With so many ways to evaluate the performance of a call center representative, it can be hard to know what metrics matter most for tracking improvements over time. You have your scheduling metrics such as overall time on task, average second to answer or number of calls handled, but what are the metrics that truly reflect your employees’ performance and show the experience your customers are getting?
While the majority of call center representative’s data points are valuable in their own way, they don’t necessarily indicate the quality of customer experience delivered on the other end of the phone.
Formally evaluating the quality of a representative’s full phone call is certainly important to do on a bi-yearly or quarterly basis, but what are the metrics that can elevate basic weekly call center reporting to an actionable, insight-filled guide to help representatives do a better job?
Tracking What Matters Most
The following metrics will be the key to discovering what can help your representatives improve their performance and tell you the true service level that your customers are getting.
1) First Call Resolution
First call resolution (FCR) is a top metric according to industry standards. FCR puts you in the shoes of a customer. Did they get all the information they needed? Were they satisfied with the representative(s) they talked to?
Quality first calls lead to an increase in revenue, and research shows that if a customer’s problem is resolved on the first call, only 3% of those customers are at risk of going to your competitors, whereas 38% of customers are at risk of moving on to another provider if their issue isn’t.
Since repeat calls can often be about different issues, it is important that you track the details on what type of issue was discussed. Building out this additional data collection in your call center reporting also helps representatives identify which issues are repeat challenges across the board.
In reporting on this metric, you can get insights into what types of concerns are left unresolved and how to build better communication and training for those solutions for the other parts of your business.
2) Average Handle Time
Tracking average handle time is an indicator of call efficiency. This data point usually takes into account talk time, on-hold time, as well as wrap up time - it encompasses the entire lifecycle of the call.
No one wants to be kept waiting, so establishing goals related to this metric can encourage agents to work more efficiently. Some managers don’t believe in this metric because they say it pushes agents to rush off the phone before resolving the issue, so it is important to analyze this metric along with customer satisfaction on a per issue basis.
Tracking average handle time for individual matters give managers the full picture of what representatives are doing well and where they may need to improve.
3) Service Level
Service level is typically displayed in real-time to representatives and their managers so that conversations with customers adhere to the time range agreed upon initially.
However, this metric can also be incredibly helpful from a historical perspective, so that agents can get a sense of improvements over time and how they are individually contributing to customer satisfaction.
SLAs regarding customer wait time are often in client agreements, so it is incredibly important your representatives are aware of the standards set forth and how they are performing against them.
4) Customer Satisfaction
Although Customer Satisfaction is more subjective, it is still a great evaluation of a representative’s growth over time and gives them insight into how to deal with different customer personalities.
One way to collect this data is through post-call surveys - via IVR or follow-up emails - but it is important to ask consistent questions to get a baseline for tracking outcomes.
Making Valuable Metrics Actionable
As we all know, call center metrics are only valuable if you can put them in the hands of your call center representatives in the form of actionable feedback and in a timely manner. With call centers often employing hundreds of representatives, it can be nearly impossible to provide this type of feedback without the help of technology.
Join other innovative businesses leveraging our advanced natural language platform, Quill, and start generating personalized call center coaching reports at scale based on the metrics that matter most to your organization.