{"id":1218,"date":"2023-06-15T21:30:27","date_gmt":"2023-06-15T21:30:27","guid":{"rendered":"https:\/\/www.confiebpo.com\/knowledge-center\/?p=1218"},"modified":"2024-09-13T18:53:26","modified_gmt":"2024-09-13T18:53:26","slug":"most-important-call-center-metrics","status":"publish","type":"post","link":"https:\/\/www.confiebpo.com\/knowledge-center\/bpo-call-center\/most-important-call-center-metrics\/","title":{"rendered":"The Most Important Call Center Metrics: Measuring a Culture of Operational Excellence"},"content":{"rendered":"\n
Your BPO call center acts as the interface between your customers and your company. <\/p>\n\n\n\n
All successful call center operations<\/a> base their performance on the careful tracking of key performance indicators (KPIs).<\/p>\n\n\n\n While a razor focus on call center KPIs may show that your Business Process Outsourcing (BPO) company is paying close attention to performance, it’s also very important for to make sure there are decision makers in the call center environment to better understand conditions \u201con the ground.\u201d<\/p>\n\n\n\n In this guide, you’ll learn about industry-standard metrics and how to monitor your call center partner\u2019s performance to improve your business\u2019s overall customer experience.<\/p>\n\n\n\n Note: All good call centers use these metrics to generate reports and results for their partner companies.<\/p>\n\n\n\n To calculate FCR, you simply find the percentage of customer inquiries that were resolved in the first interaction with your contact center. <\/p>\n\n\n\n A high FCR may indicate high customer satisfaction and efficient problem resolution.<\/p>\n\n\n\n Your BPO partner is constantly working to improve its FCR. Done right, it saves your partner\u2019s operational expenses and resources expended on each individual customer interaction \u2013 savings that can be passed on to you.<\/p>\n\n\n\n AHT represents the average time an agent spends on each interaction, inclusive of post-interaction tasks. <\/p>\n\n\n\n While reduced AHT is preferable for operational efficiency, your BPO call center\u2019s management team will also ensure that other contact metrics are not compromised because of improving this value.<\/p>\n\n\n\n When considering the AHT value you receive in a status report, you should also consider weighing this number against other call center performance metrics, such as FCR. <\/p>\n\n\n\n A low FCR and low AHT can indicate rushing through inquiries without providing an adequate resolution.<\/p>\n\n\n\n Your BPO company will take the following steps to improve AHT:<\/p>\n\n\n\n The percentage of customers who disconnect before reaching an agent is known as the call desertion rate (CDR). <\/p>\n\n\n\n A high CDR can indicate that your customers are dissatisfied with the wait time before they reach an agent.<\/p>\n\n\n\n To improve CDR, the following operational improvements may be implemented:<\/p>\n\n\n\n One of the most important call center KPIs is the customer satisfaction index. Most BPO call centers collect CSAT scores via post-interaction surveys.<\/p>\n\n\n\n These scores use a scaling system (1-10) to ascertain customer satisfaction. <\/p>\n\n\n\n While a single value is not a perfect measure of satisfaction since it does not capture the nuances of the situation, CSAT remains an indispensable tool.<\/p>\n\n\n\n Be sure to weigh the CSAT report you receive against other implied measures of satisfaction, such as AHT and FCR. CSAT is useful in providing the customer\u2019s perception of their satisfaction, but it cannot tell the whole story by itself.<\/p>\n\n\n\n <\/p>\n\n\n\n <\/p>\n\n\n\n This KPI helps you determine the percentage of calls addressed within a given number of seconds. <\/p>\n\n\n\n A frequently employed service level benchmark is the 80\/20 guideline, which indicates that 80% of calls should be handled within 20 seconds.<\/p>\n\n\n\n Improving service level involves ensuring adequate staffing during peak periods. <\/p>\n\n\n\n However, the ideal service level will depend on how your business operates, and you should weigh this value against other measures of success, such as CSAT.<\/p>\n\n\n\n This metric offers an important insight into how your BPO call center is utilizing agent resources. <\/p>\n\n\n\n To calculate it, your call center managers take the amount of time that agents are actively engaged with customers divided by the total available time in their shifts.<\/p>\n\n\n\n While a high occupancy ratio may seem desirable from an expense standpoint, it can also indicate that you have hired too few agents. <\/p>\n\n\n\n When your BPO partner sees this metric, they may advise you to increase your staffing allowance.<\/p>\n\n\n\n CES differs from other measures of customer satisfaction in a number of ways, including its use of an \u201ceffort\u201d measurement. A lower CES suggests a more seamless customer experience, which should lead to higher retention<\/a> rates.<\/p>\n\n\n\n The main differences between CSAT and CES are:<\/p>\n\n\n\n CES, in short, helps your BPO call center identify major customer pain points and introduce technologies to address them.<\/p>\n\n\n\n Outsourcing a call center brings numerous benefits, including cost savings, access to specialized expertise, scalability, improved focus on core business functions, and enhanced customer experiences. <\/p>\n\n\n\n Measuring the performance of your outsourced partner not only ensures the benefits extend to your company’s bottom line but also helps to safeguard and elevate client satisfaction by maintaining high service standards and customized experiences.<\/p>\n\n\n\n Choosing a business process outsourcing (BPO) partner with strategic inbound and outbound solutions and a focus on KPIs can be a game-changer for businesses. <\/p>\n\n\n\n Take advantage of the comprehensive call center services offered by Confie BPO today to unlock the benefits that minimize costs and maximize revenue. To learn more, contact Confie BPO at 800-684-2276<\/a>, online<\/a>, or by email at contact@confieBPO.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" Your BPO call center acts as the interface between your customers and your company. All successful call center operations base their performance on the careful tracking of key performance indicators (KPIs). While a razor focus on call center KPIs may show that your Business Process Outsourcing (BPO) company is paying close attention to performance, it’s […]<\/p>\n","protected":false},"author":8,"featured_media":1219,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[7],"tags":[],"class_list":["post-1218","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bpo-call-center"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/posts\/1218","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/comments?post=1218"}],"version-history":[{"count":10,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/posts\/1218\/revisions"}],"predecessor-version":[{"id":1231,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/posts\/1218\/revisions\/1231"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/media\/1219"}],"wp:attachment":[{"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/media?parent=1218"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/categories?post=1218"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.confiebpo.com\/knowledge-center\/wp-json\/wp\/v2\/tags?post=1218"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}First Contact Resolution (FCR)<\/strong><\/h2>\n\n\n\n
Improving FCR may consist of the following steps:<\/h3>\n\n\n\n
Average Handling Time (AHT)<\/strong><\/h2>\n\n\n\n
Call Desertion Rate (CDR)<\/strong><\/h2>\n\n\n\n
Customer Satisfaction Index (CSAT)<\/strong><\/h2>\n\n\n\n
<\/figure><\/div>\n\n\n\n
Service Level<\/strong><\/h2>\n\n\n\n
Occupancy Ratio<\/strong><\/h2>\n\n\n\n
Customer Effort Score (CES)<\/strong><\/h2>\n\n\n\n
Keep an Eye on the Metrics When Outsourcing Your Call Center<\/strong><\/h2>\n\n\n\n