The Most Important Call Centre Metrics for Tracking

Zurab Samushia
May 31, 2021

A good call centre is not about bringing sales or promoting the product only, but also about making decisions that impact staff performance. It is crucial to track what your agents are implementing, what decisions are being made, how fast the employees cope with issues, and how well they satisfy your customers’ needs. That’s why to collect all call centre statistics, you should work with key customer metrics.

According to the research, 77% of customers note that valuing their time is the most crucial thing in the performance of the companies, which deliver services and products to them. Before the clients decide to use your product, they estimate the company on how long they are treated by your call centre agents and how well you lead the communication with them. That’s why to find out the performance of your call centre, you should know what does KPI stand for in retail in order to track particular metrics, which are extremely valuable while working with the customers.

Service Level

The percentage of calls answered within a certain number of seconds is referred to as service level. This indicator is usually visible for both agents and managers in real-time on a metrics dashboard. It is needed to track the performance and to let the staff take data-driven actions that will influence their KPI on a suitable level.

Percentage of Calls Blocked

The percentage of blocked calls stands for the call centre KPI responsible for customer’s satisfaction. In other words, it shows a rate of inbound clients that received busy signals during a call. There are two reasons for that.

The first one is the absence of available agents and no proper call queues configuration. As a result, the callers hear a busy signal or even being transferred to voicemail. The second reason is inadequate handling of the call income. Anyway, the higher the percentage of calls blocked, the more opportunities concerning customers call centres miss.

Average Speed of Answer

The average speed of an answer implies the average time taken for answering the calls.The call tracks here include several metrics: a time spent waiting in a queue for a customer and the time during the agent’s phone rings. Nevertheless, it eliminates the time spent on navigating through the Interactive Voice Response (IVR) system. Through this measure, call centre services are evaluated for their efficiency.

Also, another metric that is vital for tracking customer’s experience is called First Response Time (FRT). This KPI assesses the time the client should wait before being connected with the call centre agent. These data are usually checked on a daily or weekly basis and are a mandatory part of evaluating annual trends.

Average Abandonment Rate

In the call centre, call abandonment, or the number of callers who hang up before contacting an agent, is a typical event that negatively influences customer retention. Take into account that it’s crucial to track this metric in order to ensure that it remains below a target limit.

Average Handle Time

Average handle time is the measured amount of time that represents the duration of the call. It is calculated from the time an agent receives a call until the agent disconnects. Besides, this KPI remains one of the most commonly tracked while measuring call centre performance as it appears to be a key factor related to customer satisfaction.

First Call Resolution

These data are one of the most important among customer service KPI’s. It represents the percentage of calls that the call centre agent successfully addresses without transferring it, aggravating it or returning the call. The first call resolution is supremely vital when dealing with the customers as resolving the problem or needs at first contact increases customer’s loyalty and satisfaction, which eventually brings a quality customer retention.

Average Time in Queue

Customers are the last people who want to wait in line, especially while calling. Therefore, make sure that your clients will wait for the agent to answer the call within an acceptable amount of time. The less the customer waits, the better for the call centre KPI as the client’s satisfaction will be on a high level all in all. So, don’t forget to track these metrics in order to improve the performance of the call centre agents and find out how well your team handles the calls.

Occupancy Rate

Occupancy rate is another essential metric to include in your list. It measures the amount of time the agents spend on live calls as well as dealing with the tasks associated with those calls. Try to avoid a common mistake call centre managers make while concentrating on optimizing occupancy rates only. If you provide contact center services, be also aware of the workload the agents have as the employees tend to face stressful situations while trying to achieve a specific KPI target.

back to blog page

let’s cooperate

Ready to talk? Tell us how to reach you.

Contact Information