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Banking Call Center Metrics: What is Important?

Posted: by: Chuck Ciarlo

The capabilities of call recording software have advanced rapidly over the past ten years. Metrics that were once luxuries at finance contact centers are now standard, and call center software is now capable of compiling and analyzing so much information, it is possible to become overwhelmed, or to lose focus. 


Certainly all the information collected by such call recording systems is beneficial, but here are seven of the top performance measures that can most directly trigger improved results at banking contact centers, whether directed at management, agents or customers. 


1. Schedule Adherence and Efficiency

Do agents scheduled to work specific hours actually do so? If not, are calls being missed or delayed before they are addressed? Corrections of deficiencies here can have an immediate impact on productivity. Once schedule adherence has been clarified, schedule efficiency refers to assigning the right number of agents for each day and each shift, to avoid the problems caused by overstaffing or understaffing.


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

Closely related to schedule efficiency is the time agents spend on the clock but not answering calls. When staffing and scheduling is handled correctly, agents should be busy but not overworked. The goal is to avoid too much idle time, while also having enough available personnel so that each call is answered in an acceptable time frame. 


4. First Call Resolution

Customers want to resolve their issues with one call, which makes a call center’s first call resolution rate critical to customer satisfaction. While it will not always be within the agent’s power to resolve all calls the first time, agents who are consistently unable to achieve this objective 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 or other agency personnel, 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 call center or the agent. Some people just have shorter fuses than others. However, abandon rates can often 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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