Developing a comprehensive understanding of call center key performance indicators (KPIs), how to identify KPIs to measure as well as how to accurately measure them and act on the data is imperative to successfully managing a call center. It’s an added bonus if your call center software helps you monitor and measure these KPIs in real-time.
This blog post will help you do just that. It provides a definition of call center KPIs, gives examples of the most commonly measured metrics in the call center, lists steps to measure these KPIs and suggests tools to help optimize the acquisition of KPI data.
The first step to making data-driven decisions in the call center is to develop a comprehensive understanding of what a call center KPI is, as well as how they are used in the call center.
Call center KPIs are quantitative metrics that are used to evaluate constructs that are crucial to the success of the call center. They typically assess the performance of the agent, team, department and/or the call center as a whole. They can be used to determine trends and make data-driven decisions that will increase efficiency, optimize customer satisfaction, increase revenue and reduce costs. They can also be used in benchmarking efforts to measure progress towards goals and to compare the call center’s performance with an industry standard. Taken together, call center KPIs are metrics that provide information about how a call center is performing and can be used as a foundation to make strategic decisions that will help to drive results.
Now that you have a good understanding of call center KPIs, lets walk through an example of how you can measure certain KPIs to access your call center’s performance in one key domain – customer satisfaction.
Knowing which call center KPIs to measure consistently can be challenging, especially for more novice call center managers. This section of this blog post is a great place to start. Below are the top 10 KPIs that impact customer satisfaction within the call center compiled from a study conducted with 512 call centers:
If you are looking for a starting point for evaluating your call center’s impact on customer satisfaction, the 10 aforementioned KPIs are a great option. Consistently measuring them over time will allow you to make data-driven decisions which will help to increase customer satisfaction.
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Now that you have a comprehensive understanding of call center KPIs as well as commonly measured KPIs in the call center, it is time to select KPIs that will allow for an accurate assessment of your call center’s performance. Below is a step-by-step guide to help you do just that.
In order to effectively engage in call center benchmarking, evaluation and decision-making, managers must follow the steps outlined above to select the most relevant call center KPIs and make more informed decisions based on the acquired data.
The final step to optimizing your approach to measuring KPIs and acting on the data is to leverage the right tools. Below is information about tools to help you consistently measure call center KPIs so that you and your team can make strategic decisions that will have a significant impact on your call center’s performance.
Consistently measuring call center KPIs is essential to gaining an at-a-glance overview of the call center’s performance and making informed decisions based on the results. As such, arm your team with the aforementioned tools so they can access the data they need to succeed.
Call center managers seeking to propel their call center ahead of the competition, wow their callers with an awesome customer experience, increase revenue and reduce costs should make an effort to identify relevant call center KPIs, measure them consistently and act on the results. Doing so will allow them to make more informed decisions that will have a measurable impact on their call center’s performance.