The Basics of Call Metrics In Your Workplace
By using call metrics, you will have a more accurate way to monitor and improve your call center teams’ performance in the workplace. If you are a company that uses remote teams or large employee numbers, you understand that your time is already stretched. It is almost impossible to sit-in on all your employee’s calls or monitor all their individual progress. Training programs are a great source of enhancement and learning, but managers of large companies might have to take the few extra steps needed to make their customer service really stand out.
If you are a manager that handles many employees and is looking to improve company success, call metrics are the key. If you are not familiar, call metrics is something that provides a list of all the employee and company data that will set you up for success in the future. The data obtained from call metrics will improve your employee’s workplace performance and your company’s overall achievements as well.
All You Should Know About Call Metrics
When it comes to analyzing call data within a call center, call metrics and KPIs are important for managers to familiarize yourself with. If you understand both of these terms, then your call center will most likely reap the results.
Plain and simple, call metrics will track the status of your calls, whereas KPIs reflect the measurable values that track the overall performance of your company to its business goals. KPI stands for key performance indicators and will tell you if how close or far away your business is from hitting its targets.
Most call centers, and many large businesses, take analytics very seriously because of all the information they offer. When a business takes the time to learn which metrics to follow, and how to use KPIs to set business goals, much will be attained internally and externally. By using the right software solutions, call centers can track the metrics in real-time, gaining the highest amount of insight and data for each call.
Using advanced call metrics and KPI’s for specific areas of improvement throughout the call center will help the overall business because obtaining the right data is extremely useful. This data will give detailed reports on each employee’s performance and can monitor the work that they put in when handling calls. By using this data managers can tailor employee feedback and work with each to make progress towards pre-established goals.
The Types Of Metrics You Should Be Tracking
When it comes to the needs of the callers, a well-performing and professional call center is essential. By tracking specific KPI’s and call metrics, success will be just around the corner.
- The Average Call Length- By tracking this metric, you will understand how long most of your agents are speaking to clients. In order to get the most use out of this metric, you should use it to establish the perfect length of a call in order to deliver quality service and result in customer issues without dragging out the call, and wasting time on both ends.
- The Number of Calls Answered By Each Employee- This metric can identify which agents are doing the most while on the floor, and also who is answering the least calls. By knowing the average number of calls that each agent answers, managers can schedule and provide breaks more suitable for all employees.
- The Average Speed Each Employee Answers A Call- The industry standard for call center agents to answer calls is within 20 seconds, and studies show that around 80% of employees will uphold it. For most call centers, agents attempt to answer 90% of these calls within at least 15 seconds.
- The Average Wait Times for Calls- A study done in 2020 stated that 89% of customers will hang up the phone if they are asked to wait more than 5 minutes. Due to the impatience of customers, they will either call again, complain to management, or use another call center to get their questions answered.
- The Number Of Missed Calls- For every missed call there is a missed opportunity for problem resolving and customer service. If you are a manager and are seeing that your agents are missing too many calls resulting from any reason, then measures need to be taken to try and diminish these numbers.
- The Average Amount of Time Taken to Return a Missed Call- If your agents miss a call, they can sometimes call that customer back. If agents call these customers back quickly, then the callback times may relieve some of the frustrations. By eliminating these issues in your call center, customer loyalty will also increase, because those customers won’t feel ignored by missed calls.
- Conversion Rates- By using this metric, you will be able to see how many calls it takes in total to make a sale to a customer. Additionally, managers can use this to make onboarding training more specific and fit to increase the number of sales made. If there are agents that are struggling to make calls, managers can formulate a plan using these statics, which could boost that specific employee’s sales in the long run.
- First-Call Resolution- This type of metric gives you the information needed about the services that are being provided. A low percentage will show that customers are not getting help on the first call, so make sure that agents are using call routing or an IVR for each customer’s specific needs will be extremely helpful.
- The Frequency Of Customer Calls- If this data shows that customers are repeatedly calling because their problems are recurring or not being answered the first time, there needs to be some improvement. Managers can use this information to better inform employees on how to assist specific needs that customers may have when calling.
Why Call Center Agents Performance Metrics Are Important
Metrics that are reliable and solid in improving each call center and each employee will be sure to bring about long term success. By using the right data that each metric and KPI proves, you will learn what each agent is doing, how much time it takes them to do it, and whether their performance is positive in the eyes of the customers who call.
If you are interested in learning about tracking metrics and KPI’s a cloud-based phone system can do the trick. A manual process can be a problem, so using an easy system will give managers a one-stop-shop for all the information you are looking for when it comes to improving your business. This metric system can take seconds to obtain any report desired, making it easy to monitor your employee’s strengths and weaknesses. Call metrics give you concrete data that can be shared with each employee, helping to focus their goals on company improvement.
Call Center Performance Optimization
According to a recent study, around 65% of customers still look forward to phone contact with businesses. This could be due to the fact that some customers need that human interaction or are searching for a quick and friendly fix to their issues. By optimizing your call center’s customer service, agents can prove to customers that this way of seeking help is still succeeding and that they are making the right choice by calling your center.
Here are some tips that you can use to optimize your call center through metrics:
- Try to use call recording to identify trouble areas when it comes to the length of calls
- Speak to all agents about the goals and expectations for the workplace
- Train agents by using call monitoring
- Asking customers to take automated surveys to find out the areas that need improvements
- Offering a quick-dial option on agents phones in order to increase the outbound call numbers
- Cut down on the number of recalls by using call routing or IVR
- Take the metrics calculated to improve individual agent performance and overall call center performance
The Pros and Cons of Using Advanced Call Metrics
When it comes to professionals that deal directly with people who are looking for help, they are usually eager to tell you what is going wrong. By asking customers to complete automated surveys, you will find out exactly what you need to know about your call centers performance.
Below, the pros and cons of using call metrics will be listed, so that you will know what to realistically expect.
- Using call metrics will collect data easier and faster than if you were to do it manually
- They can help you identify what is lacking in terms of customer service
- You will be allowed to see the number of loyal customers
- Identifies weaknesses in the communication channels that are provided
- Helps to target which areas of employee training to improve on
- Increased sales revenue due to an increase in customer service
- Sometimes the collected data doesn’t reflect the proper context
- Some automated surveys may not be able to tell the customers demographics
- Many surveys received are only complaints and not beneficial for the improvement of employees or the overall call center
The bottom line is that, when you invest in a program system such as call metrics, you will be investing in your call centers future. By viewing the bigger picture of your company, you can obtain the data needed to make improvements fast and effectively.