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How To Measure Your Call Center Service Performance Levels by Andy Gross
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How To Measure Your Call Center Service Performance Levels |
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Communication
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Consumers prefer to do business with companies who offer convenient contact options. One of the most convenient ways for the modern day consumer to contact your company while still actually talking to a live representative is to have a call center that was open 24 hours a day, 7 days a week. Having a call center can improve your customer satisfaction ratings and your customer retention statistics, but if you do not take time to measure call center service performance levels, all of your efforts to offer a convenient contact method can damage your company's reputation.
Monitoring calls and statistics is the only way to see how employees are interacting with your customers and how customer inquiries are being handled. If you have never invested time or money into measuring the performance of your call center service representatives, here are three different service metrics you should focus on to see if you are hitting the service mark:
Monitor Three Metrics to Help You Identify Whether or Not Your Customers Are Receiving the Service They Deserve
Your customers should be able to receive the same level of service that they would receive in the office on the phone. Your callers are your customers or your prospects, and you should never put these clients in a position where they must sit on hold forever or call back just to get in contact with the right associate. If you review a list of call center metrics, you might find dozens and dozens of different statistics you can gather. While every statistic is important in its own way, there are three metrics that tell you a lot about the service you are providing on the phone. As a manager, you should be looking at first call resolution, cost per call and abandon rates at a minimum to measure performance.
* First Call Resolution
You have probably experienced what it is like to speak with a customer service representative at a call center who is not properly trained. There is nothing more frustrating than being a customer who must call back time and time again to get answers to basic questions.
First Call Resolution is an important metric that will determine how many issues were resolved on the first call. When it takes several calls for a customer's issue to be resolved, this means that more time is being spent than necessary on a single issue. The higher your FCR rate, the more efficient the call center is running. To measure your FCR performance levels, take the number of calls resolved on the first call and divide this by the number of calls taken in a specified period of time.
* Abandon Rates
Letting your customers sit on hold for minutes at a time is a good way to encourage them to do business with your competitors. When your call center receives an inbound call, the call should get a live answer in a reasonable amount of time. If inbound calls sit on hold, this means that something is wrong with your operation and that you may need to hire more agents or train your agents to resolve issues faster. Abandon rates are extremely low when the caller gets a live answer within seconds of calling. As the wait times get longer, abandon rates increase. If your abandon rates are high, not only is efficiency compromised, your customer satisfaction rates are as well.
* Cost Per Call
When you hire an outsourced call service to answer inbound calls, you need to be using the Cost Per Call metric to see how much each call is costing you out-of-pocket. Reputable companies will offer you metrics to show you how much you are paying hourly so that you can see how much outsourcing is costing you versus how much you would potentially pay to run your own call center.
There are plenty of performance metrics that you can use to determine what needs to be improved upon at your call center. Look at the indicators, analyze them as a whole and be a smart business owner.
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call center service, live answer,
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