Stay on track with these call center KPIs
and what they really mean
Not knowing which performance indicators are actual key can cost you a lot of nerves and money.
But be aware: Not all keys open the right doors.
First, you should ask yourself this question:
What do you want to know from your KPIs?
Before you start tracking everything, you need to understand what these numbers actually tell you. There are many ways of reading the numbers.
Don’t stick to only looking at standard measures, use clusters and categories to make sure you’re measuring everything. But don’t measure too much.
Measuring without actions is useless.
Categories for inbound:
Effectiveness, Quality, and Employee satisfaction.
It’s, of course, important to measure business goals as well, but those are not within the scope of this blog post.
Effectiveness not efficiency
Don’t just look at average handling time (AHT), but compare that with call backs. Are your agents trying to rush through calls to keep the AHT down, but not really solving the customer’s problems?
Is your transfer rate too high? Look at making your IVR and agent skill rating better.
The root cause of the call. Start looking at why the customer called in the first place and try to solve the problem in advance. Being proactive will increase customer satisfaction.
Customer satisfaction / Quality
First call resolution compared to agent competence and knowledge. Is there some type of calls that have substantially lower first call resolutions? Consider creating better processes and training your agents to solve those issues.
Telephone etiquette vs. customer satisfaction. It’s no secret that unhappy agents will produce unhappy customers. You can, for example, compare the employee NPS with the customer NPS.
Process adherence vs. customer satisfaction or first call resolution. Are your processes working, should they be stuck to or could there be some value in empowering your agents to solve the problems more freely.
The most basic KPI is employee NPS and churn. Look how the employee NPS might affect agent churn.
Schedule adherence and sick time. If these are off, it would suggest that your agents are under too much pressure or are unhappy with their work for some other reason.
Fluctuation in your AHT. If some agents have significantly longer handling times than others it might indicate active disengagement. These agents are looking to work less.
How should you track?
You could spend endless hours in different programs and excel sheets. Or you save yourself some heartache and time: Get a SaaS that does the work for you. All you must do at the end is look at the statistics and make some adjustments accordingly. When you check your numbers for the first time you might not know where this is going or what the trend is. But once you have more than two stats to compare and you have a tool that does the counting and displaying for you, you are well prepared for success.