A high alw average is indicative of a low-performing call center. The best call availability KPI is the amount of time it takes to answer each customer’s phone call. Generally speaking, a high ASA means that your team is not able to meet customer needs within the desired time. While it’s important to monitor ASA, you should also track individual customer responses to ensure that your staff is efficient and responsive to customers’ needs.
Another useful call center metric is the average handle time. This measures how long it takes an agent to handle a single customer’s request. A high alw average means that an agent is doing their job, but a low alw average means that they’re not doing it well. The occupancy rate indicates how much time an agent spends answering customer inquiries. A low occupancy rate usually indicates that the agent is not doing his or her job properly.
The customer satisfaction metric measures the effort the customer puts into an interaction. This metric is measured by asking a survey question at the end of the interaction. The best alw average is eight minutes thirty seconds. The target value depends on how the question is framed. Positive questions will yield higher numbers, while negative ones will produce lower numbers. These metrics are important because they help you determine if you’re improving the customer experience.
