3 Call Center KPI That Refine Your Customer’s Experience

Inbound Call Center

Jun 12, 2020

Posted In: Agent Efficiency, Cloud Call Center Software Author: Marie Christenson

Customer service plays a key role in a company’s growth and development. Although each industry and organization has its own way of reaching their goals, there are numerous Key Performance Indicators (KPI) that can help refine the customer experience.

Today, we’re going to take a look at common issues that plague customer service calls and different ways to help prevent or solve them. Breaking down your call center KPIs provides you with ways to determine the success of your operations. Check out how TCN uses BI solutions to understand metrics.

Average Handle Time (AHT)

The amount of time it takes for an agent to complete one transaction is an important KPI for call center organizations. The information about the time a consumer begins the call until the agent starts another one, is essential for improving performance and efficiency.

Understanding your agent AHT allows you to identify training issues if agents are taking longer than necessary with particular calls.

Lowering your AHT provides better experiences for your customers. Time is precious — for you and your consumers — people do not want to spend their precious time waiting for a long outbound agent connection time or being on hold.

Did you know?

A survey of 2,500 people showed that 60% of consumers believe that being on hold for even one minute is too long.

Staying on top of this KPI will not only improve your costs and efficiency but also improve your customer experience (CX).

First Call Resolution (FCR)

Speaking of time, transferring a consumer’s call or requiring multiple calls to resolve an issue only uses more of everyone’s time.
Rarely does a customer contact a call center in hopes of having the process drawn out over multiple days and interactions.

On the contrary, First Call Resolution is an important call center KPI because customers strongly desire for their issues to be solved during their first attempt.

Measuring your call center’s FCR provides insights on areas to improve performance and meet the needs of your customers during the first interaction. See how TCN improves customer satisfaction and first call resolution rates.

When inquiries are resolved as quickly and efficiently as possible, your consumers are much more likely to have a good experience and leave positive feedback.

Call Arrival Rate

It is important for your call center to count the number of daily calls it receives and identify trends of high-call times. Doing so, allows you to better track patterns and create efficient agent schedules.

Nobody is benefitting if there is not a sufficient amount of agents scheduled during your busiest part of the day for inbound calls. This only increases stress and tension for both the agents and the consumers waiting to be helped.

Using this call center KPI can help you manage how to best handle calls during particular periods — improving your agent and customer experience.

Call center KPIs are only as valuable as the action it leads your company to make. Using these call center KPIs may seem simple, but can go a long way by giving you direct visibility into your data and trends.

See how TCN has helped other organizations stay on top of their KPIs, download the Case Study now.

About the Author: Marie Christenson

Marie Christenson is the Content Writer and Strategist for TCN, a worldwide leading provider of cloud-based call center technology. Being the voice behind the screen, Marie spends her days carefully curating TCN content including company blogs, campaigns, and social media. Since earning a B.S. in Strategic Communications & Marketing from Southern Utah University in 2020, Marie has enjoyed having the opportunity to share her ideas and creativity with TCN.