{"id":86011,"date":"2024-10-31T09:24:41","date_gmt":"2024-10-31T15:24:41","guid":{"rendered":"https:\/\/inmoment.com\/?p=86011"},"modified":"2024-12-13T08:41:12","modified_gmt":"2024-12-13T15:41:12","slug":"call-center-metrics","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/call-center-metrics\/","title":{"rendered":"Call Center Metrics: How To Track & Improve for Better Customer Service"},"content":{"rendered":"\n

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. <\/p>\n\n\n\n

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it\u2019s important to deliver a positive call center experience that meets customer expectations. The best way to get started is by tracking and monitoring call center metrics.<\/p>\n\n\n\n

What Are Important Call Center Metrics to Measure?<\/h2>\n\n\n\n

Call center metrics provide insight into the customer experience<\/a> and quantify agent productivity. They remove the guesswork for companies and help pinpoint areas for improvement.<\/p>\n\n\n\n

With an overwhelming number of key performance indicators (KPIs) available, it\u2019s crucial to focus on the most impactful ones. <\/p>\n\n\n\n

Here are 30 important metrics you can track to ensure your call center achieves its goals. These metrics are categorized by call center performance, operations, and customer experience:<\/p>\n\n\n\n

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  1. Average Handle Time (AHT)<\/strong><\/li>\n\n\n\n
  2. Average Speed of Answer<\/strong><\/li>\n\n\n\n
  3. Agent Utilization Rate<\/strong><\/li>\n\n\n\n
  4. Agent Effort Score<\/strong><\/li>\n\n\n\n
  5. Call Availability<\/strong><\/li>\n\n\n\n
  6. Average First Response Time<\/strong><\/li>\n\n\n\n
  7. Average Hold Time<\/strong><\/li>\n\n\n\n
  8. Service Level Rate<\/strong><\/li>\n\n\n\n
  9. Active Waiting Calls<\/strong><\/li>\n\n\n\n
  10. Average Talk Time<\/strong><\/li>\n\n\n\n
  11. Average Time in Queue<\/strong><\/li>\n\n\n\n
  12. Wrap-Up Time<\/strong><\/li>\n\n\n\n
  13. Average Call Abandonment Rate<\/strong><\/li>\n\n\n\n
  14. Total Resolution Time<\/strong><\/li>\n\n\n\n
  15. Transfer Rate<\/strong><\/li>\n\n\n\n
  16. Adherence to Schedule<\/strong><\/li>\n\n\n\n
  17. Calls Answered per Hour<\/strong><\/li>\n\n\n\n
  18. Calls Handled<\/strong><\/li>\n\n\n\n
  19. Types of Calls Handled<\/strong><\/li>\n\n\n\n
  20. Cost Per Call (CPC)<\/strong><\/li>\n\n\n\n
  21. Call Arrival Rate<\/strong><\/li>\n\n\n\n
  22. Peak-Hour Traffic<\/strong><\/li>\n\n\n\n
  23. Average Age of Query<\/strong><\/li>\n\n\n\n
  24. Repeat Call Rate<\/strong><\/li>\n\n\n\n
  25. Percentage of Calls Blocked<\/strong><\/li>\n\n\n\n
  26. First Call Resolution (FCR)<\/strong><\/li>\n\n\n\n
  27. Customer Satisfaction Score (CSAT)<\/strong><\/li>\n\n\n\n
  28. Quality assurance (QA)<\/strong><\/li>\n\n\n\n
  29. Net Promoter Score (NPS)<\/strong><\/li>\n\n\n\n
  30. Customer Effort Score (CES)<\/strong><\/li>\n<\/ol>\n\n\n\n

    Call Center Performance Metrics<\/strong><\/h2>\n\n\n\n

    To achieve effective contact center optimization<\/a>, start by gathering and analyzing call center performance metrics. This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: <\/p>\n\n\n\n

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    Calculate your business’s ROI using InMoment’s conversational intelligence tools.<\/p>\n

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