The Super Six
The Top 6 Metrics That Improve Call Center Service
Every call center strives toward the same operating efficiency and customer service goals. However, each one is also unique, and faces its own specific operating challenges.
The establishment of key performance indicators (KPIs) is the first step toward consistent performance. KPIs, which are optimally monitored and measured by a workforce management solution, provide the data that fuels analytics, testing, development, efficiency, and productivity.
All of these measures are important. Here are the six that are absolutely essential.
1. First-Call Resolution
First-call resolution is the most highly correlated metric to customer satisfaction. A CFI Group study surveyed customers whose issues were not resolved in one call; it found that 43% said they would take their business elsewhere. An automated workforce management (WFM) solution is one way to improve first call resolution and encourage customer loyalty. With WFM it’s easier to implement a skills-based schedule so calls are answered by agents with the talent and experience to resolve them. It also allows managers and agents to use recorded calls to learn from mistakes and train new agents in proven company procedures.
2. Schedule Adherence
Schedule adherence is still one of the biggest challenges for call centers. With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. If a problem is discovered it can thus be handled quickly. In addition to a good solution, you also need to put solid processes in place, more about this in our whitepaper Five Strategies to Improve Schedule Adherence.
Forecasting is all about having the right number of agents with the right combination of skill sets in place every shift, every day. When that happens, call centers eliminate wasteful situations that result from overstaffing, and customer service issues that result from understaffing. Workforce management automatically collects, reviews and processes the data that delivers accurate forecasts, both in the short term and long-term.
4. Average Handle Time
Yes, WFM helps here as well through call routing. But this is an issue that also requires a fresh look at your script, and whether cuts can be made that won’t sacrifice service. Training refreshers for agents can also make a difference – and be sure to ask for their suggestions during these sessions. They might be able to help.
5. Employee Engagement
Workforce Management can play a prominent role in improving employee engagement, particularly as it pertains to schedule flexibility. Skill-based scheduling allows managers to better match agents with the types of calls they are most comfortable and experienced in handling. This boosts both employee confidence and customer service. Flexible schedules are also more easily managed with WFM, so agents can balance obligations in their personal lives with work responsibilities.
6. Abandoned Call Rate
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. Accurate forecasts and schedules delivered by WFM can help ensure that enough agents are always available to pick up calls in less than 60 seconds.
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