Call Center Performance Metrics
What are some standard call center performance metrics?
I have worked in call centers for the last 9yrs. Some basic metrics would be:
Call Quality – how well you handle the call and the tone, attitude and result of the call.
Average Handling Time – this metric is used to see how long it takes you to handle the call from opening to complete wrap up. This metric measures your ability to efficiently and promptly resolve the caller’s inquire(s).
Talk Time – the metric measures your ability to effectively communicate with a caller without having to place the caller on hold; the more confident you are in your responses, the quicker the call will be.
Call Work – this is a metric where an agent uses additional time to complete a call after the caller has disconnected; by using this metric, it would indicate to an employer that you cannot multitask (talk & type) with the caller on the phone. This is metric generally a low number. Employers don’t like call work.
Hold time – self explanatory…the amount of time you places callers on hold.
Calls per hour (CPH) – how many calls an agent takes per hour….measures agents ability to efficiently, accurately and promptly get in and out of calls.