It's tough to manage a call center! While upholding the highest levels of customer service, you must manage hundreds or even thousands of calls. You must look for and evaluate the most pertinent outbound call center metrics to ascertain whether you're succeeding in this.
The Most Important Call Center Outbound Performance Metrics It can be challenging to select the ideal KPIs for your call center. In order to assist you to understand which call center metrics are most crucial for you and your company, we have produced a list of their definitions.
1. Response Success Ratio (ASR) The ratio of connected calls to attempted calls is known as the answer success rate (sometimes known as the answer seizure rate). The ASR of a "good" call center is between 40 and 50 percent, and if it is more than 60 percent, the services are above average.
2. Typical Handle Time (AHT) You should monitor your agents' average handling times to gain a better understanding of their productivity. AHT essentially measures how long it takes an agent to finish a call or a "session." Generally speaking, a shorter AHT shows that your agent can effectively communicate.
3. Ratio of occupancy The occupancy rate measures how much of an agent's time is spent on calls as opposed to idle time. This statistic determines an agent's productivity and pace of work; when the occupancy rate is low, so is the productivity.
4. Agent calls per day The Calls per Agent KPI measures how well the agents can handle the typical volume of calls received and aids in determining how frequently your agents are on task.
5. Call quality and manners Agent customer service skills are measured using the call quality and call etiquette criteria. Although there are no industry standards for measuring call quality, there are several best