Top Metrics to Measure Inbound Call Center Performance
- 1. Top Metrics to Measure Inbound Call Center Performance
- 2. Inbound call center handles a large number of calls on a regular basis. So, it is quite difficult to measure inbound call center performance. There are various metrics available to measure the inbound call center performance. Let’s see what all these metrics are:
- 3. First Contact Resolution (FCR) FCR is the agents’ ability to resolve customer queries, problems or needs in the first attempt when they call, without any follow-up. This metric helps to identify how good an agent is handling and solving customers’ queries at the initial level. 1
- 4. Abandoned Call Rate (ACR) It identifies the total number of incoming calls which are hung up before an agent answers. Low Abandon Call Rate indicates better customer service. 2
- 5. Average Speed of Answer (ASA) ASA is the key performance indicator to assess the efficiency of a contact center. It is the average amount of time in which a call is being answered by agents. This metric helps to provide better service level and also it’s a cost significant factor for inbound call centers. 3
- 6. Average Handle Time (AHT) This metric calculates average call duration of an agent which starts from call initiation to call end. After-call work and hold time is also included for AHT calculation. It helps to reduce operational cost as well as increase agents’ productivity & customer experience. 4
- 7. Average Call Transfer Rate This metric finds the average of the total number of calls which are transferred by an agent to another department for various reasons such as agent is not able to handle the call, and a call is routed to the wrong department, etc. It helps to find the areas of improvement, areas can be related to inefficient call routing or agent call mishandling. 5
- 8. Customer Satisfaction Score (CSAT) CSAT helps you to understand whether you have met customers’ expectations related to product or services which you are providing. Customer Satisfaction Score can be measured by doing a survey in which customers are asked to rate the company services with a satisfaction scale of “Not Satisfied to Very Satisfied.” 6
- 9. About Us Call Center Hosting(CCH) is a leading and globally recognized provider of call center solutions. We offer a complete software-based call center setup for start-ups, SMBs, and enterprise, which includes outbound and inbound call center solutions, predictive dialer services, IVR services, and auto dialers. For more information, call us at +1-800-346-4974
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