Posts Tagged ‘KPI’

Top Call Center KPIs to Watch and Measure

Posted on: January 15th, 2019 by dorarapcsak No Comments

In call centers, everything revolves around numbers and targets. And in such a competitive environment, it’s of the utmost importance to measure and analyze the most important call center KPIs.

KPIs (Key Performance Indicators) are performance measurements that help you evaluate the success of your business – think of them as the fuel that keeps your call center’s engine running.

In this article, we’ve collected some of the most essential KPIs call center managers definitely need to keep track of. Read on to find out what call center KPIs you need to be focusing on!

Customer experience

Customer experience is perhaps the most important call center KPI there is.

Why? It’s simple: if a customer is happy with the customer service they receive from your company, chances are they will purchase again or even recommend your brand to their acquaintances.

Considering this, it’s no surprise that more and more companies are prioritizing customer experience-related metrics.

How to measure it

The easiest way to measure customer experience is simply by asking your customers about it. For example, use customer surveys to compile customer feedback.

Call quality

Put simply, there is nothing more frustrating than when you’re trying to explain an issue to a customer service agent with a phone line that keeps dropping in and out. You can be sure that such situations will not only make your customers lose their patience but also harm your company’s reputation.

Indeed, low call quality results in inefficient communication and a negative impact on customer experience, so you better ensure that the communication channels between your customers and agents is crystal-clear at all times.

How to measure it

There are several ways your call center can mitigate call quality issues. For example, it might be a good idea to implement end-to-end Quality of Service (Qos) to ensure voice quality is high-level throughout. Furthermore, make sure to systematically check latency, as this is often what causes delays.

First call resolution

We have already talked about first call resolution in a different article, and for good reason: it is an absolutely essential KPI to watch out for in call centers.

First call resolution shows whether or not a customer’s need is properly addressed by the customer service team during the first contact. FCR is the main indicator of customer satisfaction, so make sure you think of it as a key priority.

How to measure it

Any issues that require a callback or are escalated during the first contact do not count as a first call resolution.  Luckily there are quite a number of ways to increase first call resolution, including systematic training, increasing agent knowledge bases and reliable call center software solutions.

Cost per call

In the call center business, money talks. Running a call center is extremely costly, so it’s no surprise that reducing costs in a way that doesn’t affect customer experience is always on a call center manager’s mind.

Cost per call is another essential call center KPI that allows call centers to calculate the total cost involved in handling calls during a specific period of time. As well as being an essential KPI, keeping cost per call low is a major priority for any call center manager.

How to measure it

Now that you know that cost per call is an important call center KPI it’s time to check out our previous article and find out how you too can calculate (and reduce) your cost per call!

So, there you have it: customer experience, call quality, first call resolution, cost per call and service level. By focusing on these call center KPIs, your call center will be able to keep track of some of the most important things that contribute to the successful operation of a call center.

How to get promoted to call center supervisor

Posted on: April 26th, 2018 by dorarapcsak No Comments

Working as a call center agent is probably not on the top of employees’ dream job lists. But despite stereotypes, call center agent jobs can be excellent stepping stones to higher positions. For instance, with hard work, you can get promoted to call center supervisor, call center manager, or even head of customer service.

So, you decided to work your way up in the call center industry. It has already been some time since you nailed that agent interview and entered the fast-paced world of call centers. Since you joined the industry, your skillset has definitely expanded: you’ve acquired knowledge and deep understanding of the business. 

You’re clearly a valuable asset to the company, and you feel you’re ready to take your skills to the next level. The good news is your chances are excellent: according to a research conducted by the Call Center School, over 80% of call center supervisors were moved into their positions from call center agent jobs. In other words, 8 out of 10 supervisors were once agents. Not bad, right?

But are you aware of the skills a call center supervisor needs to master in order to get that desired promotion? Here’s some advice on how to get promoted to call center supervisor!

 

Master the ins and outs of your call center agent job

First, let us be clear: call center supervisors have a whole bunch of responsibilities. They supervise and coordinate call center agents and liaise with the management. They also handle escalation calls, customer complaints, and agent requests on a daily basis. So, in short, call center supervisors deal with a lot.

Knowing the ins and outs of your current position is the first and inevitable step towards your promotion. Are you confident in handling all kinds of customer calls? If not, read our blog post on how to handle incoming calls in a professional way.

Do you have a deep understanding of the technical background and metrics? Call center supervisors need to see the whole picture, so if your answer is no, you still have some way to go. Here you can find some pro tips on how to measure call center efficiency.

The biggest challenge for agents working in the call center environment is to stand out from the crowd. Working in a large team of agents clearly makes it difficult to get noticed, but it’s definitely not impossible. It’s all about how you approach work: you just have to be a little bit better than the other agents.

