A positive customer experience is important for the loyalty and image of your company.
The personal conversation by call center employees is particularly crucial here. It is therefore important to analyze the degree of customer satisfaction during these conversations and to determine key figures that make an evaluation possible. Only in this way can you quickly identify whether there is room for improvement in order to optimize the efficiency and effectiveness of your service processes.
When managing a contact center (CC), many aspects are particularly important. The friendliness of the CC agents is just as important as an efficient processing time of the inquiries in order to keep waiting times low. Data must be available quickly and can be entered without much effort. It must also be possible to forward data to colleagues in other departments quickly and easily. This leads to a huge flood of data, making it all the more important to measure the right KPIs and monitor them over the long term.
What is a KPI?
A KPI (Key Performance Indicator) is a measurable value that shows how effective a company, department, team or employee is and whether set goals are being met. Depending on what exactly needs to be monitored and what type of call center it is – outbound and/or inbound, sales or customer service – there are a variety of KPIs that are suitable for measuring, controlling and optimizing customer communication. We have summarized the most important ones for you:
Average call duration
This is one of the most important metrics to know how many calls your team can handle in a working day. Compared to the number of calls, this is the quickest way to see if the size of the team is right. It also gives you insight into the efficiency and performance of each agent. Of course, every customer needs attention and time, and not every request is handled equally quickly. But if an employee is particularly out of the ordinary, you can react and intervene in a supportive manner. Supervisor functions such as monitoring or live training provide additional support. Based on your evaluations, you can also define an optimal call duration and set it as a target for the team.
Average waiting time
Average waiting time is an enormously important metric, as it has a direct impact – positive or negative – on the customer experience. This KPI is calculated by dividing the total waiting time of all calls made by the call center by the sum of all calls answered by agents. The metric is also a good indicator of whether your team can handle the current call volume and provide optimal service.
Number of calls answered
This metric helps you identify how many calls were answered overall by your team, as well as by individual agents. This is where particularly hardworking employees can stand out and their accomplishments can be highlighted. Some call center managers place this number above all other metrics. This is only partially advisable if the quality of the calls is also taken into account.
Percentage of abandoned calls
This metric determines on one side the percentage of all calls that were abandoned by the customer before being answered by an agent and on the other side the number of abandonments during a call. This gives you important insights into where and why abandonment occurs along the communication process.
Call volume by time of day
Call centers often experience significant peaks in call volume at certain times of the day. This metric helps you identify how many total calls can be answered in a given time. Based on this, the number of employees can be increased or decreased at a certain time of day. In service call centers with particularly long opening hours, shift changes are often scheduled to coincide with the hours with the highest call volumes in order to have more employees available overlapping.
Sentiment Analysis – Sentiment as a KPI
The mood of callers provides many clues about how well your employees can respond to their needs. You can gain particularly deep insights by comparing the sentiment score at the beginning of the calls with the score at the end of the calls. An analysis in terms of frequently occurring terms and the associated mood of the callers also provides many exciting insights. For example, if conversations about a particular product are remarkably positive or negative, this gives your company many opportunities for product management, development or marketing.
Real-time call center statistics
Real-time statistics help you to immediately identify bottlenecks through monitoring. This allows you to make immediate and effective decisions to resolve any problems or to adjust internal capacities to the current call volume.
Depending on whether your call center focuses on service or sales, there are many more KPIs that you can use for quality assurance and reporting. If you have any further questions, please contact us and we will be happy to help you.