Top Call Center Metrics to Track

Every call center company needs a way to measure its success. For years the BPO industry has always been at the forefront in the Philippines economy. This has been consistently the case because of how efficient and effective the country’s labor force is.

That being said, it is not exactly just because of the people. The reason why call centers have always been such a great asset to the economy is the strict observance of their standards. Having an eagle eye on tracking these metrics is what makes the BPO industry in the Philippines so phenomenal.

What are these call center metrics that make them so good? In this article, we discuss the top call center metrics that you should keep track of as well.

Call Abandonment Rate

This metric measures the percentage of callers who hang up way before they reach an agent. They wait for someone to pick up the phone, or at least wait to be directed to someone other than a service bot, but because of the time, they were not able to do so.

When a caller hangs up prematurely, that means, they were not even given the chance to be served. Although it does not say much about the agent, it does show the percentage of calls that do not reach them. A high average call abandonment rate means some problems affect the work efficiency of your agents. On average, the call abandonment rate should only be around 5 to 8 percent. If it reaches any higher, then there might be a problem with how slowly callers reach your agents.

Time in Queue

This metric helps measure the overall productivity of each agent by considering how long callers wait in a queue before they are serviced. The time that people spend in a queue is time wasted for them just sitting around. This will affect their user experience—particularly since the time that they wait for it will add to the growing frustrations that they might experience.

If your customers are spending too much time in the queue, try to push your agents to accommodate more people.

Handle Time

The handling time calls on the time it takes for your agents to pick up the phone up to the time they finish the call. The shorter the handling time, the more your handlers can service. The more people they serve.

Looking at the average handle time, however, should be analyzed with a bit more consideration. Sometimes your agent might have a long handle time because they were struggling with a request of the customer. At the same time, if they have a relatively short handle time, then it might also mean that they are just quickly talking with the caller without actually providing any help.

When talking of handle time, make sure you apply some sort of quality assurance software so that you know if the calls are done correctly.

First Call Resolution

This metric is one of the most accurate ones to track because it clearly shows productivity and effectiveness. When a customer has to call back multiple times, that means the agent is not able to satisfy their needs for the first time. The more times they call back mean the agents did not do their job properly.

The goal is to keep the first call resolution rate as high as possible. The lower it gets means, there is something wrong with how your agents handle your customers.

The best way to solve this is to ensure that your call agents get adequate training as well as a good understanding of how to deal with people. You could also present to them the criteria in which you evaluate their jobs for them to know where they should improve on.

Customer Satisfaction

This metric provides the most accurate data on how your agents provide support to your customers. It is unlike the other metrics because it is not based on numerical statistics, but rather the user experience in general.

Customer satisfaction is usually determined by after-call surveys or some other kind of feedback mechanism. If you have a high customer satisfaction rate, then that means most of your customers are happy with how you treat them.

To measure this, make sure to have a list of specific performance indicators for your employees. This will help identify where they are great at and where they are lacking. By knowing these, you can then implement certain strategies and tactics to further improve on their performance!

Key Takeaway

Many metrics should be tracked by call center companies. There are some which are less important to overall performance but are needed to find ways to further improve the company. These five top metrics should be at the forefront of your tracking. Always keep them in mind when evaluating performances and analyzing the productivity and efficiency of your BPO company.

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