When you run an inbound call center, monitoring its performance is essential. However, it can be difficult to identify which areas of the call center have done well and which need improvement without having specific metrics to measure success. Fortunately, there are a variety of different metrics that can give you a better overview of how your inbound calls are being handled.
In this blog post, we’ll cover 10 different inbound call center metrics and discuss ways they can be used to make informed decisions that improve customer experience.
- Average Handle Time
Average handle time (AHT) is the average amount of time it takes for a call center agent to complete a call, from start to finish. AHT is important because it can give you an idea of how efficiently your call center is running. If your AHT is too high, it could mean that your agents are taking too long to handle calls.
Related: How To Reduce Average Handle Time In The Call Center?
- First Call Resolution Rate
First call resolution (FCR) rate is the percentage of calls that are resolved on the first call. FCR measures how well your call center agents are at resolving customer issues. A high FCR rate indicates that your agents are doing a good job of resolving issues on the first call.
- Call Abandonment Rate
The call abandonment rate is the percentage of calls that are abandoned by customers before they are answered by an agent. If your abandonment rate is too high, it could mean that your customers are not able to get through to an agent in a timely manner.
- Net Promoter Score
Net Promoter Score (NPS) is an important metric that companies use to measure customer loyalty. It helps to get a better understanding of how likely customers are to recommend the company’s product or service. NPS is based on a survey score out of 10, where 9-10 is considered advocates, 7-8 is passives, and 0-6 detractors.
- Average Speed of Answer
Average speed of answer (ASA) is the average amount of time it takes for a call center agent to answer an inbound call. If your ASA is too high, it could mean that your customers are waiting too long to speak to an agent, which could affect customer satisfaction.
- Service Level
Service level is the percentage of inbound calls that are answered within a certain amount of time. Service level is important because it can give you an idea of how well your call center is meeting customer expectations. If your service level is too low, it could mean that your customers are not getting their calls answered quickly and efficiently.
- Customer Satisfaction Score
Customer satisfaction score (CSAT) is a measure of how satisfied customers are with their overall experience with a company, product, or service. CSAT is important because it can indicate whether or not customers are happy with the level of service they received from a company. Additionally, CSAT scores can be used to benchmark a company’s performance against its competitors.
- Occupancy Rate
Occupancy rate is the percentage of time that agents are available to take calls divided by the total number of hours worked. If your occupancy rate is too low, it could mean that your agents are not being used efficiently.
Related: How To Increase Call Center Occupancy Rate?
- Cost Per Call
Cost Per Call measures the amount of money that it costs for an agent to handle a single contact. This metric gives insight into how efficiently a call center operates while gauging its effectiveness in resolving customer issues or inquiries.
- Call Volume
It’s essential to understand how many calls your team is taking at any given time, so you can properly plan staff scheduling and ensure the best experiences for customers. Tracking call volume also helps identify when too few resources are devoted to certain operations or processes, allowing managers to quickly adjust staffing needs.
3C Contact Services is a leading customer support and contact center in North America. We specialize in providing customer service solutions over the phone, via email, and through live chat. Contact us today to learn more about how we can help you grow and manage your business.
Also Read: How An Inbound Call Center Can Optimize Your Workflow?