KPIs (Key Performance Indicators) can help call centers measure their success metrics. Constant monitoring of the right KPIs can help in making the right moves in the right direction to grab the targeted success. Here, monitoring the right KPIs and working on its value improvement is necessary. To help you target the right KPIs, I will share a list of major KPIs that a call center must measure in 2021 and 2022 as well.
- Customer Satisfaction score (CSAT)
Even though you are having an inbound contact center or an outbound call center, it is necessary to focus on customer satisfaction (CSAT). Using a call center solution, you can run customer surveys. The IVR feature of a call center solution can be used to run a survey after the call. This is necessary to track CSAT. Some reports available in a call center solution can also help in monitoring CSAT.
- Net Promoter Score (NPS)
This KPI monitors the likelihood of getting promoted aka recommended by your existing customers. Obviously, if your services are good and your customers feel valued, then only they will promote your services or products to their network. This KPI directly reflects an increase in referral business. Therefore, it is necessary to measure this success metric in your call center in 2021 and 2022 as well.
- First Contact Resolution (FCR)
Earlier FCR used to refer to the first call resolution as the call center solutions used to support only one communication channel, which is calling. However, with the invention of an omnichannel contact center solution, the customers can contact a support center or prospects can contact a business via unified communication channels. That is why FCR is now the First Contact Resolution. It refers to better customer experience and higher CSAT. Therefore, it is necessary to measure this KPI.
- Agent utilization score
You can find the value of this KPI by using the following formula:
Agent utilization time = (Total working hours of agent / Total talk time) * 100
This KPI is perfect to measure the productivity of agents. The agents need to work on different administrative tasks along with handling calls. Moreover, they take short and long breaks during the working hours. It is necessary to make sure that agents spend more time handling calls than handling the administrative work. By monitoring agent utilization scores, you can measure and try to improve overall agent productivity.
- Average speed of answer
This KPI is related to both customer experience and agent productivity. This KPI shows the time that the agent spends before greeting a customer while the call is already attended to by the customer. It means the customer has attended a call and is waiting for the agent to respond. This will be a time of awkward silence and can reduce agent satisfaction. The high value of the average speed of answer can also create a bad customer experience.
Conclusion
These are the top four KPIs that call centers must measure in 2021 to keep track of agent productivity and customer satisfaction. A call center solution can make it easy to monitor these KPIs. The right contact center software can even help in improving the value of multiple KPIs.
Author Bio
Author works in a company that offers the cloud call center solution, IP PBX software, and other solutions to Canadian companies. The company also offers services like VICIDial customization, call center CRM integration, call center WhatsApp integration, call center social media integration, etc.
