An essential element of a quality assurance program is KPIs (key performance indicators). These KPIs and metrics help call center managers identify areas for improvement in their call center operations as well as analyze and assess agent performance and output. However, there are numerous KPIs available, and deciding which to focus on in your quality assurance strategy can be complex. To help you narrow down your search, we’ve compiled a list of key contact center KPIs that assess customer satisfaction.

What are Call Center KPIs?

Call center KPIs are tools that assess a call center’s performance. They show whether agents are resolving customer issues and whether the call center is growing and achieving its goals.

Why is Call Center KPIs Important?

You may believe the service you are providing is the best in business; however, your customers may think otherwise. Without a customer-focused KPI, it is difficult to determine your strong points and areas that need improvement. KPIs and customer service metrics give you the concrete data analytics you need to make wiser decisions, close gaps, and fully succeed in evaluating team performance, enhancing customer happiness, and boosting customer retention.

10 Customer-Focused Call Center KPIs You Need to Track

1. CSAT – Customer Feedback Score. This KPI evaluates how happy customers are with their overall experience.
2. ASA –  Average Response Time. This customer service KPI measures how quickly call center representatives answer the phone.
3. FCR – First Call Resolution. This metric measures whether call center representatives were able to handle a customer’s issue in a single call or if additional calls were required.
4. AHT – Average Handling Time. It evaluates how long it takes to answer customer calls.
5. AIT – Average Idle Time. After a customer call has ended, AIT counts the seconds it takes an agent to address a problem. This includes entering data and important information after answering a customer call.
6. Average After-call Call Work Time. This important KPI tracks the identical actions an agent takes to enter information following a call. This KPI is useful for assessing the effectiveness of call center operations.
7. AAR – Average Abandonment Rate. This metric keeps track of whether a customer call is cut short too soon or if they hang up in the middle of a conversation.
8. CES – Customer Effort Score. This assesses how easy the call center was to work with from the customer’s perspective, including wait and transfer times and whether they had to repeat themselves several times.
9. Revenue Per Successful Call. This KPI tracks the money generated from a call. This customer service KPI aids in determining the revenue generated by each call made to your call center.
10. ATR – Agent Turnover Rate. Knowing your call center’s turnover rate can help you spot problems with hiring, training, and onboarding, which can result in improvements.

How to Choose the Proper KPIs for a Contact Center

It can be challenging to select the best KPIs for your call center. But staying committed to and focused on the areas you want to monitor can help keep you organized. KPIs offer a large array of data that may be measured. It could be tempting to evaluate every interaction and process while establishing high standards for which your call center might not be ready. Ensure that your KPIs are particular to your call center and are both measurable and attainable.

Conclusion

Understanding these KPIs for customer service will help call centers run more efficiently and get better customer satisfaction ratings. Your call center will become adept at boosting the customer experience both today and in the future. By outsourcing your customer support base to EmpireOne Contact Center, you will be able to more easily measure your KPIs and see great progress. We use the data from this KPI in order to improve our operations, thereby offering our customers a positive experience and ensuring their satisfaction. Contact us to find out more about our call center plans.