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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

The 7 Most Significant Contact Center Metrics

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Metrics deliver the data that keeps your contact center on track. And with an advanced workforce management solution like Monet’s WFM Live, metrics that were once only attainable with the most costly and advanced solutions are now within the reach of smaller and midsized contact centers. 

Of course, it’s not enough to compile data; that material must be reviewed and analyzed to measure performance and inspire beneficial changes. Looking for a place to start? Try these seven top performance measurements. 

1. Schedule Adherence and Efficiency

Are your agents working when they should? When that doesn’t happen, the center may be understaffed, leading to missed calls or delayed responses. Improving adherence will have an immediate impact on productivity and customer service. With WFM it’s easier to always have the right number of agents in place for each day and each shift.

2. Call Answer Time

What is the average speed of answer (ASA) at the call center? Most centers have a defined wait threshold that should be met consistently. 

3. Agent Occupancy

Finding the balance between keeping agents busy but not overworking them is the challenge of agent occupancy. It’s a key element in schedule efficiency where the goal is to avoid having too many agents sitting at their desks doing nothing, while also having enough available personnel so that each call is promptly answered. 

4. First Call Resolution

Customers want to resolve issues with one call, which makes a call center’s first call resolution rate critical to customer satisfaction. Sometimes it’s not possible, but if an agent consistently lags behind established goals, he or she should be scheduled for additional training. 

5. Transfer Rate

Few situations are more frustrating for a customer than explaining an issue to one agent, and then being transferred to a supervisor and having to do so a second time. While this may still qualify as a first-call resolution if questions are ultimately answered and the problem is solved, it should still be kept to a minimum whenever possible.

6. Abandon Rate

When a customer hangs up, it will not always be the fault of the contact center or the agent. Some people just have shorter fuses than others. However, abandon rates can be reduced by shorter wait times and courteous agents. 

7. Blocked Calls

Blocked calls never even make it to a call center agent, because of insufficient network capabilities. Obviously, the only possible result becomes a frustrated customer. Are some blocked calls inevitable at peak times? Or can these calls be taken with better scheduling, expanded trunks or other corrective measures? 




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