The International Customer Management Institute (ICMI) has dedicated the month of March to “Metrics that Matter” in the call center, and so far they have identified call center heavy hitters Service Level and Customer Satisfaction as metrics to track. At Inova Solutions, we live and breathe call center metrics, so I thought I’d throw my hat in the ring to discuss some of the most important metrics and what may be the best way to spread that information to your workforce.
Service Level: This is a commonly used but poorly understood metric. It can mean something different to every call center and be calculated in a unique way. Generally speaking, it represents the number of customer inquiries handled in a given amount of time. Be careful not to put too much weight on your service level number, though, because it doesn’t take into account the quality of interactions, customer satisfaction, the successful completion of a transaction, or other vital components to your customer relationships. So let’s mark it down as a piece of the pie, but certainly not the only thing to focus on.
First Call Resolution: A few months ago, I wrote a blog that discussed why First Call Resolution is the key performance indicator to track in contact centers and customer service departments. That still holds true. FCR makes up for some of the shortcomings of Service Level by considering whether the customer’s inquiry was resolved in an efficient manner. Repeat calls cost valuable time and resources from your call center, not to mention testing the limits of customer patience and loyalty. Can your center be both quick and effective? Monitoring FCR can be a good judge of that. However, like Service Level, it can be calculated and measured in many different ways. At Inova, we have a unique approach in building an FCR-type metric that will provide you most of what you need to know. Ask us how.
Abandoned Call Percentage: This old faithful is still worth keeping tracking of, because every customer who hangs up before reaching an agent represents a missed opportunity for revenue. Rather than evaluating abandoned calls historically at the end of the day, week or month, track it in real time as well. You’ll not only discover valuable information about what times of day are peaks and valleys, you can adjust agents’ schedules during critical moments and see abandoned calls go down.
Once you’ve chosen the most important metrics for your company to track, be sure to bring them out of the boardroom and share them with your agents, supervisors and managers so they can be maximally productive. There are lots of options for displaying metrics on contact center wallboards, digital displays, or dashboards or via desktop applications, depending on your budget and needs.
What call center performance metrics make the top of your list, and how do you display them in your center?
Maureen has been a contract technical writer at Inova Solutions since 2011 and is a graduate of James Madison University. Maureen lives in Charlottesville, VA with roots in Baltimore, MD. You can contact her at firstname.lastname@example.org.