Call Center Metrics

Call Center Metrics

Call Center Metrics

Many contact center operations use anywhere from 20-30 metrics to determine how things are going.  While having tons of detail may be useful for a few call centers, looking at more than the top five data points may accomplish little more than give you a headache.

 Even if the operation must keep track of everything under the sun, the most useful metrics are:

• Cost per Call

• Customer Satisfaction 

• First Contact Resolution Rate 

• Agent Utilization 

• Aggregate Call Center Performance

Only after management has a strong grasp of the top 5 metrics,  is it a good idea to go deeper in the analysis of the data.  Since key decisions are made based on specific metrics,  it is always important to understand how the numbers are gathered, driven, and how they relate to other data points.  

Here's a list of the typical metrics used in the industry: 

Cost:  Costs per contact, Cost per minute minute of handle time

Quality:  Call quality, customer satisfaction, % of calls requiring rework.

Productivity:  Contacts per agents per month

Agent:  Occupancy, turnover, absenteeism, training hours, agents as a % of total FTE's, schedule adherence, agent tenure, agent satisfaction.

Service level:  Average speed of answer, call abandonment rate, % of calls answered within 30 seconds, average queue time, average hold time, average time to abandon, percent of calls blocked

Call handling:  Call handle time, talk time, after call work time, first contact resolution rate, IVR completion rate, percent of calls transferred.

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