Learn about the call center metrics

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The typical call center metrics can help to define the success rate of a call center. The call center metrics prove to be those parameters that will help the customer service center to decide whether their processes have been thriving or not. Therefore, for monitoring the progress and the managerial goal-setting, it will be significant to learn about the given metrics.

About the standard metrics

Metrics refer to certain parameters that all employees working at a customer service center should hit so as to achieve the desired success. In the following lines, the usual call center metrics are thoroughly explained. These include

Service level:

The service level is one of the most significant metrics as followed in a call center. In response to the customer service, the service level happens to be an important factor in all respects. All customers look for fast services and it is the responsibility of the customer service center to attend more number of calls reducing the number of customer in queue to get all calls answered.

Contact Quality:

Contact quality is another important metrics followed in a customer care unit. This is all about how well you can treat your customers. This particular metrics is calculated on the basis of many other key metrics like the use of first contact resolution, appropriate greeting, capturing the needed information regarding your customers and also the exactness in the data entry.

First Call Resolution (FCR)

The first call resolution happens to be the most significant of the call centre metrics. On the whole, the first call resolution states that if customers include a problem using the service or the product of a company then the crisis will be resolved in the very first call.

People working in the customer service center should be able to identify the major problems and fix them so that the customers do not have to call back again. If the customers get the problem resolved in the very first instance, it will be obvious that customers will remain satisfied. This is how FCR or the first call resolution is supposed to be one of the significant call centre metrics.

Forecasting Accuracy:

This is another crucial call centre metrics if considered from the viewpoint of the given management. It is the management, which forecasts the total amount of the expected calls that comes into the contact center, leading to over-staffing. Hence, it is important that forecasting for the call needs should be carried out accurately in order to ensure the optimal levels of service.

Adherence to the schedule:

This is another metric that relates to the total amount of the time, which the call centre employees spend on attending calls and carrying out the work after call. It basically suggests the total percentage of time within the given work hours that the employees are logged in to attend calls or to make calls.

The above are the basic call centre metrics. These are few parameters that are basically used by the management to assess the success story of the employees.

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