Best KPIs for Your Call Center
Key performance indicators (KPIs) are vital in a contact center to aid with the enhancement of customer service, operational efficiency, business value, and people management. These are four essentials for a high functioning and productive call center.
Starting with customer satisfaction is key, as it is the end goal for most businesses. To keep customer retention high, it is extremely important to make sure no call goes unanswered or abandoned. This is why many call centers verify a callback number the moment the client is on the line, just in case the call gets disconnected. Customers also become disgruntled when they have to wait too long, so keeping wait times to a minimum is important as well.
If the agents are not only well-trained but dedicated to answering and resolving every call and conflict, it increases the chances of first contact resolution. That will optimize productivity and minimize customer churn. Operational efficiency will determine if agents are taking too long on calls. But before blaming the agents for long call times, look at the tools being used. Is there something inefficient that needs to be fixed first? Once clarified, the agent can be evaluated.
It is also vital customer calls are routed appropriately. Being handed off to several agents, the wrong ones at that, can lead to hang ups and negative reviews; bad for business and bad for the agents.
Customer retention, again, is a great way to measure the efficiency of a call center. Nurturing client relationships is of the utmost importance and an important KPI to keep in focus.
By keeping company sights on key KPIs, a call center can run more effectively and efficiently – Which means, higher rates of first call resolution, better customer service and productivity.
What KPIs is your call center paying attention to?
Edited by Maurice Nagle