How can you determine the performance of your call center? One way is to evaluate the quality of customer support. It is important to know how long it takes agents for a call to be resolved. While this metric is simple to measure, it can have a significant impact on the customer experience. If you only focus on volume, average handling time, or both, you will have an unbalanced picture. This will negatively impact your customer experience and your bottom line.
Measuring Response Speed
Another metric is the response speed, which measures how quickly agents respond to customer inquiries. If you are able to beat your 80-second target, you are doing well. If you cannot, aim to improve your response rate. If you can answer 80% or more of your customers’ calls within the agreed time frame, you are doing well. For example, if you can handle all customer emails within four hours, you’re doing great.
CSAT feedback sheets can also be very useful. These are sent right after a call ends. These indicate how well the agents dealt with the customer’s issue. This information is invaluable for setting benchmarks and providing service quality assurance. In the same way, you can track the average revenue from calls and see if agents are hitting their sales targets. A business phone provider offering unlimited SMS/MMS plans can help you determine if agents are meeting this target.
Measuring Average Handle Time
Another important metric to consider is the average handle time. This is how long it takes for an agent or customer service representative to resolve a customer problem. This metric should be compared to the number of calls handled during the same period. This metric should be increased in order to establish benchmarks and identify areas where training is needed. It will also help you evaluate if agents need additional training.
Measuring Average Wait Time
Another metric, you should be measuring is the average time it takes to connect with an agent. The average wait time is a measure of the time it takes for customers to reach an agent. This metric is available to be tracked daily or weekly. A call center can also track its AHT by comparing its average response times, or the number and quality of calls it takes each day. The faster the call center responds to an incoming call, and the more accurate it is, the better.
The key metric that shows customer satisfaction is first-contact resolution. It measures the percent of queries that are resolved on the first contact with a customer. An agent who is more patient and can resolve a customer’s problem quickly will have a higher first-time satisfaction rate. Low-resolution rates can also indicate poor customer service and could even indicate that the agent cannot handle the problem properly.
