KPIs & Metrics

Five KPIs Call Centers Need to Track

It’s hard to improve your customer service if you aren’t sure what you should be tracking.

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Key Performance Indicators (KPIs) are measurable values that help you understand how well your business is doing in a certain area. Customer service, specifically the kind that’s facilitated through a call center, isn’t always the easiest thing to track. But by knowing which KPIs to track, call centers can make sure they’re being the best they can be.

Here are five KPIs that call centers should be tracking for success:

  1. Average waiting time: How long are customers hanging out in your queue? Nobody likes waiting in a long line, particularly over the phone. Having to listen to elevator music while waiting on hold for customer service is a cliché that most companies would certainly like to avoid. Minimizing the average wait time of your customers is a great way to ensure that your call center agents are being as efficient as possible.
  2. Number of calls per customer: This is directly related to customer satisfaction. How often did a customer need to call before his or her problem was solved? Was the first customer service agent able to handle it, or did the caller need to be transferred multiple times? Try to keep the number of calls per customer as low as possible if you’re looking to handle problems quickly.
  3. Customer satisfaction: Do you send customers a survey after your customer service team has handled an issue? If so, it’s important to track how satisfied customers were after a phone call. This doesn’t need to be complicated. It can be as simple as asking them to rank their satisfaction on a scale from 1 to 10. If you want to be more specific, you can ask things like whether he or she will utilize your company again or if he or she felt heard and respected by the customer service agent.
  4. Agent turnover rate: How long do your customer service agents tend to work for you? Obviously, most companies desire a low employee turnover, but customer service in particular is an area where employees are likely to experience burnout. Make sure you’re rewarding employees and encouraging flexibility in problem solving so that you don’t experience an abnormally high amount of agent turnover.
  5. Average non-call time: How long are your agents doing things like updating databases, looking up numbers, or doing other work after calls? You usually want to minimize this as much as possible so that your customer service agents are actually spending time talking to customers, not handling data or organizing forms.