The contact center's indicators often cause concern and controversy. Call center meters have some myths and air issues around them. Of course, they discuss many issues in any industry activity.
Some of the most critical and important call center indicators are service level, C-sat, FCR, forecast accuracy, compliance schedule, contact quality, E-sat and agent turnover rate, but here we discuss three The most important and traditional call center metrics are considered critical to determining the quality and performance of call center agents and call centers.
1) Average answer speed
It is also known as ASA. This term refers to tracking the caller's time spent waiting on the phone to reach the LIVE agent, or, we should say, being forced to wait online to get an answer query from the human he can interact with and solve him. However, it has not been able to make the "A&C39; call center indicator list. The service level is better than this indicator.
What makes the ASA rank on the service level is "X percentage in Y seconds", which means ASA It is not possible to accurately report the calling party's experience of trying or waiting to contact the agent. For example, when we say that the ASA time is 40 seconds, it does not mean 40 seconds. The ASA time may be more or less than 40 seconds. Therefore, looking for an accurate With the measurement and performance indicators to understand the real-time waiting time, we recommend keeping the service level as the primary and most important.
Key performance indicators otherwise just stick to and rely on the ASA to conceive many angry customers who have to wait for a long time.
2) Abandonment Rate
This is an auxiliary function indicator that indicates the percentage of calls that hang up before the call reaches the agent. The abandonment rate can be determined by the ACD or the Automatic Call Distributor report.
The formula used to calculate the abandonment rate is:
Total number of abandoned calls ((total number of abandoned calls + total number of answered calls) [19659002] This is an important indicator. Call center outsourcing service providers should regularly track it, but once again it is not completely reliable. Due to lack of staff, lack of management skills or coordination, etc., the abandonment rate may be high, but there are When, the reason may be beyond the power of call center management
There are many factors that depend on suspicious resignation rates. For example, you may never know why a customer hangs up because he has to wait too long just because of a lack of contact center. Smooth Operational Skills
There is one more thing you may want to consider, usually with a 1.5% abandonment rate rated as one day within the organization, but if on the second day, there are some public relations emotion activities that last for a specific time of day, probably There will be fewer customers hanging out because they expect to receive some rewards or freebies to replace this wait but still exist, but nonetheless will not exacerbate the level of the service company, and customers are satisfied with their service.
3) Average Processing Time
Average Processing Time (AHT) Having ruled and surpassed the list of indicators, BPO's only concern at the time was to save costs and reduce costs, but now that call centers have evolved and customer service has evolved to a new level, AHT has fallen behind.Call centers can now not only reduce and save costs You can also track quantity while maintaining quality, and focus on customer satisfaction and rapid solutions.
An organization should not be satisfied with AHT alone, as it is still the most reliable tool for assessing agent productivity. Companies need to know how many calls the agent handles, and whether they can do better in training or make technical adjustments to make the numbers better. Similarly, contact centers should not "strictly" work with AHT objects anyway. There are many factors that affect the processing time, such as the complexity of the call, the mood of the caller, and other physical or psychological reasons. Otherwise, if there is a strict AHT target, the agent will choose problems that may degrade call quality, such as rushing over the phone, intentionally Make mistakes.
So, in order to overcome this problem and ensure the importance of work quality, managers set an acceptable AHT range and only pay attention if an agent keeps lagging behind them. This may be due to the lack of some The problem staff's work compliance and the agent lack skills or knowledge.
In modern call centers, AHT is seen as a manager "as their responsibility to maintain BPO's forecasting and scheduling processes. Managers also ensure that agents receive thorough training and receive guidance before they process calls.
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Orignal From: The three most critical call center indicators: Why do they get F
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