Tuesday, November 13, 2012

Important call center metrics for quality management programs

There is no shortage of qualitative and quantitative measures than can be analyzed to improve call center performance, particularly in the area of quality management. Each is significant, and different call centers may have different priorities when it comes to specific areas that require attention. However, for a truly effective quality management program, these are some of the most vital metrics that cannot be ignored.

Measuring Service
One of the primary functions of a call center is to deliver a quality service experience to the customer. That starts with taking the customer’s call as quickly as possible. Review your numbers on blockage to find out how many customers are not able to get through on their first try, and how many hang up while on hold. Also, measure the number of calls that come in before and after the call center’s hours of operation, to assess whether a change in those hours may be needed.

If a call center offers a self-service alternative, in which callers are prompted to navigate toward the specific answer they need by pressing numbers on a keypad, then that center should measure how many callers follow the process to its conclusion, and how many bail out before getting there. It is also helpful to track the average speed of answer (ASA), and the number of calls that are addressed within the time threshold recommended by call center management.

Measuring Performance
Once the call center agent has engaged the caller, how is that process handled? With call recording software, the agent’s performance can be reviewed for proper courtesy, overall competency and knowledge of the product or service being discussed. Note the percentage at which the caller’s needs are addressed without further phone calls or contact being necessary (known as the first-call resolution rate).

When a first-call resolution is not possible, track the rate of transfers, paying particular attention to correct routing. Call recording software can also determine whether an agent is “sticking to the script,” as well as the effectiveness of these scripts in resolving conflicts or answering questions.