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.