In order to be very successful in delivering their service, inbound call centers need to track certain KPIs. These KPIs will undoubtedly impact the quality of their service. What are the KPIs that inbound call centers should track? Follow the thread of this article to learn about the KPIs that should be tracked for inbound call centers.
Service level and average call duration
The very first KPI to track for inbound call centers would be the service level, for more details click on kpis for call centers helps to ensure the success of customer service. Indeed, the service level measures the percentage of inbound calls answered by a certain number of seconds. To obtain the service level KPI, you can divide the total number of calls handled by the total number of calls received during a given period. Then multiply the result by 100.
As for the average call duration, it is used to calculate the average conversation time between the agent and the customer. This is one of the most powerful KPIs when it comes to measuring agent productivity. With this KPI, the company could detect the different areas where there is still a lot to be done. It goes without saying that this KPI will result in agent training.
Average Handling Time and First Contact Resolution
Still referred to as AHT, this KPI combines the average call duration with the time an agent spends after the call to finish the transition. Understanding this KPI will certainly allow centers to determine how much time agents need to be able to handle a certain call volume. It is a way to determine if an agent is spending enough time on the phone.
In terms of first contact resolution, it measures how many support requests are resolved on the very first contact without the customer contacting the brand. This KPI is a true indicator of the quality of service provided by the company.