Tracking the right Key Performance Indicators (KPIs) is crucial for enhancing efficiency, improving customer service, and ensuring agent productivity. Here are the top five KPIs that every call center manager should monitor.
(Note: this article is focused on inbound call centers)
1. AHT: Average Handle Time
Average Handle Time is the average duration of a single transaction, including hold time, talk time, and the related tasks that follow a call.
Dans le tableau ci-dessous, nous voyons ce qui se passe généralement lorsque quelqu'un appelle une ligne téléphonique du service client et les KPI respectifs.
AHT is a useful metric for assessing the efficiency of call agents as well as overall process effectiveness. Optimizing AHT can help in reducing costs and improving customer experience, but it’s important to balance AHT with quality service to avoid rushed interactions.
Comment puis-je optimiser et réduire l'AHT?
To reduce AHT you should focus on:
- Fast devices and good internet connection:
Cela devrait être une priorité dans chaque centre d'appels - l'infrastructure ne doit pas affecter les performances ou les clients. - Intuitive, unified platform for agents:
If all the information is properly accessible and easily consulted, everything goes smoother and faster. - Solid training:
If agent training is good, the agents’ responses will be quick and convenient. - Up-to-date, user-friendly Support Portal:
Many customer questions can be answered in a FAQ, knowledge base or support portal. Redirecting customers to a webpage with the information they need is time-saving for both parties - Intelligent Routing:
By implementing this feature in a call center, AHT reduces and customer satisfaction increases because there’s no longer need to transfer the call or put it on hold.
2. FCR: First Call resolution
First Call Resolution is perhaps the most critical indicator of customer satisfaction and operational efficiency in a call center. FCR measures the percentage of calls that are resolved without the need for a follow-up.
A high FCR not only boosts customer satisfaction but also reduces operational costs by minimizing the number of repeat calls.
How to Improve FCR:
- Intuitive and advanced call center software:
Agent routing capabilities, artificial intelligence and automation are all very useful to enhance every call flow and assure a higher FCR. - Centralized Information:
Agents must have a handy system that displays transversal services, like billing and technical support, without facing roadblocks. - Identification of customer journeys and call routing:
Les doutes courants et les requêtes des clients doivent être pris en compte pour prédire les prochaines étapes du client. Le routage des appels transmet chaque problème au bon agent.
3. NPS: Net Promoter Score
Net Promoter Score (NPS) measures customer loyalty and the likelihood of customers recommending your service to others.
NPS is determined by asking customers how likely they are to recommend the business on a scale from 0 to 10 and categorizing them into Promoters, Passives, and Detractors.
NPS is a powerful metric that complements CSAT by providing insights into the customer’s overall satisfaction and loyalty.
Comment puis-je améliorer le NPS du centre d'appels?
To improve NPS rate the best thing to do is to listen to the costumers and understand what can be improved.
Don’t forget that Promoters feedback is as valuable as detractors and passives. Mapping the strong and weak points can be a good start to draw a strategy for NPS improvement.
4. NBA: Next Best Action
Next Best Action is an advanced metric that leverages data analytics to suggest the optimal follow-up actions agents should take with a customer. This could include offering specific services, addressing potential issues proactively, or scheduling follow-up calls.
NBA helps personalize customer interactions, enhance satisfaction, and increase the likelihood of upselling and cross-selling.
How to implement and Measure the NBA:
Implementing and measuring NBA in a call center involves a series of strategic steps:
- Data Collection and Integration:
Gather and unify data from multiple sources such as customer interactions, transaction histories, and digital behaviors to create a comprehensive view of each customer.
- Analytical Tools and Models:
Use analytics and machine learning to analyze customer data and define decision rules that dictate the optimal actions based on customer profiles and behaviors.
- Technology Implementation:
Deploy a robust CRM system or an analytics platform that supports real-time data processing and NBA capabilities.
- Operational Execution:
Train agents to use these insights during customer interactions for real-time decision making, ensuring that actions are aligned with customer data insights.
- Performance Measurement:
Establish key KPIs to measure the effectiveness of NBA strategies.
5. Abandon Rate
Abandon Rate tracks the percentage of callers who hang up before reaching an agent. This metric is crucial for understanding customer frustration and potential service issues.
A high abandon rate often indicates inadequate staffing or ineffective call routing, impacting customer satisfaction and retention negatively.
How to reduce Abandon rates:
Reducing the abandon rate in a call center is crucial for improving customer satisfaction and operational efficiency. Here are targeted strategies to effectively lower this rate:
- Optimize Staffing Levels:
Ensure adequate staffing during peak hours using WFO to predict high traffic periods and schedule accordingly.
- Enhance Interactive Voice Response (IVR) System:
Streamline the IVR process to make it more user-friendly.
- Implement Callback Technology:
Offer callers the option to receive a callback instead of waiting in a queue.
- Monitor and Adjust Call Routing:
Use data analytics to regularly review and optimize call routing rules.
- Train Agents Efficiently:
Improve agent training on handling calls more efficiently to reduce call durations and manage queues better.
- Expand Self-Service Options:
Enhance self-service capabilities through your website, mobile app, or voice responses to resolve common issues without needing to speak with an agent.
By closely monitoring these KPIs, call centers can refine their customer interaction strategies, improve service delivery, and better meet the needs of their clients. Regular assessment and adjustment based on these metrics facilitate a proactive approach to call center management, ultimately enhancing both customer loyalty and operational productivity.
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