Insights From CNP

5 Metrics Every Call Center Manager Should Know

CNP Technologies

Regardless of the size of your organization, gathering call center data is critical to the success of your business.  Call center managers often struggle to get the data out of their system because it’s either too time consuming to gather or they’re not really sure how to extract it. 

Contact centers have come a long way with technology, but what they often lack is a tool kit to deliver the right metrics.  Organizations like Brightmetrics focus strictly on call center metrics—and operate in the cloud—offering a tool that can help call center managers better manage their team, provide outstanding customer service, and achieve the goals that lead to a growing business.

The ability to pull call center data quickly and easily is invaluable and can literally give you the power to make smart choices and changes in your business that lead to greater profitability.  A call center manager could spend days slicing and dicing data, but how do you interpret that data? What combinations of metrics give you even more valuable information? 

Here are 5 important metrics every manager should know:

  1. Abandon Rate
  2. Queue Times
  3. Handle Time Relative to Calls Transferred
  4. Agent Availability vs Calls Answered
  5. Wrap-up Code Count and Handle Time

Abandon Rate

Measuring abandon rate is very common, but not always used in the right way.  Call center managers often ask us, “What should my abandon rate be?”  Many believe their abandon rate should be 0%.  While this seems like an admirable goal, assuming that you can avoid call drops is not only misleading but unnecessary.  Spending a lot of focus on the abandon rate means you’re probably ignoring other important metrics that could improve service, or scheduling, for example.  For many businesses, the average call center abandon rate is 4% - 8%.  Anything over that can indicate issues with customer service, so if you’re in low single digits, you’re probably right on par with your competitor.

Queue Times

When evaluating queue times, it’s important to include staffing level metrics as well.  This way you can make a better judgment of average queue times based on the entire group effort.  Measuring call center staffing levels will also help you identify times of the day or week that need more focus.  In addition, understanding the dynamic between queue time and staffing levels will allow you to analyze the circumstances by which your customers are willing to stay in the queue longer.

Handle Time Relative to Calls Transferred

When it comes to the customer experience, it’s almost always better to have the first agent handling the call attempt to completely settle the customer’s issue rather than having to transfer them to one or more agents to get it resolved.  Factoring in the average handle time of an agent with the percentage of calls transferred, a call center manager can make some important determinations about the training needs of their staff, the types of calls that are being handled, and the manner in which the customer is being taken care of.

Agent Availability vs. Calls Answered

Evaluating these metrics are most useful if the call center follows a round robin or longest idle call distribution pattern.  Each of these metrics on their own are important to analyze but looking at both availability and calls answered can uncover some important data about the agents handling the calls.  If calls are being sent to a particular agent and an unusually high number are not being answered, then there may be an issue with training (agent not logging out of the group when not available, etc.) that can be easily resolved.

Wrap-Up Code & Handle Time

Again, these two metrics are great info on their own, but looking at both wrap-up code and the average handle time together are important when you’re looking at the call type and the amount of time it takes to handle the call. For example, if there’s a high rate of a certain call type (login issues, password resets) that take a short amount of time to resolve, then it might be an opportunity for an automated solution.  This could free up time for more complex issues for agents and simplify the resolution process for your customers.

The ability to slice up the data any way you want and extract it without spending a day trying to figure out how to do it, is the type of flexibility from a tool that is going to be of most value.  Brightmetrics has been a popular choice for call centers because of the intuitive flow of the application, the valuable data that can be gleaned and the simplicity of set up and navigation.  Whether you’re looking for high-level information or want to drill down to the most minute data, Brightmetrics is a solution that has been extremely valuable to call centers around the globe.

If you’re interested in learning more, consider attending our webinar, or contact us today for a free demo. 


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