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Assessing key performance indicators (KPIs) is important to any call center, but even more so for a call center outsourcing company. Not only do these metrics matter internally, but they also matter to the client. Below is what to look at when analyzing the efficiency of an inbound call center campaign.
1. First Contact Resolution (FCR)
FCR is the percentage of calls that are resolved on first contact, with no escalation or follow up. Repeat calls use up resources and time. In order to save and increase FCR, ensure that calls are handled timely and accurately.
2. Average Speed of Answer (ASA)
ASA refers to the time it takes a representative to answer a call once a customer has exited the interactive voice response (IVR) system. This number should be kept as low as possible in order to avoid high abandonment rates. If there is a high abandonment rate, look into increasing headcount or implementing an omnichannel strategy.
3. Average Handle Time (AHT)
AHT is the total amount of time an interaction takes. This includes all talk time, after call work, and any time the customer is placed on hold. Keeping AHT low is the goal, as it will keep customers happy, and keep staffing levels low.
4. Abandoned After Threshold
This KPI measures the amount of calls that are dropped after a specific amount of time. This should be compared to the total amount of dropped calls, in order to see where exactly your customers are falling off. This metric is important as it is the true measure of efficiency when it comes to dropped calls, as opposed to the total abandonment rate.
5. Customer Satisfaction (CSAT)
Customer Satisfaction is often looked at as the greatest indicator of call center success. Happy customers are repeat customers who leave good reviews. CSAT is captured many ways, including after-call surveys.
6. After Call Work (ACW)
Once an engagement is wrapped up, there is typically some work that must be done following the call. Sending an email, entering notes, processing an order or submitting a form all fall under After Call Work. The time it takes a representative to do these tasks is calculated, as this takes away from their ability to receive incoming inquiries. Keeping this number low will ensure that representatives are focused on their tasks and are available for incoming requests.
7. Agent Utilization
Agent Utilization is a comparison of the amount of time a representative spends on calls or doing after call work to the total amount of time they are logged in. Overall, this number will show the amount of free time there is. If the number is too high or too low, staffing adjustments should be made.
Measuring and understanding call center KPIs can be daunting. Here at OutPLEX we make sure our clients understand everything that is included in their reports. Based off the reports, we can suggest cost-saving staffing strategies as well as omnichannel solutions. Contact us now to see how you can save.