Customer Service Metrics: 8 KPIs to Consider - Taking You Forward, Inc. - ContactCenterWorld.com Blog
To fully utilize your resources and staff for more important functions, you have decided to outsource your customer service support to a call center from the Philippines. This is a big leap yet a great move for you and your company as you are able to focus more on your core processes and experts are handling your customer service. You are thrilled about the idea of having an outsourced team and you are confident that they will go beyond your expectations.
Since you have embraced the path of outsourcing, it is about time to develop a comprehensive understanding of call center key performance indicators (KPIs). Through KPIs, you are able to measure the performance of a call center and identify the areas they are good at and areas they need to improve on. Learn about these 8 KPIs:
Call Center Status Metrics
The Call Center Status Metrics measures the call center’s performance through multiple key variables real-time such as the number of agents logged in, the number of calls being handled, the number of calls waiting, etc.
Service Level measures whether the call center is able to perform in alignment with the service level agreement (SLAs). This checks whether the call center is able to answer a percentage of calls within a specified number of seconds as stated in the SLA.
Call Abandonment measures the number of times a caller hangs up or disconnects before they can be connected to a live agent.
Average Handle Time (AHT)
Average Handle Time measures the average time the agent spends in a call including hold time.
Agent Schedule Adherence (ASA)
Agent Schedule Adherence measures how every agent makes use of his or her time. Furthermore, this measures the agent’s degree of compliance with his or her assigned schedule.
Active and Waiting Calls KPI
Active and Waiting Calls KPI gives real-time information on how many calls are active and how many calls are in queue.
Customer Satisfaction Metrics
Customer Satisfaction Metrics is acquired through various sources usually in a form of a survey. This analyzes the effectiveness and efficiency of the call center through customers’ inputs.
Call Resolution takes note of the outcome of every call. This is a measure of how effective agents are in resolving a customer’s concern on their first call.
Through these KPIs, call centers are able to improve on the daily performance of the call center. Knowledge of these KPIs will allow call centers to make data-driven decisions and changes to implement in order to increase customer satisfaction.
Taking You Forward (TYF) is an up and coming call center in the Philippines. A TYF, we measure KPIs consistently and act on the results. We work hardest in providing our customers with awesome customer experience. Contact us today and let’s talk about your aims for your customer service.
Publish Date: July 28, 2016 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
(VIEW OUR PAGE)
Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим...
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
View more from Taking You Forward, Inc.
Recent Blog Posts:
|Customer Care Challenge: Delivering Bad News to Customers||July 16, 2017 5:00 AM|
|Why Telemarketing Still Works In The Digital Era||June 26, 2017 5:00 AM|
|4 Factors To Consider When Calculating Number of Call Center Agents Needed||June 5, 2017 5:00 AM|
|4 Points To Ponder When Winning Back Customers||May 5, 2017 5:00 AM|
|Weekly BPO News: April 18-21, 2017||April 28, 2017 5:00 AM|
|4 Reasons Why Sales Needs Storytelling Skills||April 28, 2017 5:00 AM|
|Top 6 Complaints In Customer Service||March 28, 2017 5:00 AM|
|With Outsourcing, Everyone Wins||March 12, 2017 5:00 AM|
|5 Techniques to Manage High Call Volume In Peak Seasons||February 22, 2017 5:00 AM|
|5 Tips For Excellent Live Chat Customer Support||February 3, 2017 5:00 AM|