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How to Measure the Performance of Your Contact Center?

The performance of your Contact Center is a direct function of your customer satisfaction and retention. Especially, for the businesses for which retaining a strong customer base is more valuable than acquiring a new customer (telecom, banking, finance, etc.), a highly productive and efficient call center can make all the difference. While a state-of-art robust Contact Center Software will report detailed analytics to you in real-time, knowing which metrics are crucial to evaluate is critical.

In this post, you’ll get to know about the metrics that will enable you to measure the performance of your contact center service.

Let us get going!

Call Abandon Rate

Average Call Abandonment Rate is the metric that will tell you about how many customers leave the call even before talking to your contact center service agent. It does not directly tell about the contact center’s performance, but indicates towards a problem that your customers and the agents might be facing. If your average call abandon rate is high, checkout with your agents to narrow down the possible cause.

Call Block Percentage

This metric shows the number of customers that receive a busy tone when they try to connect with your contact center service agents. If your call block percentage is high, then either your agents are not getting enough time to resolve multiple queries, or your call center capacity is small. If you figure this to be an obstacle, then you must do everything you can to reduce the rate of the calls blocked. If the number grows, it will directly add up to your customers’ frustration and cut down points for your customer servicing.

First Contact Resolution

First Contact Resolution of FCR is a key performance indicator used by most of the high performing contact center solutions and software. FCR can be defined as the number of customer queries resolved in the very first call or contact with the agent. A high First Contact Resolution rate indicates two crucial aspects;

  • Your agents’ capabilities for solving customer queries as fast as they can
  • A higher customer satisfaction level once their query gets resolved without much effort

It comes highly recommended that you encourage the FCR policy to your call center team, and motivate them to deliver upon it as it a significant KPI.

Average Queue Time

Your customers might be patient for the initial few seconds, but as the average queue time goes up, either your average abandon rate will go higher, or you’ll receive more escalations. If your customers are facing lengthy queue time, you can ask your agents about the same, and give them a target to resolve ‘n’ number of queries in an hour.

However, other thing you can do is to promise your customers to get back to them as soon as the agent is available. In fact, you can avail for a missed-call service facility with your contact center solution.

Service Level

Another direct indicator of your contact center’s performance is the Service Level. Service Level is an efficiency indication metric that is defined as the number of calls answered in a given time-frame in seconds. This KPI is often measured in real-time to rate the agents based on their productivity.

With the above-mentioned pointers, you can optimize your contact center’s performance. All you’ll need is reliable and robust contact center software, which will help you get real-time view of your customer support team’s performance and productivity. Get started today!


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Written by Avinash Mittal

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