Call centers deliver the best customer support when their formulas and software are meticulously crafted to create the best customer interactions possible. Every industry and product will value different strategies, so managing contact centers often boils down to recognizing and studying these strategies by analyzing call metrics.
However, keeping track of every detail about calls is often the cause of more trouble than harm, as an overload of data is difficult to sort through. Thankfully, the most important call metrics are some of the easiest to track: average call duration, first call resolution and escalation rate. Keeping track of these three key metrics is sure to lead to a more efficient and profitable call center.
Average Call Duration, shortened to ACD, is a relatively simple measurement. Not including pre- or post-call tasks, ACD simply measures how much time agents spend on the phones with customers. While the optimum ACD will vary from business to business based on the complexity of an offering, ACD is also handy for determining which staff members are best suited for peak hours and identify the effectiveness of training.
First Call Resolution (FCR) is also a powerful metric in call centers, which tracks how many customers contact the center regarding the same issue. Because faster resolution times directly translate to lower support costs, FCR should be on every call center agent's dashboard.
Finally, escalation rate is the metric that keeps track of how often a manager needs to get involved with any given phone call. Getting this rate as low as possible should be a priority for any contact center, as customers who ask to speak to a manager are generally unhappy. Additionally, management should have far more important tasks to deal with than every single complaint – and ignoring these opportunities costs an immeasurable amount in lost time.
Edited by Alisen Downey