Are your customers happy with your service and support? Is your service better than your competitors? Do you have the right technology and people in the right place? These are the essential questions and answers that are constantly changing. Call centre metrics are an important source for finding the answers to these questions. Call centre metrics help you to measure the performance of your call centre, and you can identify the areas where you can make changes and improve the service. In this article, we learn some important call centre metrics and KPIs that help improve your call centre’s performance.
Average Handle Time (AHT)
Average handle time (AHT) provides an overview of the duration your agents take to assist callers. Some call centre in Australia calculate AHT from call connection to disconnection, while others include post-call tasks like form filling or CRM updates. Lower AHT generally indicates that your service is better, but in rare cases, low AHT may indicate issues. Balancing speed with effectiveness is important to minimize repeat calls. AHT sets benchmarks for issue resolution time and helps you evaluate your agent’s performance.
Customer Satisfaction (CSAT)
As you know, the KPI is about how happy your customers are with your service. Generally, most call centre in Australia asks their customers directly about their customer service. They ask their customers to rate their service experience and provide feedback to improve their service. You can send this form to your customer immediately after the call ends, and you can evaluate your agent’s performance in real-time based on the CSAT score.
Average abandonment Rate:
It refers to the number of abandoned calls a call centre records in a given time period, like a month. Abandoned calls refer to calls that end before they even reach the agent. This includes the time when customers end the call when weighting in a queue or while they are listening to the menu option. Typically, you need to reduce the call abandonment rate and increase customer satisfaction.
First Call Resolution (FCR)
First-call resolution measures the percentage of calls in which the agents are able to resolve the customer’s problem on the first call without transferring, pausing, or returning the call. Basically, FCR shows the frequency with which your agents create ideal outcomes. Keep in mind that your customers will be unhappy if they call your company multiple times to solve a single issue, and this will impact future spending. The higher your FCR, the better your customer satisfaction.
Cost per Call (CPC)
CPC helps you calculate the average call cost. You can calculate it by taking the total cost of all your calls, which includes technology cost, labour, and general business expenses, and then dividing it by the number of calls. Your company’s ideal CPC is dependent on its size, the complexity of its product, and the nature of the service it is providing. A higher CPC score indicates inefficiency. Hence, try to minimize it.
Final Thoughts:
The above-listed matrices are a great start to ensure your call centre runs smoothly and efficiently. Using these KPIs in your call centre improves customer satisfaction. However, you need to come up with a plan and implement changes whenever necessary.
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