Call centers are prominent hubs of business-customer interactions. And these interactions can profoundly impact the customer experience. Customers expect service that is knowledgeable, helpful, and most of all, fast. Call centers can provide excellent service by focusing on the following Key Performance Indicators (KPIs) for improving call center efficiency.
Do customers often give up when trying to get through to your call center due to long hold times? High abandon rates mean agents are taking too long to successfully complete most calls, causing extraneous wait times. Customers who hang up in frustration may try to call again later, or they may go to your competitor. However, agents that complete calls in a timely manner help keep abandon rates low, leading to more satisfied customers.
Average Handle Time (AHT)
One KPI that influences abandon rates is Average Handle Time (AHT). The faster your agents can successfully complete a call and move on to the next one, the better. Once you’ve narrowed down which agents’ AHT rates are particularly high, see where they may need extra training in specific areas. This will empower them to make informed decisions independently. You will then see AHT rates go down as a result.
First Call Resolution (FCR) Rates
People expect an answer to their questions or resolution to their issue the first time they call your business. When customers have to call your business multiple times for the same reason, it can negatively impact the customer experience. Your agents should be well versed on the best ways to handle a variety of calls and situations.
Using automated tools, such as call transcriptions and scorecards, will more quickly uncover what’s working, and what’s not working. This not only helps your agents, but automated call center tools are also a must-have for improving call center efficiency. And it will improve your FCR rates.
Customer Satisfaction (CSAT) Scores
Keeping your customers happy is most likely a top priority. You can help guarantee high CSAT scores by making your customers feel valued and heard. By using sentiment analysis, you give agents the skills they need to convey empathy during conversations. This allows agents to connect with customers on a deeper level, conveying empathy and a genuine desire to help. It can also help agents better handle difficult situations and enhance the overall customer experience.
Cost Per Call
Do you know how much it costs to manually review calls each month? The answer is probably a lot higher than you may expect. And it’s especially daunting when you consider the number of calls reviewed compared to the number of calls that agents handled. However, facilitating an automated review strategy can help provide 100% visibility into all your calls at a greatly reduced cost. The time and effort it takes for a manual QA call review process is simply not cost effective.
Learn More About Improving Call Center Efficiency
These are just some of the KPIs to focus on for improving call center efficiency. An automated speech analytics solution can reveal other areas that require attention faster and with greater precision than manual monitoring. Agents can then receive better training to help become more productive, which leads to a better customer experience. And that’s always a good thing.
Learn how an automated speech analytics solution can help your call center when you schedule a 15-minute demo of CallFinder!