January 17, 2020

How To Analyze QA Metrics For Call Center?

How To Analyze QA Metrics For Call Center? Use AI technology to turn web leads into live calls for your sales team.

The most important question in any call center is how to analyze QA metrics. Many companies track KPIs on a daily, weekly, or yearly basis, but it is not always easy to interpret these numbers. For example, one KPI is the average time it takes for a customer to reach an agent. For most businesses, this metric should be low, but if it is too high, it could be a sign that the call center’s call system needs to be improved.

The first step to improve service quality is to measure the length of the interaction between a customer and a live agent. This is often done by measuring average processing time (APT), which measures how long it takes for a call to be handled. It also highlights whether a customer has to wait a long time to get an answer. If the average time is too long, the customer may hang up.

Next, quality assurance metrics should measure the efficiency of each resource within a call center. For example, if a customer takes almost 11 hours to get an answer, that would indicate a productivity problem, even though the average length of the interaction is not very high. If a customer is unhappy with this, they will not be satisfied with the service they receive. Using call center QA metrics is a valuable way to make your business a success.