Call center performance metrics to use when starting a new center
Lori Bocklund discusses which call center performance metrics are most appropriate for a brand-new call center. Metrics like abandon rate and first call resolution are very important, she says.
I suggest the list of metrics that you set targets for and manage to include:
- Service level -- X% of calls answered in Y seconds
- Adherence -- make sure agents are working when they're supposed to be working
- Quality -- monitor X (five-10) calls per month per agent and score on a quality scorecard
- Customer satisfaction -- survey your customers somehow - via phone, email, mail cards
- Employee satisfaction -- there are some simple ways to measure employee satisfaction routinely, such as intranet sites with quick little surveys
- Cost per contact or other financial measure
- IVR self service rate, if appropriate
- Call volume (offered and handled)
- Talk time and wrap-up time (handle time)
- Utilization
- Forecasted versus actual calls
- Abandon rate
- Turnover
- First call resolution (FCR) rate (if you can find a way to measure it effectively)
Dig Deeper on Customer engagement
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.
Meet all of our Customer Experience experts
Start the conversation
0 comments