What Are Metrics in a Call Center?

Metrics in a call center refer to data for different call center aspects, such as call time, call volume, call abandonment, average handle time and other agent and queue based metrics. These metrics are the flakes, nuggets, and specks of gold that reveal the truth about call center operations.

Metrics for Connecting with an Agent

  • Average Call Abandonment Rate – This refers to the proportion of customers who initiate a support call and hang up before an agent connects with them.
  • Percentage of Calls Blocked – This is the proportion of customers who make a support call but receive a busy tone that stops them from connecting with an agent.
  • Average Speed of Answer (ASA) – This is the average time it takes for agents to answer customer calls.
  • Average Time in Queue – This is the length of time customers spend waiting from when they make a support call until they’ve spoken to an agent.

These metrics are critical for CX since shorter wait times generally make customers happy.

Metrics for Issue Resolution

  • Average Handle Time (AHT) – This refers to the time it takes from the moment an agent connects with a customer until the interaction ends.
  • Average Talk Time (ATT) – This refers to the time the agent is actually talking to the customer.
  • Average After-Call Work Time – This refers to the time spent by an agent to follow up on a customer’s case after the interaction has ended. For example, follow-up activities might include submitting notes to the manager or filing a bug fix with the IT team.
  • Repeat Calls – This metric reflects contacts from the same phone number or email that recur within a specified time period.
  • Time to Resolve – This metric is similar to Average After-Call Work Time and AHT. Time to Resolve includes the time the customer initiates a support call until the center has fully resolved the issue.
  • First Call Resolution (FCR) – This refers to the proportion of cases resolved by a single interaction between an agent and a customer.
  • Channel Switch – Channel Switch is the ability to resolve an issue in the same channel through which a customer raised it.
  • Self-Service Deflection – This is the proportion of customers who resolve their issues via an online knowledge base, forum, or any other self-service portal.

Out of these six metrics, FCR and AHT are the most commonly used in the call center; however, these metrics used in isolation only tell part of the story when you cannot see inside the customer conversations. More advanced metrics surrounding sentiment, sentiment by channel, topic, and theme detection powered by speech analytics and machine storing can take your analytics to the next level. Further, integrating data from other sources such as CRM and WorkForce Management (WFM) tools can further enrich your awareness and develop a total 360 degree view.

Conclusion

Organizations today can harness the power of call center metrics to gain insights into their call center operations. However, relying on these metrics alone can limit your insight. SuccessKPI provides call center leadership with a 360-degree view by blending hundreds of metrics from qualitative and quantitative historical and real-time data elements.

Find out more here: https://successkpi.com/