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What metrics should you track for company calls

By
BizAge News Team
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Managing company calls effectively is a massive responsibility for any business that values communication with its customers. Tracking call metrics can help you gain insights into how your team is performing and where improvements are needed.

The right data can make a huge difference in customer satisfaction and employee efficiency. Here are some of the most important metrics to monitor across your business:

1) Average Handle Time (AHT)

Average Handle Time (AHT) is a widely used metric in call centres. It measures the average duration of an interaction, including the time spent talking and any follow-up work done afterwards. AHT is often seen as a key indicator of efficiency.

Calculating AHT can help you understand how long it takes your team to address customer issues. If AHT is too high, it could point to problems such as unclear processes or complicated call topics. On the other hand, an AHT that’s too low might suggest that employees are rushing calls at the expense of quality.

Finding the right balance is important and this metric should be used alongside others to get a more accurate picture of overall performance.

2) First Call Resolution (FCR)

First Call Resolution (FCR) measures how often customer issues are resolved on the first call, without needing follow-ups. A high FCR rate indicates that your team can solve problems efficiently. It’s a metric that reflects both the quality of customer service and the skills of your staff.

Monitoring FCR helps pinpoint areas where your team may need better resources or training. For instance, if customers frequently have to call back, it may suggest that staff don’t have the right information at hand or that company policies need simplifying. Improving FCR can lead to better customer satisfaction and reduced overall call volume.

3) Call Abandonment Rate

Call Abandonment Rate shows the percentage of calls that customers end before speaking with a representative. It’s a massive indicator of how your call system is working. If the rate is high, customers may be getting frustrated by long wait times or confusing phone menus.

A high abandonment rate could mean you need more staff during peak hours or that your call distribution system needs tweaking. Watching this metric closely helps improve customer experience and ensures callers are willing to stay on the line to get help.

4) Customer Satisfaction (CSAT)

Customer Satisfaction (CSAT) scores are gathered through post-call surveys where customers rate their experience. The higher the CSAT, the happier your customers are with the service they’ve received. This metric can highlight whether your team is doing well or if there are areas that need attention.

Customer feedback often reveals pain points that data alone can’t identify. For example, even if AHT is good, CSAT may be low if customers feel they weren’t treated kindly or had to repeat information several times. Combining CSAT with other metrics gives you a fuller picture of call performance.

5) Call Volume

Call Volume is a straightforward metric that tracks the number of calls coming in during specific periods. Knowing peak and quiet times can help you allocate resources more effectively. For example, if Mondays are particularly busy, you can plan to have more staff available.

Monitoring call volume can also highlight trends. A sudden increase in calls might point to a product issue or a change in customer needs, while a drop could suggest that customers are losing interest or finding alternative ways to get in touch. Understanding call volume helps you manage your team more efficiently and meet customer demand.

6) Average Speed of Answer (ASA)

Average Speed of Answer (ASA) measures how long customers have to wait before speaking to a representative. A low ASA usually means that customers are happier because they get help quickly. Long wait times, on the other hand, can frustrate callers and make them less satisfied with your service.

Keeping an eye on ASA can help you make informed staffing decisions and adjust schedules. If wait times are consistently long, it may be worth hiring more staff or investing in technology to streamline call routing.

7) Call Transfer Rate

Call Transfer Rate refers to the percentage of calls that need to be transferred to another department or representative. While some transfers are unavoidable, a high rate might indicate that staff are not trained well enough to handle a broad range of issues.

Reducing transfers can improve customer experience by resolving concerns faster and eliminating the frustration of repeating information. Analysing this metric might show gaps in training or highlight areas where cross-training employees could be beneficial.

Tracking the right call metrics can improve both efficiency and customer satisfaction. Each metric offers a different insight, and together, they provide a well-rounded view of your team’s performance. It’s not just about gathering data but using it to make meaningful improvements.

Written by
BizAge News Team
From our newsroom
December 12, 2024
Written by
December 12, 2024