In all modern call centres or CX marketplaces like VOIZ, every day there is a lot of data metric being generated. Call centre companies use data to analyze customer behaviour, predict call volumes, call duration, customer feedback, response time, issue resolution time, and many others. Analyzing all the data can be a long process and certain variables may change within time. So to measure performance and meet business goals in an effective way, companies need to measure the right metrics.
What is a KPI in a contact centre?
Key Performance Indicators are measurable values that determine how efficiently a contact centre manages to hit its key business goals. In contact centres, there are KPIs at different levels. A high-level KPI may emphasize the overall performance of the business while a low-level KPI may focus on team performance, departments, or an individual. Here are the five KPIs to watch out for in 2021.
Call blockage percentage
Call block percentage is the number of calls that received a busy tune or when a customer attempted to call. This is mainly caused by the unavailability of agents or queue system failure. This percentage can help determine contact centres that it has a sufficient number of agents to handle the inbound calls or it can detect the queue system issue. If a contact centre has a high call blockage percentage, the contact centres may be missing a lot of calls from the customers which can lead to low customer satisfaction. To lower call blockage percentage, contact centres need to hire more agents or troubleshoot the queue system to free up lines in the contact centres.
Average handling time(AHT)
Average handling time in the contact centre is the average time taken for an agent to resolve a customer’s issue. In general, all contact centres should try to keep their AHT low, but it can also become a double-edged sword. Agents should not rush to resolve a customer’s issue just to keep the AHT low. Agents should find the right balance between resolving an issue and uncompromised quality. AHT in the contact centre is directly related to customer satisfaction and also can determine the agents efficiently. If you are looking to hire pre-trained agents who are skilled to keep your AHT low, look at hiring agents from VOIZ.
Call volume
Another important KPI that all contact centres should look into overtime is call volume. Call volume is the amount of calls that a contact centre processes in a period of time. This can be both incoming and outgoing calls during a month or a week. Contact centres can use this KPI to determine the growth or consistency of their contact centre. This KPI is also used to predict the possible future call volumes during a specific time period. Contact centre managers or analysts should look into this metric for better management and cost savings. To combat this peak load volatility, companies are shifting to hiring gig-based CX agents through CX marketplaces like VOIZ.
Employee satisfaction rate
The agents determine the success or failure of a contact centre. In the contact centres industry, the attrition rate of an agent is 25-33% according to a study by Cornell University, which is high compared to any other job. Agents tend to migrate to other jobs may be due to the low employee satisfaction rate in contact centres. The contact centre managers or team leader should take employee surveys every month in order to understand the employee’s satisfaction. If a contact centre has a low employee satisfaction rate and multiple negative employee feedbacks, the future recruitments of new agents may decrease CX market places like VOIZ act in favor of agents so that the agents feel engaged and motivated. Click here to find out 5 ways to motivate contact centre agents
(https://docs.google.com/document/d/1mT5FLDMxNATqyhPpCn_61rx9yvka6QVTEO5FZ56I4K0/edit?usp=sharing).
Customer satisfaction rate
Another important metric in a contact centre is customer satisfaction rate. Customers are the most important part of a company or an organization. The main objective of all contact centres is to keep the customer satisfaction rate as high as possible. Contact centres should cycle through multiple sources of feedback from customers to determine the customer satisfaction rate. Usually, the contact centre conducts an after-call survey to determine customer satisfaction scores along with a quality assurance test. This KPI can help contact centres evaluate the overall agent’s efficiency and effectiveness.
Takeaways
Companies have to deal with multiple metrics of data over time and it is confusing and complex to analyze all of them. Rather than handling on their own, companies can hire expert contact centres through VOIZ who can manage their processes with target KPIs effortlessly. Contact centres at VOIZ are skilled in looking into KPIs that can improve agent efficiency, customer and employee satisfaction to measure performance.
