Call Center Metrics to Track in 2020
A new year is always full of excitement and call center metrics. Through all the excitement and hoopla of the new decade, the call center industry must look past it and get down to business. Identifying certain trends to take advantage of in 2020 is great place to start, and recognizing what metrics to track throughout the year is a great follow-up.
First Call Resolution
Let’s start this list of call center metrics off with an essential one. The first call resolution rate is critical for all call centers, and goes a long way in building trust between the call center and its customers/contacts. First call resolution keeps track of the percentage of calls that are resolved without having to transfer, escalate, or call back. According to an article written by Clint Fontanella for HubSpot, 38% of customers are likely to become agitated if their issue isn’t resolved on their first call with customer service. Ideally, first call resolution rates are measured across all channels (online chat, social media, etc.) to determine who among the call center representatives is best at satisfying customers in a single call.
Another one of the many call center metrics that should be measured in 2020 is service levels. A service level is studied by examining the percentage of incoming calls answered by representatives within a predetermined timeframe. This call center metric is especially important for inbound call centers. Service level ties directly into customer service and its approval rating, telling higher-ups within the call center how accessible their representatives are and if an increase in staff is necessary.
To state the obvious, an employee’s attitude throughout the day affects the way they interact with customers. Whether it’s their feelings about their job, in their personal life, or how traffic was on the way to work, levels of representative satisfaction is labeled as crucial on the list of call center metrics to study. One trend starting to get noticed in the industry is more call center managers have taken this metric into consideration when attempting to improve customer satisfaction.
To pick up where the last paragraph left off, customer satisfaction is perhaps one of the most important call center metrics to study in 2020. To put it lightly, customer satisfaction is the metric that keeps call centers employed. Customer satisfaction scores, or CSAT scores, indicate how well representatives are performing at their main purpose: resolving customer issues. Customer satisfaction can be measured in a number of ways, surveys are the ones most often used. Whether it’s an emailed link or a “remain on the line”-type, these surveys are vital for call center metrics and the backbone for ultimately determining the success of a call center. The importance of call center metrics cannot be overstated. As we continue to embrace the new year, we must also embrace the technology we have at our disposal in order to maintain a better call center. Resolutions, service levels and satisfaction rates – both for employees and customers – are call center metrics that need to be measured constantly for continuous improvement.