A guide to call center metrics

Last updated:December 2013

Essential Guide

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Editor's note

Customer service is a cornerstone of most businesses, a large part of what keeps customers loyal or sends them running for the competition. For years, businesses have used metrics to measure their call center operations, such as number of calls answered, length of call and call resolution. Those metrics worked fine -- for a while.

Now, businesses are zeroing in on the customer's needs and upgrading their call centers to do the same.  They're taking a kinder, gentler approach to call center metrics that measures the overall performance of call center agents rather than simply their adherence to operational metrics. Agents are trained to view calls from the customer's perspective to improve problem-solving and enhance customer relations. Call center agents are also being mentored to help develop their skills and learn as much as they can. The hope is that both agents and customers will be happier and remain loyal to the business.

This guide also examines the prominent role social media now plays in the call center, and how metrics have been expanded and updated to keep in step with the march of time and technology.

1Planning call center metrics strategies for success

Planning call center metrics strategies is a big undertaking, but it doesn't have to be difficult or complicated. The first step is to establish the business objectives and build from there. What are the goals of the business and how can the call center best meet those goals? The articles in this section offer advice on how to establish a metrics strategy that will best serve not only customers, but the bottom line as well.

2Managing call center metrics

Once a call center's metrics have been established, the challenge becomes managing those metrics and ensuring the call center agents are well trained on meeting the business objectives. Many organizations have started agent-mentoring programs to encourage employees to succeed in their jobs and maintain the best-possible customer relations. Research shows that if employees are happy in their jobs, they are more likely to work harder to keep customers happy as well.