10 steps to select optimal call center KPIs
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Choosing optimal call center KPIs is critical in assessing call center performance, maintaining a consistent level of service quality, and comprehensively understanding your customer’s experience.
The goal of a call center is to provide good customer service and quickly and effectively solve callers’ queries. The success of a call center depends on a variety of factors, such as the underlying technology and the several stakeholders involved, so it’s important to keep tracking the performance to find what is working out fine and what is not.
Monitoring optimal call center key performance indicators (KPIs) in real-time will allow for early diagnosis of issues to take reparative action. Conversely, selecting KPIs that are carelessly defined, not in line with corporate strategy, or are not consistently monitored, will lead to disorganization, poor customer service quality, and a decrease in the image and value of your company.
What are call center KPIs?
A KPIs is a metric used to measure if call centers are solving customer queries and delivering high-quality customer service. Call centers can have several possible KPIs, but it’s better to choose a short number of actionable metrics rather than data overload.
Top call center KPIs and metrics include:
- Customer satisfaction (CSAT) scores.
- Call abandonment rate.
- First call resolution.
- Average handle time.
- Average speed of answer.
- Service level.
10 steps to take to select optimal call center KPIs.
Dedicate ample time and consideration to choosing contact center metrics that will allow for accurate assessment of call center performance. Doing so is essential to understand and enhance the customer experience and will enormously impact your bottom line. Below are ten steps to show you how.
1. Identify KPIs that reflect your business objectives and corporate strategy.
Chose KPIs that are in line with your business objectives and corporate strategy. They should be directly tied to your company’s mission, values, and goals. The indicators that have the largest impact on the desired goal must be considered first.
2. Define accurate KPIs.
Identify and define exactly what will be measured. For the KPIs to be measured consistently, they must have a specific definition. Accurately defining the KPI will contribute to the validity of the measure.
3. Establish how the KPI will be calculated.
Decide what data points will contribute to the calculation and where the data comes from. This specificity will ensure that the KPI is assessed consistently. It is imperative to use excellent call center software to analyze these metrics accurately with real-time and historical reporting. Measuring metrics consistently is essential to ensuring that they are useful.
4. Define each KPI’s purpose.
Each KPI should be meaningful and serve a purpose. They can be used to engage employees, inform managers, or trigger an action plan. Make sure that the purpose is clear to each employee who uses the KPI.
5. Ensure that the KPIs measure different domains.
Dividing KPIs into separate domains will ensure that you gain a more comprehensive view of your company’s performance. One strategy is to divide into operations, income, cost, and service-quality related indicators. Another is to divide into leadership/planning, process, people, and performance-related indicators. Finally, divide the KPIs into domains that are the most meaningful for your company.