Key Performance Indicators (KPIs) in Call Center

Key Performance Indicators (KPIs) in Call Center

Key performance indicators are a tool that enables planning and prioritizing actions taken in a call center, quick reaction to possible deviations and support in achieving both business and operational goals in the company. Key Performance Indicators in call centers can be categorized as follows:

1. Speed ​​and availability of service

2. Quality and customer satisfaction

3. Efficiency and efficiency

4. Financial parameters

When deciding on specific performance indicators, it is worth answering the question what knowledge is needed and how it can be used to strengthen the processes of the customer service department. Consumers expect an immediate response to their needs and easier contact with the contact center, which is why it is important to focus on interactions with the consumer. Thanks to this, appropriate indicators will measure the quality and efficiency of service.

Strategic KPI in a call center

SL  defines a service level that is difficult to assess. There are several formulas for measuring it; the most common is TSF (Telephone Service Factor). It is the percentage of calls answered within the set time. Often a result of 80/20 is expected, i.e. 80% of calls will be answered within 20 seconds of the call center being called.

AHT  is Average Handle Time. It is checked by counting the time of all the consultant’s calls and dividing the number by the number of those calls. It is an excellent KPI that checks the performance of a call center – whether employees are able to quickly and easily resolve customer problems.

Quality , i.e. the quality of the consultant’s work, is the internal assessment of the employee by Quality Checker. It is created by checking conversations after listening to them. Identifying critical problems allows for quick training of consultants and noticing outstanding employees.

C-SAT  (Customer Satisfaction) checks the quality of service, but by asking the other side of communication – the customer – about it. Satisfaction with the services or products offered by the company and with contact with a consultant are measured. Extensive consumer survey systems allow for the assessment of customer satisfaction with the service in a specific channel or in relation to a specific consultant. The survey can be carried out immediately after the conversation with the staff is completed in the form of a Voice-SMS or Text-SMS survey, online or by phone.

D-SAT  is the inverse of C-SAT – it measures customer dissatisfaction. It happens that measuring it is more efficient than checking satisfaction, because it allows to identify the most common difficulties. And this leads to the implementation of new solutions aimed at improving customer service.

NPS , or Net Promoter Score, is an indicator of consumer loyalty. Thanks to NPS, you can test the likelihood of recommending our company to friends or family. The respondents are divided into a group of critics (response scale 0-6), passive (7-8) and promoters (9-10) who have achieved the highest level of service satisfaction and will definitely recommend our company.

FCR  (First Call Resolution) is a key indicator that determines the actual ability of consultants to provide reliable service. The idea behind FCR is to solve the customer’s problem during the first contact with the call center, without the need to support another department in the company or re-contact the contact center. The FCR result is most influenced by the proper preparation of the consultant for work, his competences and access to information, while customer satisfaction is usually measured by automatic questionnaires immediately after an interview with an employee of the service department.

TFA , i.e. Traffic Forecast Accuracy, checks the accuracy of our assumptions regarding the number of calls in a given period, and more precisely measures how many percent the average forecast differs from the actual results of the call center.

The cost of customer service , which can be counted per transaction, per working hour or per FTE – i.e. Full Time Equivalent. It means the equivalent number of hours of work of a full-time employee. In the context of the same metrics, you can also check  revenue  (per transaction, hour or FTE).

Monitoring call center performance with the use of key performance indicators is designed to increase its value, which contributes to a gradual increase in consumer satisfaction and loyalty, and, consequently, to increase the company’s revenues. Before the final selection of Key Performance Indicators, you should precisely define the goals that the call center intends to achieve. This will allow you to achieve results and distinguish yourself from the competition in the industry.