Running a successful call center is all about creating positive customer experiences that encourage customer satisfaction. Today, customers are less trusting of brands, making brand loyalty more important than ever. In fact, just one bad customer service experience may push your customers out the door and into the arms of your competitors.
Here’s a great example.
Last month, I ordered a sweater from a new company. But, unfortunately, they sent me the wrong size. Strike one. Then, when I went to their site for information on resolving the issue, they had no easy self-service tools to request the correct size. So, I filled out the contact form and waited. And waited some more. And then some more. Strike two.
Three business days later, I picked up the phone and waited on hold for half an hour. An agent finally picked up and prepared to ship me the correct size, which would take over a week to arrive. Seriously? Strike three (maybe four?).
I’m over it.
Would you buy from this company again? The lack of efficiency left me grumpy and ready to tell the world about my bad experience. When customer service is slow to respond and hard to reach, you’re setting your team up for failure and harming customer satisfaction. The result? Lost business and a damaged reputation.
Call center efficiency metrics, however, help track these hiccups and identify where you need to be more productive. Let’s dig into how to measure call center efficiency and what metrics to track to improve CSAT and boost customer loyalty.
The 4 Most Common Call Center KPIs
First, a refresher. Here are four call center KPIs you should always track to improve CSAT scores.
1. Average Handle Time (AHT)
AHT measures the average amount of time agents spend handling a call or interaction from start to finish. AHT is a foundational call center efficiency metric. Customers want speedy service, so the lower your handle time, the higher your CSAT scores.
How To Measure It:
AHT = The sum of your total call, hold, and after-call times / Your total number of calls
2. First Call Resolution (FCR)
FCR indicates the percentage of calls that are resolved without needing further follow-up. The more you can resolve issues on the first call, the happier your customers will be.
How To Measure It:
FCR = (The number of issues resolved on the first call / The total number of issues) x 100
3. Service Level
Service level tracks your overall call center efficiency by measuring the percentage of calls answered within a pre-defined time frame. And it also gives you a snapshot of your performance by shift or from day to day to see how you’re measuring up.
How To Measure It:
Service Level = (The number of calls answered within the pre-defined time frame / The number of calls offered) x 100
4. Customer Satisfaction (CSAT)
The main goal of your call center should be high CSAT scores. To track your customer satisfaction, start by actually hearing from customers. Send a survey asking how satisfied they are with their service on a scale of 1–5.
How To Measure It:
CSAT = (The number of satisfied customers [those who rated you 4 or 5]) / (The total number of survey answers)
Check out our blog to learn more about boosting your call center’s efficiency.
11 Call Center Efficiency Metrics That Impact Your CSAT
Fast and effective service is key to boosting CSAT and reducing operational costs. Here are 11 call center efficiency metrics that can impact your CSAT scores.
1. Call Abandonment Rate
Track your abandonment rate to see the percentage of callers who hang up before reaching an agent. If your call center is operating efficiently, customers shouldn’t abandon calls before they speak with an agent.
How To Measure It:
Abandonment Rate = (The number of abandoned calls / The total number of calls) x 100
2. Agent Utilization
Agent utilization measures how efficiently agents use their available time on their shift. This metric helps you identify agents who take excessive breaks or dawdle between calls. The better your agent utilization, the more customers you can help.
How To Measure It:
Agent Utilization = (The total handling time / The total amount of time logged in) x 100
3. Call Quality
Call quality evaluates and scores agent-customer interactions for quality assurance. One way to measure call quality is through scorecards. You can monitor calls or review recordings and score agents based on key performance areas, like adherence to processes, tone of voice, and professionalism.
How To Measure It:
Call Quality = The average score of an agent scorecard
4. Net Promoter Score (NPS)
NPS gauges the likelihood of customers recommending your service to others through a survey. Using a scale of 1–10, customers rate whether or not they would recommend your brand. Those who do will likely buy from you again and help improve your pipeline.
How To Measure It:
NPS = % of Promoters [those who gave you a 9 or 10] / % of Detractors [those who gave you a 0–6]
5. Average Time in Queue
The average time in queue measures the amount of time customers typically spend on hold before they’re connected to an agent. The longer the wait time, the more likely they’ll be dissatisfied with your service and efficiency.
How To Measure It:
Average Time in Queue = The total amount of time customers spend waiting in queue / The total number of calls
6. Average Speed of Answer (ASA)
ASA helps track the average amount of time a customer waits before the interaction is answered. When tracking call center efficiency, ASA is a good indication of productivity.
How To Measure It:
ASA = The total waiting time for answered calls / The number of answered calls
7. Percentage of Blocked Calls
Sometimes calls are blocked. Usually, it happens because your tech isn’t scalable or your agents are overwhelmed. This metric tracks the percentage of calls that can’t connect due to system limitations. It’s a great indication that it’s time to scale your operations.
How To Measure It:
Percentage of Blocked Calls = (The number of blocked calls / The total number of calls attempted) x 100
8. Customer Churn
Churn indicates an unhealthy customer experience. Customer churn (sometimes called an attrition rate) is the rate at which customers stop doing business with your company over a given time. And it also often correlates with low CSAT scores.
How To Measure It:
Customer Churn = (The number of lost customers / The total number of customers at the start of the time period) x 100
9. Cost Per Call (CPC)
If your call center is efficient, it should also be cost-effective. Your CPC determines the cost incurred for each call. What’s more, a low CPC is a good indication of efficient operations.
How To Measure It:
CPC = The total operational costs / The total number of calls
10. Average After-Call Work (ACW)
Your agents should move quickly from one task to the next, one customer to another. The ACW metric measures if they’re spending too much time on post-call work. Want a pro tip? Automate these repetitive tasks to reduce ACW and reduce wasted time in your call center so your agents can help more customers.
How To Measure It:
ACW = The total amount of time spent on ACW / The total number of calls
11. Call Arrival Rate
Call arrival rate helps you track call traffic so you can boost call center efficiency. This metric shows how many calls are being handled or put on hold during a particular time frame. When paired with your WFM tools, call arrival rate gives you key insights into scheduling so you can address peak traffic.
How To Measure It:
Call Arrival Rate = The total number of calls / The total time period
Schedule a demo to see how the b-hive virtual call center can improve satisfaction in your call center.
