Customer satisfaction is an important metric to focus on. The higher the satisfaction rate, the better. In fact, the goal of every call center should be to solve 100% of the customer’s problem on the first contact. Another important metric is average speed to answer. This metric measures how long agents take to answer calls. Customers don’t like to wait and aren’t likely to buy your products if they have to wait in long queues. To calculate average speed to answer, divide total waiting time by the total number of calls answered.
Another important metric to track is average handle time. This measure includes hold times and after-call tasks. A high number means that your agents are inefficient. These metrics can also be used to set benchmarks for your team and to determine agent training needs. A low average handle time may indicate that your agents are understaffed or not being trained properly. The best way to improve this metric is to set targets for your agents, as high values indicate a lack of availability.
Another important metric to track is customer effort score. This measures how much effort an agent expends to resolve a query. In a perfect world, this number should be very high. However, this metric can be inaccurate. It can be affected by many factors, including shift changes and seasonal call volumes. Therefore, it’s important to make sure that you have a realistic expectation of your agents’ ability to resolve the queries of your customers.