Home - How To Analyze QA Metrics For Call Center?


How To Analyze QA Metrics For Call Center?

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.

Boost Your Call Center Revenue Overnight

Pipes Ai is literally a plug and play system that you can have up and running in 2 days. We built Pipes Ai 4 years ago for our own call center and since then we have been perfecting it.

When you sign up our on-boarding team does most of the work sparing you oodles of hours and any heavy lifting.

We offer a month-to-month service and you can get started for as little as $ 500.

Whether you process 1,000 or 1 million leads per day, we have you covered. Go ahead and reach out to us and start to experience a more stress-free life with happy agents, and more top-line revenue.

Start Using Pipes Today

Get started in just minutes!

Make your ROI skyrocket

Book a demo

Fill out the form and one of our Pipes team will contact you!

    By clicking Get Started, I consent to receive phone sales calls and text messages – message and data rates may apply – from Pipes.ai on the landline or mobile number I provided even if I’m on a Federal or State do not call registry. I understand these calls may be generated using an auto dialer and may contain pre-recorded messages and that consenting isnot required to utilize our services.

    Ready To Start
    Turning Leads
    Into Revenue?