10 metrics for Inbound Call Center Performance - Part 2

8 min read
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In this article, you will learn about several crucial metrics for tracking the performance and efficiency of an inbound call center. These metrics include Customer Retention and Churn Rate, Service Level Agreements (SLAs), Average Handle Time (AHT), Average Call Transfer Rate, and Agent Schedule Adherence. Understanding and measuring these metrics can help improve customer satisfaction, reduce churn, and enhance overall call center operations.

Key Takeaways:

  • Customer Retention Rate and Churn Rate help evaluate the success of retaining customers over time. Aim for a low churn rate and focus on developing effective retention strategies.
  • Service Level Agreements (SLAs) ensure operational standards are met and can impact contract renewals and penalties. Monitor factors that affect SLA compliance, such as call times, tickets, and agent absenteeism.
  • Average Handle Time (AHT) measures the time agents spend handling customer issues. Improve AHT through coaching, quality training, automation, and user-friendly CRM tools.
  • Average Call Transfer Rate reflects the number of calls transferred to other departments or supervisors. Minimize transfers to enhance customer satisfaction and identify areas for improvement.
  • Agent Schedule Adherence tracks agent efficiency within their schedules, reducing missed calls, non-productive hours, and attrition. Utilize automated workforce management tools to optimize agent performance.
  • Accurate data collection and analysis are essential for effective call center management. Consider utilizing advanced software like FIVE CRM for prompt tracking and analysis of these metrics.

Tracking performance and efficiency at an inbound call center is imperative to understand how your establishment is doing. There are many factors that need looking into for call center agents to understand their performance and provide the best customer service.

Since customer service has become the main factor that drives sales and productivity, inbound call centers need to track some important metrics that help in analysing productivity and performance. Continuing from our last blog, here are the most important metrics to track.

Customer Retention and Churn Rate

Customer Retention Rate also abbreviated as CRR and Customer Churn Rate, known as CCR, both work in tandem for any organisation. The rate of retention is the average percentage of customers who have been with your brand for many years and reuse your products and services over time. On the other hand, Customer Churn Rate is the average percentage of customers that aren't doing business with you anymore.

These metrics help you in understanding how well your inbound contact center is able to retain customers. Usually, a 5-7% annual churn rate is the industry average, meaning the monthly churn rate should be lower than .5%.

Customer retention and a reduced churn rate can be achieved by focusing on the problem at hand and finding a creative solution. It is also good to keep in mind that not all customers can be retained and some will drop out over time. Adapt to that and create better retention strategies that can work.

How to calculate - Customer Retention Rate can be calculated by adding the total number of active customers in a certain time period and subtracting the total number of newly acquired customers in that same time. Customer Churn Rate can be determined by dividing the total number of customers and then multiplying that number by one hundred.

Service Level Agreements

A Service Level Agreement or SLA is signed between the vendor and client, stating the operational standards and requirements of the call center. This KPI helps in measuring the center's alignment with these set targets.

Certain factors such as high call times, more tickets, unplanned service outages, agent absenteeism, and more can affect this metric, which is why these factors need to be looked into. Without doing so, there are chances of the call center losing the contract or even get penalties.

How to calculate - SLA is calculated by dividing the sum of calls that were answered within a threshold by the total number of calls and total abandoned calls. This number is then multiplied by one hundred.

Average Handle Time

Average handling time or AHT is the time that each call center agent spends handling customer issues and communication. This time also includes customers being placed on hold as well as the after-call back-office tasks the agent has to complete.

AHT can be improved by using coaching and quality training techniques that also include tool familiarity. Automation using a CRM is another feature that can help expedite these processes as it provides a user-friendly interface and ample tools for automatic call logging, call routing, call recording, and more.

How to calculate - The AHT can be calculated by adding up the total talk time of the agent, the total hold time, as well as after-call work time, and then divide this number with the total number of calls made by the agent.

Average Call Transfer Rate

The Average Call Transfer Rate can be analysed to understand how many calls were transferred to another supervisor or department. Customers can get frustrated with long wait times and constant transferring of their calls, and may even feel your company isn't at par with handling issues.

Monitoring this metric can help increase customer satisfaction and pointing out areas of improvement, may it be agent mishandling or inefficient call routing. An easy to navigate IVR system is a great solution as it can help direct customers to the right department instead of them being transferred from one department to another.

How to calculate - Calculate Average Call Transfer Rate by dividing the total number of calls transferred with the total number of calls taken and then multiple that number by one hundred.

Agent Schedule Adherence

Agent Schedule Adherence helps managers keep track of whether call center agents are efficiently working within their schedule. Keeping an eye on this metric allows call centers to reduce missed or abandoned calls, non-productive hours, and agent attrition.

This can be remedied by using automated workforce management tools that help the agent expedite processes and more successfully handle calls with less friction with customers.

How to calculate - Agent Schedule Adherence can be calculated by adding the time the agent is available and dividing it with the agent's scheduled work.

Measuring the required KPIs is a crucial factor that affects the success of a call center but above that, this data's accuracy also matters. Having the right data and knowing what to do with it is how you can set yourself apart.

If you are looking for a perfect solution for your inbound call center and want to ensure smooth running, look no further than FIVE CRM for all your needs. Our advanced, scalable software comes with the required features to ensure prompt and real-time tracking. You can also measure and analyse metrics like the ones above to get a bird's eye view of your business.

Get in touch with us now to know more!

Michael King says...

"I can’t think of a time where a client has requested something that we weren’t able to do with FiveCRM. Unlike most systems, it has a lot of flexibility."

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Managing Director, Senior Response


“Each client, and each of their campaigns, has its own unique specifications. We essentially needed to set up mini CRMs on one platform to meet those requirements.”

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Operations Director, Team Telemarketing

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