Top Call Center KPIs to Track in 2016
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This document discusses the importance of measuring key performance indicators (KPIs) in call centers. It outlines the top six KPIs that call centers should track in 2016, which are: average speed to answer, average abandonment rate, average time in queue, average handle time, first call resolution, and service level. For each KPI, the document explains what is being measured and provides tips on how to optimize performance.
Top Call Center KPIs to Track in 2016
- 2. Making data-driven decisions will differentiate a good company from a great one in 2016.
- 3. In order to ensure your call center is performing to its fullest capacity…
- 4. You should be measuring the right metrics and Key Performance Indicators (KPIs).
- 5. Here are the top six call center KPIs you should be tracking in 2016:
- 7. Average Speed to Answer is the average amount of time it took a single agent or a group of agents to answer inbound calls in a specified time frame.
- 8. This includes time while the agent’s phone rings, but does not include the time the caller spent in the IVR or waiting queue.
- 9. What are you really measuring?
- 11. The Average Speed to Answer for Talkdesk users was 4.3 seconds in 2015.
- 12. Decrease Average Speed to Answer with: • Sufficient agent training • Appropriate amount of after call work time • Adequate call forecasting
- 14. Average Abandonment Rate is the percentage of callers who hang up or disconnect before being routed to an agent.
- 15. Inbound callers typically abandon in the IVR or waiting queue.
- 16. What are you really measuring?
- 17. IVR Effectiveness Agent Efficiency Time in Queue
- 18. For Talkdesk users in 2015 we saw an Average Abandonment Rate of 12%.
- 19. Decrease Average Abandonment Rate with: • An effective IVR • Optimized agent training • More accurate staffing
- 21. Average Time in Queue is the average amount of time callers spend in the waiting queue before they are connected to an agent.
- 22. When customers experience lengthy wait times, they will likely abandon calls and may never call back.
- 23. What are you really measuring?
- 25. For Talkdesk users in 2015 we saw an Average Time in Queue of 3.4 seconds.
- 26. Decrease Average Time in Queue by: • Adjusting agent schedules • Optimizing staffing • Configuring software for specialized queues
- 28. Average Handle Time is the average amount of time an agent spends speaking with the caller, including hold time.
- 29. What are you really measuring?
- 31. Decrease Average Handle Time by: • Using skills-based routing • Streamlining agent workflow • Optimizing agent training and coaching
- 33. First Call Resolution is the percentage of calls that an agent or group of agents is able to resolve the caller’s issue without having to escalate, transfer or return the call.
- 34. What are you really measuring?
- 36. Optimize First Call Resolution by: • Presenting caller history • Automating tasks • Using skills-based routing
- 37. #6 Service Level
- 38. Service Level is the percentage of inbound calls that are answered below the target threshold.
- 39. What are you really measuring?
- 41. Optimize Service Level by: • Decreasing call duration • Optimizing agent scheduling • Decreasing after call work time
- 42. Start measuring what matters in your call center.
- 43. Your metrics will help you continuously strive for better results.
- 44. Create a Call Center in 5 Minutes Want to improve your call center KPIs? Start your free trial with Talkdesk today! www.talkdesk.com/free-trial