6 Top Metrics To Track When Running a Call Center

If you manage a call center, you know that there are a lot of moving parts. In order to keep things running smoothly, it’s important to track the right metrics. But, with so many different things to choose from, which ones should you focus on?

In this article, we will go over six of the most important metrics to track. There are also many excellent online resources to learn more about call center metrics.

    1. First Call Resolution Rate
    This metric is the percentage of calls that are resolved on the first call. This is important because it measures how efficient your agents are at solving problems and resolving issues.

    2. Average Handle Time
    The average handle time is the average amount of time it takes for an agent to handle a call from start to finish. This metric is important because it measures how efficient your agents are at handling calls.

    3. Abandonment Rate
    The abandonment rate is the ratio of calls that are abandoned before they are answered by an agent. This metric is important because it measures how effective your call center’s hold times are.

    4. Service Level
    The service level is the percentage of calls that are answered within a certain number of seconds (usually 20 seconds). This metric is important because it measures how effective your call center’s hold times are.

    5. Agent Utilization Rate
    The agent utilization rate is the percentage of time agents spend talking on the phone divided by the total amount of time they’re logged in and available to take calls. This metric is important because it measures how effectively your agents are using their time while they’re logged in and available to take calls.

    6. Cost Per Call
    The cost per call is the total cost of running your call center divided by the number of calls received. This metric is important because it allows you to raise or lower prices based on the actual cost of providing customer service.

Tracking these metrics will give you a well-rounded view of how your call center is performing and where there might be room for improvement. Remember, metrics are only useful if you take action based on what they’re telling you, so don’t forget to keep an eye on them and make changes as needed!

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