A simple slideshow that explains the most critical metrics a call center must measure to identify areas of improvement in the customer support function. Targets and Objectives must be set for each metric and achieving them should be accorded the highest priority.
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Call Center Metrics (31West Knowledge Series)
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Call Center Metrics
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2. Net Promoter Score (NPS)
Net Promoter Score (NPS) measures the loyalty that exists between a provider and a
consumer. NPS is based on a direct question: How likely is it that you would recommend our
company/product/service to a friend or colleague? The scoring for this answer is most often
based on a 0 to 10 scale.
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3. Customer Satisfaction Survey (C-SAT)
It is a measure of how products and services supplied by a company meet or surpass customer
expectation. C-SAT is based on customer’s experience with the support or service. The scoring
for this answer is most often based on a 0 to 10 scale.
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4. Average Handling time (AHT)
Average Handling Time (AHT) is a key measure for any contact center planning system, as it
tells you how long a new item of work takes to be handled and not just the talk time.
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5. Revenue Per Call (RPC: In case of Upsell)
Revenue Per Call (RPC) is usually used in sales projects which calculates the effort of a
representative with respect to increasing sales. RPC can be calculated by dividing the total
amount of sale by total number of calls.
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6. First Call Resolution (FCR)
First Call Resolution is properly addressing the customer’s need the first time they call, thereby
eliminating the need for the customer to follow up with a second call.
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7. Total Problem Resolution (TPR)
Percentage of time the problem has been completely resolved from the customer point of
view. This KPI is mostly used for: Operational Excellence. This keeps troubleshooting time to a
minimum, which, according to industry averages, currently accounts for as much as 80 percent
of total problem resolution time, and gets the problem fixed.
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Quality Scores
Quality Scores is by far the most common metric used. It provides the ability to look at the
overall caller experience and the conversations that agents are using on their phone calls.
9. Service Level Agreement (SLA)
A service-level agreement is an agreement between two or more parties where one is the
customer and the others are service providers. The contract may involve financial penalties
and the right to terminate the contract if the SLA metrics are consistently missed.
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10. SLA might include points like
1 Agent Schedule Adherence: It measures how effectively call
center agents manage their scheduled time for work activities.
Active and Waiting Calls: It measures current volume compared
to the number of callers waiting to be patched through to an agent.
Call Abandonment: It measures the number of callers that hang
up or that are disconnected before they can be connected to one of
your agents.
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4 Forecast Accuracy: It reflects the percent variance between the
number of inbound customer contacts forecasted for a particular time
period and the number of said contacts actually.
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