Today’s customers expect a simple, quick and quality service. Meeting the expectations of customers in the ever-digitalized world and ensuring operational efficiency are not easy tasks. However, the right mix of contact center metrics and key performance indicators (KPIs) can help you stay the course. Contact centers directly influence customers’ experience with your company that is why they are considered as a major factor of your business.
Using accurate data and metrics at your workplace is highly beneficial. They enable organizations to understand how their day-to-day actions affect the overall operations and set and track goals. The success of a contact center is mainly dependent upon the performance of its agents. As work rate is time-sensitive across the contact centers, it is crucial to managing vital metrics and tools.
In modern contact centers, wallboard is an indispensable tool with an abundance of metrics you can use to optimize work effectiveness in real-time.
A contact center wallboard gives a bird’s eye view to proactively manage customer demands and agent’s performance. Yet, displaying the right metrics on your wallboard is pivotal as they will feed your overall business objectives.
Here are a few key metrics of wallboard you’ll need to evaluate the quality and efficacy of your contact center:
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Average Handling Time:
Customer’s time is precious, and so is yours. Average handle time assesses the efficiency of agents while providing quality customer service. Average Handle Time (AHT) is the average duration of the customer call interaction, i.e from the time the customer initiates the call till it gets over, including call hold and transfer time.
Typically, average handle time shouldn’t be higher rather it must be optimal to help the customers.
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First Call Resolution:
First call resolution is the percentage of incoming calls or requests at contact centers that are resolved during the first interaction with the customer. This easily trackable metric eliminates the need for the customer or IT Support to follow up a second time.
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Average Idle Time (Avg Idle Time):
Average Idle Time is the average time that agents have waited while interacting with the customers. It is the number of seconds agents wait since the last interaction and calculated as the difference between the current time and time of the last agent state change.
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Estimated Wait Time:
This is one of the major factors that transform customers’ perception towards the company. Estimated Wait Time is the duration for a client to wait in a queue before being serviced by an agent.
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Inbound Calls Rejected or Unanswered by Agents for the Day:
Inbound Calls Rejected or Unanswered by Agents for the Day is the number of times the agent state was moved by the system to not the not-ready state. This includes both inbound calls and call-backs dialled and answered by the customer.
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Abandonment Rate:
It displays the number of customers disconnecting their communication while waiting in a queue for an agent to respond. If the percentage is higher, it means the company must reconsider its customer engagement strategy and train the agent to respond efficiently.
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Agent Utilization:
This metric showcases the ratio of time spent on tickets and other internal tasks. This ratio should be higher for an effective team. If this ratio is not up to the mark, it means that agents are burdened with time-consuming tasks or they need to be trained.
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Success Rate:
This parameter tracks the percentage of queries resolved within a pre-decided timeframe for delivering quality service to the customers.
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Number of Tickets in Backlog:
It pertains to customer support requests that have not been resolved in a set timeframe or took more than the desired time. If this number is high, then the operating system needs to be worked upon.
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Outbound Calls Transferred by Agents per Day:
Outbound calls transferred by Agents in a day showcases the number of queries not resolved by a set of agents and they initiated transfers to other agents due to a long queue or any other reason.
By including the above metrics in your well-designed wallboard and presenting the relevant data, the contact center can be more effective and achieve the desired result. Additionally, choosing the right visualization helps your agents understand what they’re looking for.
In a contact center, it is quintessential that the workforce works up to the mark of perfection and resolves the queries without any delays or diminished spirits. It’s imperative to set up an overview of metrics to measure customer satisfaction, the effectiveness of the contact center and its agents. Fortunately, a successful contact center solution can help you identify the gaps, keep track of your team’s productivity and efficiency.
In the fast-paced world, keeping a watch on core metrics is mandatory. There are several call center metrics one can track. Although, it’s necessary to select the right ones for your company. Choosing the accurate call center KPIs, ensure that the organization is not losing the sight of customer expectations.
