With the number of call centers rising in almost every country, KPI’s now determine the quality of work call center companies deliver. The concept of call centers handling almost every front end task of a company has resulted in the birth of outsourcing customer service call centers to professionals. Now every company’s portfolio has KPI to help clients judge them with regards to how they’re performing.
The Primary KPI’s that are used for judging call center’s are
Average talk time: This metric gives you the amount of time spent by an agent with a customer over the call. Depending on the nature of business an ATT can last from seconds to hours.
After Call Work: This metric shows the amount of time an agent spends after the call on documentation and filing a service request. ACW is also considered a breathing time give to agents before interacting with the next customer. ACW is calculated from the time the call is disconnected to the time where the agent goes online ready to attend the next customer.
Average Handling Time: AHT is the total time spent on a call including ACW. so Basically ATT+ACW= AHT. This is a very important KPI for every individual agent, it’s on the basis on AHT that the whole process and wait times are calculated.
Calls Per Hour: The name itself defines what CPH means. This metric can be used individually for every agent or for the whole site together. so CPH basically determines the total number of calls attended in a span of one hour.
Abandon rate: This figure is calculated by the percentage of calls where the customers hang up before the actually have their calls answered. This helps judge whether there are enough and more agents in the queue to answer calls.
First call resolution: This metric measures whether a customer calls back to the queue in a certain time frame after having once talked to an agent. This metric is considered very essential in many processes as it helps judge customer satisfaction and helps control the call volume.
Besides the ones listed above there are other KPI’s that cater to selecting an apt call center, but depending on the nature of business the KPI’s required are different.
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