Call Centre Monitoring – Key KPIs For Call Center Managers
Call centre monitoring is a way to keep tabs on the quality of your call center’s interactions with customers. It can help you spot issues before they become customer complaints and allow your team to make the necessary adjustments to improve the experience for everyone.
There are many ways to monitor your call center, but the most effective are those that include a variety of metrics and feedback from customers. Here are some of the most important KPIs for call center managers to look at:
First Call Resolution – this metric tracks how many calls your agents resolve their customers’ problems during the first contact. It can give you insights into the effectiveness of your training and agent coaching programs.
Average Age of Query – this is the average length of time that unresolved customer queries stay open. It gives you an idea of how quickly your agents can handle complex queries and enables you to address issues before they escalate into more complicated issues that require your team’s expertise.
Peak-Hour Traffic – this metric tracks how much call volume your call center receives during the most busy times of the day or week. It can give you a better idea of how your call center is handling the highest amount of demand and provide you with data to plan ahead for future growth.
Percentage of Blocked Calls – this metric measures the percentage of calls that are blocked by your call center due to busy signals or busy tones. It is a very important metric because it can affect the customer’s experience with your company and cause them to be put off of using your services in the future.
Identifying and fixing these problems early on is essential for improving customer satisfaction and building a culture of accountability. It also helps to eliminate the time that customers spend on hold and reduce their overall wait times so they can get the answers they need more quickly.
Listening to Customer Calls – This is another very effective way to get feedback from your customers on their experiences with your company. You can ask them to rate their experiences on a scale from 1 to 10, and you can also ask them to tell you what they liked about the service they received, what would have made it better, and what they want to see changed in the future.
Voice Dynamism – This is a key metric for evaluating how well your agents are communicating with customers. It can reveal whether they are speaking too fast or too slowly, if they are using vocal tics, and if they are making any mistakes during the conversation.
The best call centre monitoring tools are designed to keep extensive recordings of all agents’ calls and track their behavior as they go along. They can identify vocal tics, bad habits, and other issues, as well as provide guidance to the top performers so they can continue to excel. They can also provide support to those who need additional training or coaching sessions.