24. July 2018 Blog

Overview of selected metrics used by successful call centers

Successful call center metrics

Would you like to know how to improve your customer service and meet clients’ expectations? See our overview of metrics used by successful call centers.

When it comes to tracking customer service performance and quality, many businesses rely on customer satisfaction surveys which are usually conducted in the form of a questionnaire. 

Surveys are indeed a strong indicator of customers’ (dis)satisfaction with your services. However, there are also other metrics that call centers can use to measure the quality of services they provide. These metrics will help you better understand the efficiency and effectiveness of your team and the quality of your services. Benchmarking measurable values with other similar call centers is an excellent way to maximize your call center’s potential. 

There are many types of metrics designed to measure the quality of customer service. But there’s no metric that would "rule them all" :), so you should monitor all your metrics to get a clear picture of your team’s strengths and weaknesses. 

In the previous post, we showed you five important and popular metrics and their average values to help you improve your call center performance. In today’s blog post, we will look at metrics related to availability, processes and operation costs.

1) Agent occupancy rate

This metric calculates the amount of time an agent spends talking with a client, including after call work. Once the call ends, the agent may need some additional time to write down important notes if he didn’t manage to do so during the call. The global metric for occupancy rate in a call center is between 60 – 80%.  

2) "Wrap-up Time"

This is the time the agent spends completing after call work. It includes time spent on activities related to the call from the moment it ends until the next call comes in. CloudTalk interface allows you to set a specific time when the agent is not available for the next call. The global metric for wrap-up time is 6 minutes.

3) Accuracy of forecasted volume of incoming calls

This indicator shows the difference between the number of inbound calls forecasted for a particular time period and the number of calls that were actually received. The global metric for accuracy of forecasted number of incoming calls is 5% variance.

Based on these results, you can avoid understaffing to handle as many calls as possible and reduce wait times.

4) Metrics with direct impact on costs 

  • The level of turnover rate expressed as a percentage of annual turnover rate. The global metric for annual turnover rates in a call center is around 15%.
  • The level of absenteeism expressed as a percentage of days lost per year. The global metric for annual agent absenteeism rate is 5%.
  • The level of adherence to schedule measuring a call center’s agent degree of compliance with a daily, weekly or monthly plan. The global metric of accomplished tasks is 95%. 

It is very difficult to know which agents fail to meet average statistical values or which agents have high absenteeism rates without seeing concrete numbers. Your intuition probably tells you which agents are the best ones, however, by analyzing their activity, you will find out what makes them different from others. This information can be used to help agents who fail to fulfill the pre-defined plan.

We hope that this article, as well as the previous one, gave you a valuable overview of call center metrics. Invest some time into checking and comparing your metrics with global metrics to find out whether your values are optimal. Focusing on customers in today’s competitive world is crucial.