Developing an understanding of contact center key performance indicators (KPIs) is mandatory to driving the business.
Knowing how to identify KPIs to measure performance as well as how to interpret and act on the data is essential to successfully managing the contact center. Comprehensive reports including real-time and historical reports provides the manager with insights to where additional coaching and training maybe needed, where process can potentially improve, as well as policy and procedures that can be tweaked to operate a well-oiled customer service machine. The successful manager makes real-time business decisions backed by solid data.
Customer Satisfaction and KPI’s
- First Call Resolution – the percentage of calls that the agent resolves without transferring the call, or having to return the call or escalate the call to a manager. Agents who escalate and/or transfer calls a high percentage of the time indicate their inability to answer and resolve the caller’s issues. These agents need further training and coaching. Drill down to identify what kinds of issues the agent is unable to resolve.
- Percentage of Calls Blocked – how many callers get a busy signal and can’t get through to an agent. This is usually due to older technology, like PBXs since they have a certain number of ports, which limits the number of calls that can simultaneously come into the contact center. The busy signal is frustrating to callers and results in lost business.
- Average Time in the Queue – the amount of time the caller must wait before an agent picks up. Today enterprise contact center software has built-in to the platform auto-call back features. Callers can opt for a call back without losing their place in line. If you find average time in the queue increasingly high, consider Auto-Callback. Customers love this feature.
- Service Level – the percentage of calls answered within a specified number of seconds. This is an interesting conversation because most measure service level from the time the call is queued to the time an agent picks up. What about the time it takes for the caller to get into the queue? Does your IVR have an irritating forced message on the front-end slowing down the caller’s ability to get into a queue? Do you think they want hear about your latest commercial? The industry average for contact center service levels is 85/20, 85% of the calls are answered within 20 seconds or 80/30, 80% of the calls are answered within 30 seconds. What can you do to shorten the front-end time?
- Average Abandonment Rate – the percentage of callers who hang up before reaching an agent. Basically these callers are tired of waiting, the Auto-Call Back feature is one solution, adding more agents or providing a self-service IVR solution will reduce a center’s abandonment rate.
- Average Speed of Answer – the average amount of time it takes for the call to be answered by an agent or the Automatic Call Distributor (ACD). This relates to the SLA compared to your industry.
- Average Handle Time – the average amount of time the agent spends talking with callers, this includes hold times. Long calls are always a manager’s concern especially when the agent has lots of “long” calls. Drilling down deeper to find out what the agent is doing and not doing is critical to identifying the real issue. Perhaps have the manager monitor the calls to get a sense of why the agent is talking too long. A long handle time doesn’t necessarily mean the agent is struggling; some are just too chatty.
- Schedule Adherence – this measures the agent’s compliance with the schedule. Are the agents sticking to the assigned schedule? Staffing the contact center is the single biggest expense and every minute counts when it comes to meeting service levels. Schedule adherence is critical for ensuring smooth transitions between shifts. Agents don’t understand the big picture and that being late 10 minutes impacts the entire contact center. Take the time to inform and educate agents on the importance of schedule adherence, continue to measure and manage it utilizing a workforce management tool. The more schedules, shifts, and agents, the more complex it gets to manage. Successful managers reward agents with incentives and tie schedule adherence to bonuses for good scores. Can your agents achieve 95% or better?