office tasks during after hours.
Although a low AHT score indicates efficiency on your agents’ part in resolving issues, it isn’t always a good thing.
For example, an agent who receives a call from an irate customer and spends several minutes trying to calm them down will probably have their AHT score affected.
However, they may end up solving your customer’s issue, which translates to a better experience for them.
7. Abandoned Call Rate
The abandonment rate in a contact center refers to the number of phone calls dropped before an agent answers. Often, callers will hang up out of frustration when they cannot speak to a live agent or contend with long wait times.
A report by Glance showed that 67% of customers drop their calls whenever they call a business and have an automated answer machine. Most centers will incorporate a computerized answer machine to sort out the incoming calls.
As a business, you should aim for a lower abandoned call rate. One of the easiest ways of achieving this is not to connect callers to the automated IVR system.
Instead, preoccupy them with the traditional ringing and buy some time for the next available agent to pick the call.
8. Percentage of Calls Blocked
Another metric that shows whether an inbound call center can handle its call volume is the percentage of calls blocked. Usually, this refers to callers who received the ‘busy’ tone when they called the company.
This is one of the most important call centre metrics, as it indicates the missed opportunities to connect with your customers.
Customers can get their calls blocked for two reasons; the call volume is too high for the software, or there’s no available agent or call queue configured. Like the service level, you need to display this metric throughout your contact center.
On the other hand, an agent may opt to save their AHT score and cancel a caller’s subscription, which, in turn, hurts the business.
9. Average Call Transfer Rate
Often, a caller may have to be transferred to different departments or call queues before their issues are solved entirely.
This metric is the percentage of the calls transferred divided by the total number of calls handled.
If your callers have to be transferred between agents before their issues are resolved, it means they’ll have longer wait times. This results in a longer response time for the customer.
The best way to reduce the number of calls being transferred is to ensure your IVR system is efficient enough to direct callers to the right person immediately.
It needs to be easy to navigate and have clear descriptions of all the departments in your company.
You must also ensure that all your agents are well-trained to handle the callers’ issues promptly.
Track Your Inbound Call Center Performance
Keeping your customers happy is essential to your company’s success. KPI for customer service comes in handy to help you determine whether you are doing good, or if you should step things up a bit.
You can use several call center metrics, depending on your preferences and business needs. However, if you have no idea where to begin, the nine inbound call center metrics highlighted in this article should provide an excellent head start.
At Triton Technologies, we understand that each client and business is different. We aim to provide customized solutions to suit your unique needs.
Get in touch with us if you’d like to find out if your call center is performing. Our agents will also be glad to answer any questions you might have about our services.