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Call Metrics in Call Center

Posted on October 19, 2020 | No Comments on Call Metrics in Call Center

Call metrics in call center pertains to the criteria or parameters to monitor and evaluate the level of service quality of an agent or the call center operations in general. Call metrics is synonymous to key performance indicators (KPI’s), which may also differ in the nature of call in the call center company.

The Call metrics for outbound call center operations engaged in sales and telemarketing are as follows:
Contacts per hour – pertains to the mean number of clients an agent has contacted for every hour. The higher the average may reflect higher productivity of the agents.

Leads Conversion Rate – refers to the percentage rate of sales leads that were actually converted to sales. The higher the percentage rate means the more effective the agent in making sales and the more effective the identification of sales leads.

Hourly Sales – is the average amount of sales deals closed by an agent per hour. The higher the hourly sales reflect the more effective is the marketing agent. However, for products or services that are difficult to sell usually involving higher amounts of investment (i.e. pension plan, insurance, the daily sales ratio is alternately used.

Accuracy – refers to the accuracy or correctness of the company’s forecasts as to the number of contacts per hour, lead conversion and hourly or daily sales. The lesser the variance between the forecasts and actual data, the more accurate are the forecasts.

The Call metrics for inbound call center operations engaged customer service and other support services.

Calls per hour – refers to the average number of calls the agent is able to attend to per hour. This can measure the productivity of a call center agent.

One and Done Calls – refers to the number of calls an agent successfully resolved within the first phone call. The higher the number, the more efficient is the call center agent because transfers and escalations are minimized in turn decrease costs and increase the client experience. Corollary to which, a low number reflect agent deficiency which may entail identifying which training the agent must require.

Handle Time – pertains to the average time an agent handles a call from a client including the administrative work related after the call. The longer the handle time, the lesser productivity of the agent because it would obviously eat the time of an agent to attend new calls.

Wait Time – refers to the average time a caller is put on hold and must wait until an agent becomes available to receive and attend the call. The higher the average time, the more inefficient the call center operations. The longer wait means lower service availability or accessibility.

Accuracy – refers to the accuracy or correctness of the company’s especially in the calls per hour which is equally important for workforce management and scheduling in staffing the office depending on demand.

Abandonment Rate – refers to percentage rate a customer canceled the call before an agent attends it. The higher the rate, the more inefficient is the call center in providing timely service and the greater the chance of disappointed customers.

Completion Rate – refers to the percentage rate a call was attended and completed to the number of attempted calls made by the customer. The higher the rate the more efficient the call center company.

Originally posted 2013-11-13 08:38:44.

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