The KPI Checklist, Part Two
While every call center is different, it’s a safe bet that they share many common goals related to customer service. Managers rely on data, categorized into key performance indicators (KPIs) to address these service issues.
Which are most important? The short answer is all of them. But different call centers excel at different things. So instead of selecting a top 5 or top 10 in this blog, we are going to provide a more wide-ranging selection of KPIs, to help managers pinpoint specific challenges at their call centers.
All calls do not have a happy ending. Call resolution measures the percentage in which the customer was able to achieve his or her objective (placing an order, getting a refund, having a question answered, etc.). The goal should always be First Call Resolution, measured alongside Repeat Calls to determine which types of issues are proving most difficult to handle – and/or which agents may need additional training to fix a problem.
This one is pretty obvious – how long customers wait until greeted by an agent. By collecting data managers will be able to determine the average duration that would be considered acceptable waiting time. Keep in mind, however, that according to the advertising analytics company Marchex, 62% of callers will abandon a call if they’re not speaking to an agent after one minute.
Call Arrival Rate
How many calls come in every day? Every week? These numbers will identify seasonal and business trends that will improve the accuracy of agent forecasting and scheduling.
Few situations are more frustrating for a customer than explaining an issue to one agent, and then being transferred to a supervisor or other agency personnel, and having to do so a second time. While this may still qualify as a first-call resolution if questions are ultimately answered and the problem is solved, it should still be kept to a minimum whenever possible.
Blocked calls never even make it to a call center agent, because of insufficient network capabilities. Obviously, the only possible result becomes a frustrated customer. Are some blocked calls inevitable at peak times? Or can these calls be taken with better scheduling, expanded trunks or other corrective measures?
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is