Call Center Support KPIs

Outsource support for call services analytics

Call Center Support KPIs

Outsource support for call services analytics

Blocked calls percentage

Our reports allow you to figure out how many of your inbound calls actually reached your call operators. This lets you develop a better idea about arranging active call agents for your business. The percentage of blocked calls that we report at different times is a major indicator of whether or not your answering services are meeting the workload sufficiently. If we narrow down this metric to a certain group of call agents or individual call operators, you will be able to observe the progress of your employees more closely. We also suggest optimization strategies for your call center software or increasing the availability of your call agents.

Average waiting times

Closely related to the percentage of blocked calls, our reports include complete data on the waiting times experienced by your callers. Even if they don’t hear a busy tone when they dial your number, they could be kept on hold for long minutes. This is not desirable so we present a realistic analysis on the average waiting times for different call agents at various times. Monitoring your call support 24/7 allows us to gather data on waiting times for the entire day. This gives you an idea about the total call load and overall customer experience.

Call abandonment rate

Your response time for answering services is tied to the call abandonment rate that is recorded by us at varying times of the day. There is plenty of valuable information which may be extracted from your call abandonment rate. Not only does it tell you when your agents were experiencing peak hours but also when your callers were the busiest. Depending on the behavior of your customers, you can decide on future outbound call strategies. In addition, we can measure the average waiting time which was tolerable for your callers before they gave up.

Average resolution time

Unlike email and live chat, the caller has to stay on the line during the entire conversation with your call operator which may show fluctuations in average resolution time. There could be a case where the caller wanted a verification code and the call operator made a follow-up call the next day when they had processed that customer’s request. We record each case separately and calculate averages from various perspectives. For example, if you want to know how well your call agent has been doing that month so only their resolution times will be used for the average. In case you are curious about the overall call support performance for that year, we will provide an average resolution rate for the entire year.

After call work time

Since your call operators are supposed to handle several other tasks besides taking calls from your customers, we also include metrics for their productivity during those moments such as after call work time. While they are making records for the calls that they have handled for that day or checking calendars, we clearly mark that as after call work time. This is part of their job but does not involve being on the phone so it is reported individually or within a group setting depending on how you wish to use that data.

Call service levels

The best way to determine how well your answering services are performing is through the data we present on service levels. You can clearly see the call loads vs. the call resolution rates.

Agent availability

In order to prevent the occurrence of call blocking, we can help you study the data that explains agent availability during different hours of the day so that you may make adjustments in duties.

First call resolution

Your customer satisfaction has many factors contributing to it and first call resolution rates are important in this regard. We show this data by individual call agent and averages for your convenience.

Customer feedback

We have developed an easy system to receive instant feedback from your customers right after a call has ended. Their simple “yes” or “no” can be used to generate accurate conclusions in reports.

Agent turnover rate

While this may not seem like a big deal to you, it takes time to train and replace a call agent who has left your company. That’s why we include agent turnover rate as an indicator of performance.

Occupancy rates

When you are making decisions for your workforce, you could use our figures on occupancy rates to check the productivity of individual call operators and the overall call support efficiency.

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