Defining and monitoring key performance indicators (KPIs) in the fast paced, dynamic work environment of a call center is an important success factor. Key metrics provide valuable insight into the current state of the call center. These metrics are then utilized by agents, managers, and executives to understand and improve on factors such as call cost, customer satisfaction, and call center efficiency.
In order to start monitoring your operational metrics, you need to define which KPIs matter the most to you. Once you've understood these, you might also find correlation metrics, such as Call Quality to Turnover a meaningful metric to track. Here is a list of the top ten metrics to get you started:
Call Center Metrics – The top 10
First Call Resolution.
This is the amount of contacts that are resolved in the first call. This metric is useful gaining insight into customer satisfaction and agent efficiency. On that note, calculating FCR can be tricky depending on the time frame used, for instance 48 hours, as some customers may call beyond that time frame. Benefit: A high FCR equals increased customer satisfaction
and reduced operating costs. Audience: Agents, Managers, Executives Calculation: # of FCR calls / Total # of calls Example: 642/1000 = 64.2% FCR
Cost per Contact.
This is the total cost per contact and will include details such as recurring calls and average handle time. Make sure to note which costs are included in the call, and whether you have any shared resources. Benefit: Determine your costs per agent to judge performance. Audience: Executives, Managers Calculation: Agent Level – # of call per hour / agent's wage OR Call Center Level – (annual operating cost + labour) / total # of calls per year Example: Agent – 10 calls per hour/14$ an hour = $1.40 per call
Average Handle Time.
This metric takes into consideration the time interacting with customers and time processing that call, such as completing after call reports. Average Handle Time can provide a powerful indicator for call efficiency, agent efficiency, and customer satisfaction. Benefit: Determine and benchmark how agents are spending
time on a call. Audience: Executives, Managers Calculation: Average Talk Time + After Call Work Example: 140 seconds on phone + 40 seconds of administrative work = 180 AHT
Service Level and Average Seconds to Answer.
This is the number of calls answered within a given amount of time. For instance, a goal of answering 75% of calls within 20 seconds will give a service level target of 75/20. Setting an appropriate target for Service Level is important and should keep factors such as customer expectation, business needs, and call type in mind. Benefit: Direct insight into the level of customer service
provided. Audience: Agents, Managers, Executives Calculation: % of Calls answered within X seconds Example: 75/20 or 80/15
Call Quality.
This is a rating or scoring metric that provides insight into how well individual
agents deal with a customer. It can also provide a holistic view of your
call center's level of customer service. Monitoring this metric requires
setting up some criteria such as the length of call, whether a resolution
was found (FCR), and how the call is ended. Benefit: Determine how well each agent is performing and
drill down to see which criteria an agent does well or could improve on. Audience: Agents, Managers Calculation: # of Criteria Met / # of Total Criteria Example: 3/5 = 60% Call Quality
Abandon Rate.
The number of callers that hang–up before connecting to an agent. Abandon rates are closely tied to how quickly call center agents answer calls. This metric does not include callers who receive a busy signal, however, might include a small percentage of callers who dialled the wrong number. Benefit: Determine which agents are not answering calls in a timely way and overall call center capacity. Audience: Managers, Executives Calculation: Abandoned Calls / Total Incoming Calls Example: 12%
Turnover.
This is the rate in which employees leave the call centre. This metric is not as straight–forward as you may think. A high attrition rate is a negative because that means you have to spend more on training. An overly low attrition rate, while in many regards a positive, may also result in increased costs for salary and vacation time. Also, take note of the reasons for leaving, including poor performance, internal promotion, or leaving on own accord. Benefit: Keep on top of attrition rate to lower training costs, and improve call quality levels. Audience: Managers, Executives Calculation: # of people leaving / # of positions Example: 5/100 =5% Turnover
Occupancy.
This is the amount of time that agents are handling contacts against the amount of time they are being logged in and ready to take calls. This metric is especially important for inbound call centers. For example, a 90% occupancy means that agents only spend 10% of their time waiting for a call. Determining optimal occupancy will improve resource allocation and ensure that agents aren't bored or overworked. Benefit: Determine the optimal amount of staff to keep in call center to reduce costs. Audience: Managers, Executives Calculation: Time handling customer / Time at work Example: 80/20 or 80% occupancy
Adherence.
This is how well an agent works within their predetermined schedule. For instance, how much in–office time is spent handling calls. While this metric is similar to occupancy, this metric is more concerned with individual performance, rather than how well staff are scheduled. Benefit: Determine how well individual agents are spending
their time at work. Audience: Agents, Executives, Managers Calculation: (Handling Time + Available time) / (Paid hours) Example: (5 HT + 6 hours) / (8 hours) = 73% adherence
Conversion Rate.
This is the ratio of calls that ended in a converted state – in adherence
to the call center's goals. For example, agents create a conversion if they
take a previously negative individual and address their concerns so that they
become a customer. Benefit: Determine how well each agent is performing against
call center goal. Audience: Agents, Managers, Executives Calculation: Agent Level – # of conversions per day / calls answered OR Call Center Level – total # of conversions per day / total # of calls answered per day Example: Agent – 12 conversions per day / 390 calls answered per day = 3.1%
