Call cen­ter man­agers use met­rics — a set of mea­sure­ments — to quan­tify per­for­mance and results.

There are two types of call cen­ter met­rics to pay atten­tion two: pro­duc­tiv­ity met­rics and qual­ity met­rics.

• Pro­duc­tiv­ity Metrics

  Pro­duc­tiv­ity met­rics in a call cen­ter mea­sure to how effec­tive your agents are in uti­liz­ing their time and how effi­cient they are in bal­anc­ing the var­i­ous aspects of their jobs.

  To mea­sure pro­duc­tiv­ity, you keep track of met­rics gen­er­ated by the auto­mated call dis­trib­u­tor (ACD), var­i­ous com­puter soft­ware pro­grams, or the phone system.There are a num­ber of call cen­ter met­rics to track. Here are a few of the more com­mon ones:

  • Aver­age Call Duration
  • Call Qual­ity
  • Cus­tomer Ser­vice Sat­is­fac­tion Score (CSAT)
  • Esca­la­tion Rate
  • First Call Resolution
  • Res­o­lu­tion Time (TTR for Time-to-Resolution)

• Qual­ity Metrics

  Qual­ity met­rics in a call cen­ter refer to how well agents accom­plish their tasks, espe­cially their pri­mary func­tion of cus­tomer contact.

  These qual­ity met­rics fall into two categories:

  • Stan­dards

    Stan­dards describe the min­i­mum accept­able level of per­for­mance for all agents. These will vary from call cen­ter to call cen­ter, but will include behav­iors such as giv­ing the appro­pri­ate greet­ing, ver­i­fy­ing the cus­tomer name and address, and giv­ing accu­rate infor­ma­tion. When mea­sur­ing Stan­dards, you  deter­mine whether or not they were met.

  • Objec­tives

    Objec­tives are qual­i­ta­tive; they describe some­thing that will be accom­plished to dif­fer­ent degrees depend­ing on the agent’ skill level and on the unique prop­er­ties of the call, e-mail, or chat ses­sion. Typ­i­cal objec­tives include build­ing rap­port with the cus­tomer, han­dling chal­lenges effec­tively, and using empa­thy as appro­pri­ate. When mea­sur­ing objec­tives, you assess how well they were met.

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Addi­tional Resources

Call Cen­ter Metrics

• The Impor­tance of Call Cen­ter Metrics
• Track­ing Customer-Focused Metrics
• What Are Your Con­tact Cen­ter Met­rics Really Telling You

Aver­age Call Duration

• Cus­tomer Ser­vice by the Num­bers: Aver­age Call Duration
• Is it Fixed Yet? — Man­ag­ing Cus­tomer Expec­ta­tions for Tech­ni­cal Support
• Focus on Employee Engagement

Call Qual­ity

• Aver­age Han­dle Time — Does It Matter?
• Call Cen­ter Coach­ing — How Far Do Respon­si­bil­i­ties Go?

Cus­tomer Ser­vice Sat­is­fac­tion Score (CSAT)

• FCR and Cus­tomer Sat­is­fac­tion: A Match Made in Heaven
• Voice of the Cus­tomer and Net Pro­moter Score: What's the Difference?
• Churn to Reten­tion: How You Can Make the Switch

Esca­la­tion Rate

• Track­ing Customer-Focused Metrics
• How to Use Social Media for Ser­vice and Support
• Cus­tomers Love TeleTracking!

First Call Resolution

• FCR and Cus­tomer Sat­is­fac­tion: A Match Made in Heaven
• The Busi­ness Case for First Call Resolution
• Alti­tude Soft­ware Flies High With First Call Resolution

Res­o­lu­tion Time (TTR for Time-to-Resolution)

• Aver­age Han­dle Time — Does It Matter?
• Proac­tive Cus­tomer Ser­vice and Support
• Motorola Improves Time to Res­o­lu­tion 57%. Hear How.
• The Role of Con­sis­tency in Pro­fes­sional Sup­port – Part 2: Trou­bleshoot­ing Skills

 

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Train­ing Programs

• Cus­tomer Ser­vice Training
• Tele­sales Training
• Upselling and Cross-Selling
• Mak­ing It Hap­pen™ — Train­ing for Coaches
• Diag­nos­tic Troubleshooting
• See all train­ing programs