A call center must analyze the work done by its agents and record it. This technique will help measure results and see the differences between periods or campaigns. Today we are going to talk about KPIs ( Key Performance Indicators ) and which ones are the most important for a call center .
Most call center performance metrics or KPIs focus on customer satisfaction , response, and future actions. Customers are the most important thing in a call center, so measuring their behavior and results is vital to knowing how you are doing.
What are KPIs for contact centers?
KPIs are metrics and measurements that are performed to understand the status of the different divisions of a call center . They monitor and evaluate how the call center works and the results it offers.
They are vital to determining
A customer satisfaction and knowing where to improve. It is a task that is the responsibility of personnel control and they are responsible for indicating the direction in which your company is going.
The 5 KPIs for call centers that you should know
Customer satisfaction: This is the most relevant of all. It helps you measure specific database by industry customer satisfaction with the call, the product, and the company. Surveys are the most useful tool to carry out this KPI.
First Call Resolution: This is your call center ‘s ability to resolve issues on the first call with a customer. It is directly linked to customer satisfaction.
Response time:
Measures how accessible your call center is to ali gre za pogajanja customers. Again, improving this is vital to increasing customer satisfaction .
Schedule adherence: This measures how much time during the workday the agent is available to answer calls or manage data. A good measure is between 80 and 90% of the time.
Contact quality: This is usually assessed by agents specialised in quality control. It does not measure the quality of the customer, but rather the quality of contact with the customer : cordial greetings, data retention, courtesy alb directory and professionalism, etc.
Now that you know the most important KPIs for call centers , which ones are you going to start measuring?
