How Call Center Metrics Can More Efficiently Measure Agent Performance ? – A call center is a busy place, and its overall efficiency often reflects its success, or lack thereof. The best way to measure efficacy and ensure its running efficiently is by using call center metrics. Call center metrics can offer insights beyond Key Performance Indicators (KPIs) and Customer Satisfaction Ratings (CSRs).
There are several familiar call center metrics which are standard in the industry as well as some not so common metrics which can be very useful. However, all the metrics and KPIs in the industry won’t do anyone any good unless they can be applied accurately and efficiently. Here’s a deeper look into that.
Call Center Metrics Provide Measurable Goals and Data
Clear, concise objectives allow call center metrics to be translated into meaningful data. Whether you need to pivot priorities throughout the day or have static goals, it’s essential to understand the target for call center metrics to be interpreted effectively.
It’s also important to know which metrics should be measured in real time and which should be evaluated over average time, like a week or a month. Dividing call center metrics in these two ways not only allows more information to be pooled and evaluated but it also allows one to drill down to the granular level of performance.
They Display Performance Data and Issues Which Need Improvement
Numbers on paper display a very black and white picture but call center metrics and performance is not black or white. Numbers will deviate. When they do, it’s important to know why. Deviations aren’t necessarily negative if they result in the desired goal being achieved.
Sometimes deviations are a necessary evil and sometimes they tell another story, like reflecting an essential flaw that needs to be addressed. In the end, call center metrics are all about improvement meaning they’re both quantitive and qualitive.
Metrics Display Data Correlations and Key Performance Indicators
It’s not enough to just measure call center metrics and KPIs. While that’s good and necessary, efficiency is about more than measuring individual metrics. These metrics need to be examined from a granular level up to the most abstract correlations. Correlations between metrics and KPIs are an easy way to improve efficiency, if you know where to find them.
Call center metrics and their correlations should also be measured against industry standards. Understanding and making exceptions to the mean variation, gives you a more concise picture of your call center metrics. Using correlating metrics can give you a better picture of your overall efficiency rating.
They Keep Engagement High and Display Measurable Benchmarks
Call center metrics are useless without the agents and the industry standards. Agents need to stay actively engaged understanding how their metrics compare to their teammates and industry standards. A little friendly office competition is an easy way to motivate agents to achieve higher individual metrics.
Aside from that there are many other ways to keep agents actively engaged and aware of their individual metrics. Seeing how call center metrics and their correlations measure up against industry standards is one of the easiest ways to measure overall efficiency.
Call Center Metrics Tell Agents Where They Can Improve
A lot goes into measuring agent performance. Call centers typically have a higher-than-average turnover rate and agents tend to burn out. Outlining clear, concise objectives and understanding metric correlations helps paint the bigger picture of agent performance. Using the industry benchmarks will help keep agents engaged in overall call center metrics and their individual performance. Just remember, its about more than numbers and there will be exceptions to every rule.