Determining if your call center is functioning at optimum efficiency can be tricky. With any given call, there are a number of variables at play, and the aggregated data from all those customer interactions can be difficult to interpret. Still, you can’t just assume your customers are getting the service they deserve, you have to take action to measure your employees’ success. Here are three key figures to keep an eye on, along with tips for how to interpret the data.
Call Wait Time
Unfortunately, wait times are unavoidable, and measuring the raw numbers for the amount of time customers have to wait on hold can be misleading. The key to interpreting wait time data is to pair it with customer satisfaction on the same call. Even if wait times are higher than you’d like, if customers are still satisfied with the overall experience then reducing wait times may be less of a priority than you think. Efficiency and speed are not necessarily the same thing!
Resolution Rate
One of the key measures of a call center’s efficiency is its ability to resolve a customer’s issue the first time that they call. In order to get a reliable measure of this data, many centers implement a customer satisfaction survey. Sometimes these surveys are completed on the calls themselves, while other times customers are encouraged to fill out satisfaction surveys online following the completion of the call. Using this data, you can determine which representatives are better at resolving customer issues and get a better understanding of the general areas your call center may need to improve upon.
Reason for Call
Often, call center workers find themselves fielding similar questions or complaints from a number of customers. Strangely though, a lot of centers don’t have a process in place to aggregate this kind of data. By keeping track of this information, you can better educate representatives on how to handle the most frequently occurring issues, and help to keep your call center running smoothly.
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