Call Center Metrics

Calls Blocked: 

Many callers receive a busy tone when they dial your contact center’s number. This is defined as the Percentage of Calls Blocked. 

This indicates that your agents are losing prospects as well as opportunities to help customers. This can lead to customer frustration because they are unable to get the assistance they want. 

If your call block rate is high, it could be due to the low volume of agents. You can use this metric to determine why agents cannot provide the service and fix it before it upsets more customers.

Time in Queue:

Average Time in Queue is the amount of time a caller is kept waiting in the line. You can calculate it by dividing the total time callers are made to wait in the queue by the total number of calls answered.

Measuring this metric can help you understand why the agents have to put callers on hold. This way, you can aim towards improving the customer experience. The call center can also offer the feature of call back to minimize the time spent in the queue. 

Service Level: 

Service level measures the percentage of calls an agent answers within a set time period. It is one of the best metrics to analyze how fast your agents answer a call. The industry average service level is answering 80% of calls in the first 20 seconds.

These metrics keep in check that the calls move from one to the next smoothly and that most of the calls are efficiently answered. Let your agents know the service level your call center aims for and motivate them to keep it within the range. 

ASA or Average Speed of Answer: 

The average speed of answers, as the name suggests, is a metric that measures the speed of answering calls. It calculates the amount of time an agent takes to answer a call within a time frame. 

In case the ASA rate is high, it can indicate that your agents are not fast enough to answer calls. Figure out what is the reason behind the delay in responding. You should also take a look at the software you are using and advance them to the latest version to smoothen the workflow.

AHT or Average Handle Time:

AHT = Talk time + Hold time + Wrap time / Total number of Calls

AHT is the most essential metric that indicates how your call center is performing. From the moment an agent picks up the call until they are done updating data onto the system is considered when measuring Average Handle Time. 

If an agent’s handle time is too long, it suggests that they are having trouble managing the customer. This may mean they are having trouble resolving queries or updating the system during wrap time. 

If an agent’s handle time is too short, it indicates that the agent is not providing efficient service to the customer. This means that the agent is not offering complete assistance to the caller. It may also mean that they are not doing the after-call work properly. 

You can regularly monitor the calls and use quality assurance software to ensure that the agents are maintaining the target AHT of the Call Center. 

Call Abandonment Rate: 

To provide excellent customer service, your customers need to stay on the phone. When a caller hangs up the call before they are connected to an agent is called a Call Abandonment Rate.

Based on the overall call abandonment of the call center, this metric can give a lot of information about the agent’s performance. You can look for issues that affect your agents, causing a high call abandonment rate. The metrics can also indicate that your telephony system may be out of date. 

Figure out why the rate is high and how it is affecting your customer satisfaction.

Customer Satisfaction: 

Customer satisfaction is the most influential metric. If your customers are satisfied, it can lead to the success of your brand. If they are unsatisfied, it can bring your brand down. 

While all the other metrics tell you the issue from within the call center, Customer Satisfaction gives you a picture of how your customers think you are performing.

It is usually determined by conducting a survey or collecting feedback. Customer satisfaction tells you how your customers feel about their journey with your company. The customer’s view on how your agents can satisfy their needs and what more they expect. 

It is often advised to conduct customer satisfaction surveys regularly to keep the customers involved. This also makes them feel valued by the brand. 

Call Availability:

This metric helps call center management to understand if the agents are available to take the calls and how much time they spend resolving them. In this way, managers can know if the agents are following their schedule or not.

Also, call availability helps the management identify the peak hour of operation. The managers can adjust the staff level and schedule to meet the increase in the volume of calls.