Three Call Center KPIs You Should Be Tracking

The call center space is constantly changing and evolving. In a sphere that is comprised of so many people and levels, it can at times feel overwhelming to measure the metrics of success that make up good or bad work in a call center. Luckily, the metrics and key performance indicators (KPIs) of call center work are ways that we can gauge and measure success. Not only do these metrics give management a way to understand the goals and adherence to protocol in the call center, but it also gives agents and middle management a clear-cut way to measure their own career development. These are three call center KPIs that you should be tracking to measure success.

  1. Customer Satisfaction Metrics. Customer satisfaction is infinitely important to a call center that works in customer relations. Not only does a client demand that certain marks are met when it comes to customer satisfaction, but by being able to measure these metrics, call center leadership is able to accurately keep a campaign on track concerning what the end goal is. Measuring that end goal will eliminate frustration in communication on all sides, including overall client relations, and the agents who are dealing with the customers in the first place. By nipping any problems in the bud before they become issues, leadership is able to accurately project what the needs of the campaign might be. By not measuring customer satisfaction in some survey, a campaign could be doomed for failure and unneeded costs.
  2. Attrition Rates and Unapproved Absences. This perhaps goes without saying, but several integral KPIs are tied up in the simple matter of agents maintaining their work schedule and keeping on the phones. If agents are blowing off work more and more, this is a dire sign that attrition will soon be picking up. Rather than looking at the issue as an individual fault of the agent, instead look at the issue as a future of signs to come. If people stop showing up for work, it is better to look at the underlying factors of their not showing up. By predicting these issues early through KPI metric analyzation, those problems can be rectified before it becomes an issue that puts the campaign at risk. By looking at the absences earlier on in the process, it is easy to curtail the growth of attrition and other elements that lead to poor call center workforce retention.
  3. SLA Metrics. Service Level Agreement metrics are very important to measure in terms of the client. Through SLA metrics we can measure the health of a campaign. SLA metrics are numerous, and, depending on the campaign, may vary. For instance, call resolution, response time, average hold time, adherence to call time and the quality of the call time can all be included in SLA metrics. It is important to understand and gauge which SLA metrics to track and agree to. A good measure of campaign health is to understand and gauge which metrics are the most important when it comes to the agreement made.

These are but a few important KPIs to a successful call center campaign. Of course, the key performance indicators on any given campaign can change not only from campaign to campaign, but from day to day as the needs of that campaign change. A lion’s share of the success of the campaign is on the direction of leadership in terms of what they deem critical to measure in terms of the campaign’s success. Through measurement and recognizable goals to our workforce, any goal is very well achievable. By measuring metrics and setting attainable goals for our workforce, we show agents through leadership and action how to maintain a good level of service, quality, and dedication to the work the campaign needs.