Call Center Metrics

First Call Resolution

Let’s start this list of call center metrics with an essential one. The first call resolution rate is critical 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 which call center representatives are the best at satisfying customers in a single call. The strongest representatives can then become the model for all other representatives to follow, improving service levels across the board.

Service Levels

The second most essential call center metric is service levels. A service level is determined by 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. These metrics inform executives within the call center of how accessible their representatives are and if an increase in staff is necessary. Through proper training and resources, representatives have the highest likelihood of resolving a call quickly and effectively. If representatives are individually attaining their service level quotas but the call center is not, hiring more staff may be the correct solution. 

Representative Satisfaction

To state the obvious, an employee’s attitude throughout the day affects the way they interact with customers. Whether it’s the employee’s feelings about their job, in their personal life, or how traffic was on the way to work, the level 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 considering this metric when attempting to improve customer satisfaction.

Customer Satisfaction

Customer satisfaction is perhaps one of the most important call center metrics. Simply put, 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. While customer satisfaction is measured in several 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. We must embrace the technology we have at our disposal 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.