KPI y métricas de centro de llamadas para realizar un seguimiento óptimo de la solución de centro de llamadas
Antes del Celia Cerdeira
0 min de lectura
Los contact centers siempre deben estar trabajando para mejorar y así poder brindar un mejor servicio a sus clientes.
To do this, they must be able to find problems or inefficiencies and correct them. KPIs and metrics provide this visibility, allowing them to give excellent call center customer service.
Obtenga más información sobre los principales KPI y métricas del centro de llamadas para sacar el máximo partido de ambos.
Analyzing call center key performance indicators (KPIs) is imperative when assessing the effectiveness and efficiency of the call center. A strong call center solution is critical to measure KPIs in an efficient way. While it is clear to most call center managers and decision-makers that they need to analyze call center KPIs, what is often not so clear is which contact center metrics to measure and track over time. This blog post will help you to understand which metrics to track and how a call center solution can help with that. Keep reading to know more about top call center KPIs and metrics to track for success.
Principales KPI y métricas del centro de llamadas
1. Porcentaje de llamadas bloqueadas
A call center KPI that greatly impacts customer satisfaction is the percentage of calls blocked. This is the percentage of inbound callers that received the busy tone when they call and is often caused by one of the following:
- No hay agentes disponibles ni colas de llamadas configuradas (o las colas de llamadas están llenas), de modo que las personas que llaman oyen la señal de ocupado cuando llaman o son enrutadas directamente al buzón de voz.
- El software del centro de llamadas no puede gestionar adecuadamente el volumen de llamadas.
Dado que incluso una llamada bloqueada puede ser una oportunidad perdida para conectar con un cliente o cliente potencial, este es un KPI del centro de llamadas que nunca debe ignorarse.
2. Tiempo medio en cola
No one wants to wait in a queue for a long period of time. Thus, in order to ensure your callers’ wait time is within an acceptable range (as well as customer satisfaction) you must keep track of the average time in queue. This metric is the total time callers wait in call queues divided by the total number of calls answered by agents. It is a great indicator of whether or not your team is providing their callers with the service they deserve.
LIBRO ELECTRÓNICO
Todo lo que necesita saber sobre los KPI del centro de llamadas
3. Tasa media de abandono.
Call abandonment, or the percentage of callers who hang up before reaching an agent, is a common occurrence in the call center and has a negative impact on customer retention. It is crucial that customer-centric call centers keep track of this KPI and make sure that it remains below a target threshold.
4. Nivel de servicio.
Service level is the percentage of calls answered within a specified number of seconds. Modern call center solutions typically display KPIs in real-time to both agents and managers in their call center software metrics dashboard so they can make data-driven decisions that will have an impact on keeping this KPI within an acceptable range.
5. Velocidad media de respuesta.
The average speed of answer is the average time it takes for calls to be answered in the call center during a specific time frame. This includes time spent waiting in a queue while the agent’s phone rings; however it does not include the time it takes to navigate through the interactive voice response (IVR) system. It is a call center KPI typically referenced by managers when assessing their team’s efficiency and degree of accessibility to their callers.
Tiempo medio de atención.
Average handle time is the elapsed time from when an agent answers a call until the agent disconnects. It is one of the most commonly analyzed KPIs in the call center industry as it is directly related to caller satisfaction.
7. Tiempo medio de trabajo posterior a la llamada
In most call centers, an agent’s work does not end when they finish a call. In fact, they often spend quite a bit of time updating databases, sending emails and informing teammates about the call. This time an agent spends completing a transaction after the caller has disengaged is called after-call work time. Managers often seek to reduce after-call work so that they can maximize the time their team spends interacting with customers while they are on the clock—and a strong call center solution is the right answer just for that.
8. Resolución en la primera llamada.
First call resolution is another KPI that is directly related to customer satisfaction – and it is easy to see why. It is the percentage of calls that the agent completely addresses the caller’s needs without having to transfer, escalate or return the call. Resolving an issue on first contact is so important, that many claim that first call resolution is the single most important KPI related to a customer’s level of satisfaction with a company. It therefore should be at the top of any list of call center metrics to track over time.
9. Satisfacción del cliente.
Customer satisfaction is a KPI that can be acquired from many different sources. Call centers typically arrive at a customer satisfaction score by conducting customer surveys as well as obtaining quality assurance measurements. Regardless of the methodology used to arrive at this KPI, it is one that should always be considered when analyzing call center effectiveness and efficiency.
10. Occupancy rate.
Occupancy rate measures the amount of time agents are on live calls as well as completing work associated with the calls. While most call center managers seek to optimize occupancy rates, they must also pay attention to the agent workload when setting targets for this call center KPI.
11. Absentismo del agente.
El ausentismo de los agentes, o el número de días perdidos al año debido a la ausencia de los agentes como porcentaje del número total de días contratados, puede tener un gran impacto en la programación y dotación de personal del centro de llamadas, así como en sus resultados. Este KPI es útil para desarrollar un presupuesto y optimizar las prácticas de gestión de la fuerza laboral.
12. Tasa de rotación de agentes.
The final call center KPI that should be included in every call center manager’s list of metrics to track over time is agent turnover rate. This is the percentage of agents who leave the call center to work elsewhere. Agent turnover rate significantly impacts customer satisfaction, call center scheduling and team morale, thus it should be included on a list of contact center metrics to track over time.
Simplifique el seguimiento de KPI con una solución de centro de llamadas en la nube.
Measuring call center KPIs that are associated with customer satisfaction, agent effectiveness and call center efficiency should be the main objective of any manager seeking to optimize their call center’s performance. If you’re currently using contact center software but aren’t able to get the visibility you need into top metrics, get a demo of Talkdesk today!
BUYER'S KIT
Cloud contact center buyer’s kit
Descargue el kit del comprador del contact center en la nube para obtener acceso instantáneo a una herramienta de evaluación comparativa de KPI, una plantilla de RFP, listas de verificación e informes de estrategia.
Preguntas frecuentes.
¿Qué son los KPI del contact center?
Los indicadores clave de rendimiento (KPI) del contact center son los que utilizan los centros de contacto para medir qué tan cerca están de cumplir objetivos de negocio específicos. Estos objetivos pueden incluir la reducción del tiempo promedio en cola o el aumento de la velocidad promedio de respuesta, pero la mayoría de ellos se enfocan en mejorar la experiencia del cliente o la eficiencia del centro de llamadas.
What are call center metrics?
Instead of goals, metrics track call center performance and activities on a more general level. These metrics can measure the efficiency of teams, productivity, or other things that can help improve processes or customer loyalty.
What is a contact center?
A contact center is where an agent answers customer calls and other interactions. This area can be the call center building, a shared workspace, or, for remote workers, a home office. Remote agents often work through cloud contact centers, which makes it possible for them to work wherever they need. These cloud systems also offer other benefits, like the easy establishment of omnichannel strategies and seamless communication with customers across several platforms, such as SMS, online chats, video calls, and email.
