Dave “Renny” Rennyson is the CEO of SuccessKPI. He is a passionate SaaS veteran, global executive, a lifelong learner, and the co-author of “The Art of SaaS.” Dave is obsessed with customer success, solving big problems for his customers, and building highly usable SaaS products that transform the customer experience. Prior to his role at SuccessKPI, Dave served in various senior executive roles at MicroStrategy, Genesys, Angel, Broadband Office, Interactions, Spirent, and Verizon. He enjoys running, reading, skiing, traveling, and trying to play Catan at times a bit too competitively with his family.
Call center managers play a crucial role in meeting organizational goals. Since the call center is the point of contact between customers and the business, it requires top-notch management. Luckily, managers can utilize a wide range of call center analytics metrics and reporting capabilities to gauge success.
Proper call center analytics and reporting can improve campaign success significantly. Thanks to modern call center tools, managers can measure, review, interpret, and review results for the call center campaigns. This helps them to make informed decisions on how to improve operations.
Let’s look at six crucial call center metrics analytics and reporting tools a call center manager should watch.
1. Agent Utilization
This call center metric measures the productivity of agents against their capacity. This figure is the percentage of time spent on calls and other call-related tasks against the total duration spend on all other call center activities. For instance, an agent spends four hours on calls from a total of six hours on the other tasks combined. The percentage of agent utilization would be 67 percent.
Agent utilization provides vital insights into the call center’s effectiveness. A high utilization ratio of around 80 percent is ideal for any call center.
Agent utilization is crucial for call center managers in a variety of ways. Managers use it to gauge the effectiveness of agents and spot potential problems. A very high utilization ratio can indicate agent burnout or overwork and translate to a dip in productivity. On the flip side, a low agent utilization ratio can indicate the call center has excess staff, which translates to high costs.
2. Active Waiting Calls
Both the manager and the team stay in touch with the number of calls in the queue. You need to continuously check the number of calls so you can pace the agents accordingly. It gives real-time knowledge of the agent’s workload.
3. Peak Hour Traffic
Every call center manager should monitor the busiest hours when the call center receives the highest number of calls. This analytics metric helps prepare for the high influx of calls and ensures the team is ready for more call work.
This information comes in handy when you want to staff the call center and schedule agents. Proper staff scheduling during peak hours guarantees you have the most skilled agents on board.
4. Cost per Call
This metric is essential for call center managers who want to improve cost efficiency. Managers should monitor the cost per call to identify the situations that add to the total costs. Ideally, managers should track the cost per call against a set value to ensure it does not exceed a certain amount.
5. On-Hold Time
The average on-hold time is the percentage of the total call spent on hold. Agents can put customers on hold to confirm something, transfer the calls, etc. A high average on-hold time could result in low customer satisfaction. For some customers, it’s expensive to stay on hold. This eventually results in a poor customer experience.
Managers need to keep an eye on the hold time to ensure agents don’t keep customers waiting too long. Ideally, managers should set a maximum hold time that a customer should stay on hold before the agent checks back.
6. Call Abandonment Rate
You need to maintain a low call abandonment rate to limit churn, enhance performance, and stay compliant with the SLA. Ideally, the abandonment rate should be lower than 8 percent at all times.
A high abandonment rate is bad news for customer retention. Therefore, every manager should aim for as low an abandonment rate as possible.
The Bottom Line
In this article, we looked at the ultimate call center metrics and reporting guide for every manager. These metrics help you to monitor the critical areas of the call center that contribute to organizational goals. As long as you stay in touch with these metrics, you’ll easily improve the call center’s performance.
SuccessKPI provides all the essential metrics that you need for call center management. Our technology provides deeper insights into customer interactions and gives a 360-degree view of the call center. Contact us today or book a demo to understand how SuccessKPI works!