Drive Performance Through Call Center Metrics

Call center metrics drive and manage call center performance. Whatever your business goals, key metrics will tell you where you are now, how far away you are from where you want to be, and where you’ll find the shortest path to get there. Here’s how to get started:

1. Identify Key Metrics
Which metrics are most important to measure, and which will have the greatest impact on the success of your business? In most cases these will include average handle time, average speed of answer and average talk time, as well as metrics on abandoned calls, labor costs and forecast accuracy. 

2. Tools and Technologies
An automated workforce management (WFM) solution can access, record and display dozens of different metrics to help manage performance. Choose a solution that will get the metrics you need, and make sure that data is efficiently reviewed and processed. 

3. Implementation
Once you have the WFM solution you need, expedite implementation and employee training so you’ll start collecting the necessary data more quickly. 

4. Dashboards and Alerts
When your key metrics have been selected, make sure they are prominently displayed through dashboards and alerts. This will help agents and managers be aware of issues as they arise. Having your key metrics at your fingertips will tremendously help you in step 5 – review, revise and retrain. If you would like to see metrics in action, please take a moment to watch this call center dashboard demo.

5. Review, Revise and Retrain
Establish regular review sessions with teams and executives to find out what is working and what is not. Then, based on what has been learned from the metrics, take any necessary steps for improvement. This may require agent coaching or re-training, or changes in established procedures. Consider both short- and long-term goals.