Once you have a call center system, you will always want to measure the success of your system or monitor your agents’ performance, whether today, yesterday, last week, or last month. There are various reasons for this, including evaluating a particular campaign or changing the processes agents are following.
Monitoring the success of your call center is based on many factors. What are they? Here is an overview.
How do you measure call center quality?
You have certainly heard the term “KPI” or Key Performance Indicator. Basically, it is a measure of performance and quality that can be measured over a certain period. Managers usually have many KPIs to track success.
Some Popular Metrics to Track
Metrics are increasingly important in measuring your success. There are several key metrics or KPIs to track, including:
- Average call duration
- Call quality
- Response time
- Average queue wait time
- Customer satisfaction level
- % call abandonment
- Resolution speed
Once you have defined these, you need a way to process the information and see whether you are on target or not. 3CX provides 27 report templates that can help you break down all the raw data into accurate and easy-to-understand information.
Reports can be presented as graphs and tables. The management team can choose to have reports run on a schedule so they can get up-to-date information that is accurate and easy to understand.
Call center reports include:
- Detailed Queue Statistics
- Abandoned Queue Calls
- SLA stats
- Agent login / logout history
Included in those 27 reports, 3 of them are intended only to provide information on how live chat, Facebook Messenger and SMS are handled.
Identifying potential problems
Running a call center does not always go smoothly. Many factors can cause problems, including the human element, which is always unpredictable. However, potential problems that affect the smooth functioning of your call center can be spotted before they spiral out of control.
For example, looking at the graphical report above, we can see that between 9 and 10 in the morning there were 5 unanswered calls. Although this is not a large number of missed calls, any missed call can cause a lost sale or a bad customer experience. This happens for a number of reasons, but the report gives managers the information they need to readjust staffing, for example by rearranging coffee break schedules or by adding more agents during those hours.
Using reports to measure the success of your system can provide valuable insight to keep those KPI targets consistently met.
Taking Your Call Center to the Next Level
After you have set some company KPIs and prepared reports, how can you offer more communication channels to your customers? The 3CX solution also provides calling through Video, live chat, WhatsApp integration, and SMS. Combine all channels in one dashboard, which makes things easier for call center agents and delights your customers.
source: 3CX.com
