Advanced Metrics Used to Enhance Call Center Performance
Advanced metrics are key to effectively analyzing where a call center is thriving and failing. It will not only help increase productivity, but FCR rates will increase, driving customer satisfaction rates. Here are some of the best advanced metrics to be used in a call center to enhance overall performance.
Quality scores are crucial. By analyzing calls, agents and supervisors can use customers as learning tools for surrounding agents. Recording the very beginning of a call addresses initial interactions, which can set the tone for the rest of the conversation. Upon listening and analyzing recorded calls, giving scores can help to set a bar. See which agents care to advance scores and those who stay complacent.
Teaching time management can help alleviate dropped or unanswered calls. It can also assist with rerouting calls that have agents confused or stressed. That is where FCR really comes into play. Solving a customer’s complaint or concern the first time will reduce the influx of calls and callbacks. Other customers seeking assistance will be able to speak to an agent at a faster rate, which, again, aids in customer loyalty and satisfaction.
With callbacks, it is important to monitor how often they occur on repeat issues, then analyze the root causes of the problems. If resolution is still an issue, listening to a handful of calls from a third-party perspective is helpful. Being unbiased can nip the exact issue in the bud.
Call center selling a product? Use metrics to see which agents excel at sales and understand why. Once this has been done, demonstrate those agents’ methods for others to pick up tips. If an agent does not know where they are lacking, how can he improve? Training agents who are eager to learn will identify which agents are real assets, and those who may be dragging the team down.
Advanced metrics, when implemented properly, will only benefit a call center. Relatively easy to try, employers can pick and choose which work best – not all centers are the same.
Are you using the right metrics to drive success?
Edited by Erik Linask