How do you know if your center is running smoothly and delivering a positive customer experience? That's where call center metrics come in.
These measurements provide a clear picture of your center's performance, agent effectiveness, and, ultimately, customer satisfaction.
In this article, we'll delve into the world of call center metrics. We'll explore the key metrics you should track and what they tell you about your center's health.
1. Customer Satisfaction (CSAT) Scores in Call Center Metrics
CSAT, or Customer Satisfaction Score, gauges customers' happiness with their experience. It typically involves surveys asking callers directly about their satisfaction level.
To calculate your company’s CSAT score, simply divide the number of satisfied customers by the total number of responses received and then multiply that number by 100. For example, if you surveyed 100 customers and 90 were satisfied, your CSAT score would be 90%.
2. Quality Assurance (QA) Scores
Quality assurance (QA) scores measure how well agents adhere to pre-defined standards for customer service interactions. They assess agent performance against specific criteria designed to ensure calls are handled efficiently and effectively, ultimately contributing to high customer satisfaction.
3. Net Promoter Score (NPS) in Call Center Metrics
Net Promoter Score (NPS) gauges customer loyalty and satisfaction. It's a popular tool for call centers because it provides a simple and actionable measure of customer sentiment.
NPS relies on a single question: "How likely are you to recommend [your company] to a friend or colleague on a scale of 0 to 10?”
Based on their score, customers are categorized into three separate groups:
- Promoters: These people answered with a 9 or 10 and are likely to recommend your business.
- Passives: These people answered with a 7 or 8 and are neutral.
- Detractors: These people answered with a number ranging from 0 to 6 and are unhappy.
The NPS score itself is calculated by taking away the percentage of Detractors from Promoters. A score can range from -100 (all Detractors) to +100 (all Promoters), with higher scores indicating greater customer loyalty.
4. Customer Effort Score (CES)
Customer Effort Score (CES) measures how easy it is for customers to interact with your business. It focuses on the effort required from the customer's perspective, whether it's resolving an issue, getting a question answered, or using a product or service.
You can measure customer effort through surveys about the ease of effort required for a particular interaction. Assign responses a score on a scale of 1-3, 1-5, etc., and then take the average of these scores and convert it to a percentage.
5. Agent Effort Score (AES)
Agent Effort Score (AES) flips the script on customer effort, focusing on the ease agents experience when resolving customer issues. It's a valuable metric for understanding internal processes and how well your call center is set up for agent success.
Like the Customer Effort Score, you can measure agent effort through surveys. Assign responses a score on a scale of 1-3, 1-5, etc., and then take the average of these scores and convert it to a percentage.
6. First Contact Resolution (FCR)
First Contact Resolution (FCR), sometimes called First Call Resolution, measures how effectively agents resolve customer issues on the initial contact.
Here's the basic formula for calculating FCR:
FCR = (Number of Calls Resolved on First Contact / Total Number of Calls) x 100%
For example, if a call center receives 100 calls daily and 70 of those calls are resolved on the first contact, the FCR would be 70%.
7. Active Waiting Calls
The active waiting calls metric represents two key call center KPIs:
- Number of Calls on Hold: The total number of callers who are currently waiting in a queue to be connected with an available agent.
- Total Number of Calls at the Moment: The total volume of calls being handled by the call center at a specific point in time.
You can calculate the percentage of active waiting calls using the following formula:
(Number of Calls on Hold / Total Number of Calls at the Moment) x 100%
For example, if a call center has 20 calls on hold and 40 total calls being handled, the active waiting calls percentage would be 50%.
8. Average Speed of Answer (ASA)
Average Speed of Answer (ASA) measures the average amount of time it takes for a call to be answered by a live agent. A low ASA is crucial for a positive customer experience in a call center.
You can calculate the average speed of answer using this formula:
ASA = Total Wait Time for Answered Calls / Total Number of Answered Calls
Let's say a call center received 100 calls in a day. Of those, agents answered 80, and the total wait time for all answered calls was 120 minutes.
To calculate ASA, you would divide 120 minutes by 80 calls, which equals 1.5 minutes per call.
Therefore, the ASA for this day would be 1.5 minutes.
How DashboardFox Can Help in Tracking These Call Center Metrics
Understanding how well your call center is performing can seem daunting. You know that tracking metrics is important, but the volume of data and complexity of analytics tools can be a barrier. That's where DashboardFox comes in – it simplifies things.
Take the next step to easier data management with DashboardFox!
With DashboardFox, you get straightforward dashboards that take the guesswork out of your data. You'll see your call center metrics laid out in clear, easy-to-read visualizations. This helps you quickly spot what's working and what's not, so you can make decisions confidently without getting bogged down in numbers.
Think of DashboardFox as your data translator. It turns technical data speak into visual stories that everyone on your team can understand and act on. Plus, it sends alerts if something needs your attention, helping you to fix small issues before they become big problems.
If you want to see how DashboardFox can make your life easier and your call center run smoother, why not check it out for yourself? We offer free live demo sessions where you can see the dashboards in action. If you're looking for a more one-on-one discussion, you can also book a meeting with our team. We're here to help you get a handle on your call center metrics, without the headache.