Call Centre KPIs
KPIs or Key performance indicators can be seen as the guiding light for any call centre. They help the call centre perform at its best by providing valuable insights. These insights cover various aspects of performance in the call centre. Contact Centre KPIs are also referred to as metrics. Some KPIs can be classified as inbound call centre KPIs and others can be classified as outbound call centre KPIs. Let us have a look at some of these essential call centre KPIs.
Here are some of the top call centre KPIs –
Abandoned call rate
Call abandonment rate is the percentage measure of customers who terminate their calls before it is answered. This metric is closely tied to your Service Level KPI and Customer Satisfaction metrics.
The call abandon rate is formulated by the following formula ; –
Call Abandon Rate (%) = No. of calls offered – No.of calls handled X 100
No. of calls offered
Active Waiting Call
This KPI gives the agents an idea as to how many calls are waiting in the queue. This metric allows them to pace their work accordingly so that they can answer maximum calls as possible.
Average Handle Time
This is one of the most popular contact centre terminologies. It is the total of the entire time spent on handling a caller. It includes time spent on the call with the customer, hold time, and after work.
The formula for calculating AHT
= (Talk Time + Hold Time + After-work) /Total number of handled calls
After Call Work Time
This metric measures the amount of time an agent spends in post call work.This is an important tool to measure an agent’s efficiency.
Agent Utilisation Rate
This is the percentage of time an agent is available and is able to deliver his service.
This can be calculated using the formula –
= Agent Login Time/Total Shift Time
Agent Attrition Rate
Agent attrition refers to the percentage of agents leaving the contact centre every year. It can be calculated by –
= No of employees leaving/ Total No. of employees
Average Speed of Answer
The average time taken by the contact centre to answer a customer call. This includes time spent waiting in a queue and while the agent’s phone rings however does not include the time it takes to navigate through the IVR system.
This metric refers to the number of calls the agent had to engage in , in order to make a sale.In other words, it is the percentage of calls resulting in a successful sale. A low conversion rate increases your cost per lead and impacts your company’s overall revenue.
Cost Per Acquisition
Your CPA provides a high-level view into the costs associated with converting leads. This should be the top KPI for your outbound call center. CPA measures the total cost to get one specific acquisition, whether that’s an agent-sold lead or a billable lead that you pass off to your client.
Many companies use scale-based assessments to determine how satisfied customers are with their experience, but they can go more in-depth if necessary.
Customer Satisfaction is a measure to see how well the agents are performing.
Cost Per Call
Calls aren’t free. A multitude of factors go into the cost per call. Some of these include the agents time, the technology used for handling calls , telephone costs for making and taking the calls , and other resources required. Monitoring cost per call against industry standards and business operational targets can help put other metrics into perspective.
Call Arrival Rate
This KPI simply measures the number of calls that come in a call centre. It also shows the past 30 days calls that the call centre has received. You will easily be able to track patterns with this metric that can allow you to better create call agent schedules.
First Call Resolution
First Call Resolution is when a caller’s query is resolved in the first contact with the agent and requires no other calls for follow up.It is the percentage of calls that the agent completely addresses the caller’s needs without having to transfer, escalate or return the call It is a measure of success for individual interaction. This KPI is directly linked to customer satisfaction.
Longest Call Hold
This metric is a measure of how long a caller was on hold before being connected to an agent.Ths is an important KPI that would help managers identify where the longest hold times are stemming from.If on a particular day the longest call hold occurs, additional agents should be scheduled on that day.
Peak Hour Traffic
This again is an important metric for managers as it allows them to schedule agents according to the highest traffic periods in the call centre. It helps identify the busiest hours of traffic.
Sales Per Agent
This metric is measured by calculating the number of calls made by the agent and the number of sales made. It is important to measure the efficiency per agent.
In the contact centre, we staff so that we answer a certain percentage of contacts in a certain amount of time. This is our intended Service Level.This call center KPI is typically displayed in real-time to both agents and managers in their call center software metrics dashboard so they can make data-driven decisions that will have an impact on keeping this KPI within an acceptable range.
This is a measure to see how often calls are being transferred from one agent to the other.These transfers can be within different departments , or from a supervisor to another agent. It is expressed as a percentage, of the number of calls that the agent has to transfer to someone else to complete.
This is the percentage of agents who leave the call center to work elsewhere. Agent turnover rate significantly impacts customer satisfaction, call center scheduling and team morale, thus it should be included on a list of contact center metrics to track over time.
Time Lost Due to Technology Issues
Technology sometimes doesn’t work as we want it to. It is prone to technological issues that could occur once in a while. Managers need to be ready to deal with any such issue and recognize the reason for this lost time.
Knowing how much tech downtime your team is experiencing is a vital metric and potentially one of the easiest fixes to facilitate .