Maintaining excellence within a call center requires educating the entire team on how to analyze and act on the most appropriate call center metrics and empowering them with the right tools to do so.
Training agents and managers to recognize trends, anticipate problems and engage in reparative action will result in an entire team that is capable of effectively making informed decisions. They will demonstrate tactical and strategic adeptness as well as agile flexibility during critical moments.
Empowering your agents and managers with a dashboard that displays the most appropriate call center metrics to monitor in real-time is the first step to ensuring they will excel.
Metrics that should be displayed on the manager’s dashboard will help them make informative decisions based on comprehensive real-time data. Metrics that should be displayed on the agent’s dashboard will help them improve service quality.
Service level can be a quality indicator for your call center and is defined as the percentage of calls answered within X seconds. Managers can use this to inform workforce management decisions, identify inefficiencies and reward top performers.
This shows each agent’s status (available, busy, etc.). When using this metric along with the “calls in queue” metric, managers can more effectively assign tasks to their team. For example, having a few available agents isn’t a problem if your team is only receiving a few calls. Managers can then assign agents to work on other tasks.
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These indicators reflect recent trends and provide context to the number of calls in the queue and longest waiting time. Supervisors can compare current metrics against historical data and easily identify trends.
This displays the current backlog. It is the metric that is most sensitive to changes and trends. Managers should decide what action should take place when this metric reaches a predefined cutoff. For example, when agents notice that this metric exceeds a predetermined threshold, they can place their current caller on hold, or expedite their current call to accommodate a caller in the queue.
This is the length of time that the longest waiting caller has been in the queue. Agents can use this metric as an indicator that they should expedite the call, or spend more time with the current customer. Managers can use this metric along with the calls in queue metric to anticipate a critical time for them to engage in preventative action. For example, if there are far more calls in queue than normal but the longest waiting time is short, the team is starting a downward trend and service level will decrease. This is an important time to engage in preventive action.
Training your entire team to effectively interpret and act on call center metrics can be an important step to increasing the service quality and efficiency of your company. It can result in a team that is well prepared to handle high volume call times as well and will take the initiative to work on other tasks during low call volume periods.
By leveraging powerful call center software that displays real-time call center metrics to both agents and managers, your team will go from good to great.