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The Top 10 Effective Inbound Call Center Metrics You Should Be Tracking

1. Average Speed of Answer

Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly associated with how customers rate their satisfaction with a company. 

2. Average Time In Queue

Similarly to the average speed of answer, the average time in queue metric helps companies evaluate the average time customers are waiting in queue, and take action to lower those numbers in order to increase satisfaction. You may choose to set goals such as a maximum time that customers are allowed to wait in the queue for optimal results.

3. First Call Resolution

First call resolution is a crucial component of customer relationship management and customers’ overall satisfaction. A call center agent, we call them Brand Specialists, should aim to find solutions for a customer within the initial call, without needing a follow-up. Companies often evaluate their percentage of FCR to determine if the processes they have in place are effective enough, and how small changes can improve this metric.

4. Customer Satisfaction

Global Response specializes at serving customers with the Brand’s mission in mind. Our goal is to provide memorable experiences. For tips on increasing customer satisfaction, read our blog post ‘The 5 Things Inbound Call Center Agents Should Be Doing’.

5. Average Call Abandonment Rate

The average call abandonment rate is directly associated with the average speed of answer and the average time in queue. Callers are likely to hang up and look for answers or assistance elsewhere as opposed to wait a long time for someone to answer the call. To stay ahead of the competition, companies value every single interaction they have with their customers by monitoring the call abandonment rate and striving to keep it even lower than the industry standard of 5-8%.

6. Average Handle Time

Average handle time represents the average length of contact for a customer on a call and is commonly a metric used by managers to assess a Brand Specialist’s efficiency. Some brands prefer longer, in-depth calls while others expect calls to be resolved as quickly as possible. During quality monitoring, Brand Managers will pinpoint areas where interactions could have been handled more efficiently to reduce Handle Time and where steps can be added to promote customer engagement.

7. Service Level

Service level is defined as the percentage of calls answered within a predefined amount of time. Service level is both a goal and a performance metric. Managers can set a service level objective and determine performance of the call center through that percentage.

8. Percentage of Calls Blocked

This is the percentage of inbound callers that receive a busy tone when they are trying to reach a Brand Specialist. This is caused by a lack of available agents, lack of a configured call queue and sometimes due to high call volume. Blocked calls are missed opportunities to connect with customers, so this metric should be closely monitored.

9. Agent Productivity

Traditionally, productivity was measured by calculating the number of contacts handled over a certain time period. Others aspects such as Schedule Adherence and Average Handle Time should also be taken into account when reviewing your team’s productivity. Managers should set expectations for downtime and breaks to have a transparent workplace.

10. Average After Call Work Time

This refers to the time taken by a Brand Specialist to do work for a customer after the call has ended and before the next customer gets connected. This is also known as post-call processing (PCP). Managers measure the efficiency of the team by monitoring the Average After Call Work Time with the objective of maximizing the time the Brand Specialists spend assisting customers.

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