Many enterprises consider outsourcing their customer support services to a reputable call center worth their collaboration. The performance of the agents does matter.
Have you ever wondered what the metrics are to measure how the performance indeed is? Any reliable call center outsourcing company keeps a watchful eye on the performance of its agents. They use certain industry-standard key performance indicators to decide if or not the service standard is impressive.
Let us give you a tour of all the important KPIs here.
INBOUND
FRT or First Response Time
It shows the average time taken by an agent to receive the call and respond.
Over 65% of customers abandon the call if the agents do not respond within the first 3 minutes of calling.
FCR or First Call Resolution
FCR reveals how satisfactorily an agent addressed the concern the first time the customer approached.
ASA or Average Speed of Answer
This calculation denotes the average time spent on resolving the complaint/concern. It starts from the moment a customer is in the queue to the instant the agent attends to the call. ASA does not count the interaction with an IVR system.
Average Time in Queue
As the name indicates, it shows how long your customers keep waiting in the queue on an average basis. Call centres with staffing deficiency experience it the most.
Average Abandoned Call Rate
The rate reveals the number of calls lost before the agent could respond to them within a defined timeframe.
OUTBOUND
Contact Rate
The percentage of leads followed up out of the total leads assigned to the outbound agent gives the contact rate.
Talk Time
A well chalked out script guides the conversation at a reasonable length encouraging conversion. It is a vital metric to work with for an Outbound Call Center in Kolkata.
Lead Conversion Rate
It denotes how many of your targets actually decided to become your paying customers.
Dropped Call Rate
If your agent is unavailable to receive a call once it arrives, it is called a dropped call. It shouldn’t be over 3 % in a month.
Both Outbound & Inbound
Phone Etiquette or Conversation Quality
Any Telesales company in Kolkata cannot earn recognition by upsetting its targets. How courteous and alert the agents are during the call has always been an instrumental parameter to tag the performance.
AHT or Average Handle Time
It indicates the time your agents dedicate to solving each customer’s concern/query on an average basis.
Agent Absenteeism and Agent Turnover Rate
How frequently your agents fail to turn up for the job is also a vital factor influencing the call centre’s performance. Similarly, the percentage of agents leaving the job (or anywhere) also is crucial to determine.
Wrapping Up
The customer satisfaction level achieved eventually decides the efficiency of agents. Different agencies might use these few metrics and experiment with innovative ones for a competitive edge.
The ones mentioned are enough to ensure that your agents stay geared up to serve the best way possible.
V3 Outsourcing Solutions, a reliable inbound & outbound call center, believe in blending standard and newer metrics to stay ahead of the curve.