What to look for in call center metrics can be difficult to interpret. However, knowing how to measure service levels can be a valuable tool for managers. The average time a call is in the queue should be one of the most important KPIs. If the caller is waiting for too long, they are more likely to hang up than to continue talking. This can be a sign of poor customer service, which is why it’s crucial to know how long each rep spends on each call. The next metric to look at is the average contact quality and service level rates.
First call resolution (KPI) is another important metric to check. First call resolution measures the percentage of calls an agent is able to resolve without transfer, escalate, or return. This KPI should be one of the top priorities in any call center. If this KPI is low, it means that agents are not resolving calls quickly enough. Having high call quality metrics is critical to ensuring that your agents are capable of providing excellent customer service.
Second, it is important to measure customer retention. The customer retention rate, or CRR, can be determined by subtracting new customers from the total number of customers. This number is usually calculated by dividing the total number of customers by 100. While it’s not a precise measurement, it is useful to see which agents are most effective. This will help you determine which employees are performing well. Moreover, managers should listen to calls and take notes about their performance.