 

Hit your KPIs

Simply put, working in the call center is about hitting targets. Hitting your KPIs is one of your main responsibilities, and something that will surely help you stand out. In a busy call center, you have to be a high-achiever by constantly proving that you can outperform your peers.

Among the several call center KPIs, these are the ones that will help you keep track of your performance: service level, average handle time, first call resolution, average after call work time, and customer satisfaction.

For instance, if you have the lowest average handle time with the highest first call resolution, naturally, the management will want to know how you did it.

So, in short, always keep track of your performance metrics! Hitting your KPIs is probably your best chance to get noticed by the people on top.

 

Go the extra mile – and get that promotion!

Mastering your call center agent job is a great start, but unfortunately it won’t make you a supervisor. Bear in mind that a call center supervisor coordinates a team of up to 100 call center agents, so you’ll need strong leadership and people management skills.

But how you can develop these skills as a call center agent? If you want that promotion, you’ll have to go the extra mile. For instance, participating in voluntary mentorship programs will allow you to get familiar with people management skills.

We’re living in the age of lifelong learning, so consider enrolling in a specialized course to pick up some leadership skills. There are tons of opportunities out there, from customer service schools to online courses. Check the possibilities, and find the right solution for you. For example, Udemy is a great online learning platform where you can find numerous online courses in leadership and people management.

If you master your current position and successfully demonstrate your leadership skills as well, it is more than likely that the people on top will start considering you for that supervisor job.

 

Have your colleagues’ respect

A number of studies show that being well-liked by your co-workers will actually increase your chances of getting promoted. So, it’s time to ask yourself: do your co-workers like you?

Call center supervisors are usually promoted from their call center agent jobs. This means that after getting promoted, you may be coordinating employees who were once your peers. Of course, it’s easier to coordinate people who like you, isn’t it?

So, if you want to get promoted, it’s also important to build a good relationship not only with your management, but also with your colleagues. Start socializing and get to know as many of your co-workers as you can.

Providing help for your colleagues will surely make you valuable to your team, and you will also win your co-workers’ respect. Plus, the management will sooner or later notice your extra efforts, and you can make them aware of your hard work. With some luck, even your peers will support your promotion!

 

So, good luck with getting promoted! A promotion won’t just fall into your lap, but if you go the extra mile, your efforts will pay off! Remember, master your agent job, develop leadership skills, and cultivate the relationship with your co-workers. This will surely get you on the right path.

 

How to calculate your cost and revenue optimization point

Posted on: April 25th, 2018 by dorarapcsak No Comments

How can a predictive dialer really help you with cost and revenue optimization? See for yourself and estimate your own cost and revenue optimization plan with our calculator!

Knowing what your options are when you make a business decision which affects your call center is important. But knowing what the actual results of choosing one of those options could be is even more important. Follows are some actual benefits of one business tool that can potentially transform the way you do business.

 

When time is money, don’t waste yours!

As we mentioned in a previous blog post, a reliable dialer is to an outbound call center what an engine is to a car. But Talk Time – that’s the fuel driving it forward. Put simply, if your agents spend more time talking with customers, they will generate more revenue (click here to find out how you can maximize your Talk Time by using call blending). Of course, there are other factors, such as communication skills, Quality Management, and well-prepared scripts, that can help drive you forward. But if your agents are spending less time talking and more time being idle, they won’t meet their goals and will only start generating costs. The ultimate task for every business owner and manager is to find the golden mean – that happy medium that produces the desired balance between costs and profits. And this is where you need to start to think about cost and revenue optimization.

 

What happens when your contact center wastes precious time?

Running an outgoing contact center is costly. Expenses include the purchase of equipment and services, telephony services, maintenance and other operational costs. And naturally, the employees and agents handling calls are also part of these costs.  But at the same time, they are also responsible for generating the revenue needed to cover the above-mentioned expenses. Here are some simple calculations to illustrate what this means in in terms of numbers.

For example, an agent’s cost per month is 1300 euros for an 8-hour work day, which means that the agent’s cost per hour is 7,74 euros. If this agent uses a manual dialer and has an average Talk Time per hour of 15 minutes, this means a 0,52 euro cost per minute spent on the phone. How many deals does this agent have to close in order to cover these costs and bring revenue?

But, what if the same agent has an average of 40 minutes Talk Time per hour at the same 7,74 euro cost per hour? Their cost per minute spent on the phone will drop down to 0,19 euros per hour! And since they are speaking more than twice as much, chances are they will also sign approximately twice as many deals. This means that with a smaller team of agents who spend more time speaking, you can achieve the same results at a significantly smaller cost. But what about revenue?

 

When talking is money, do it more!

Increased Talk Time per hour can also have a positive effect on the revenue your call center generates. If speaking twice as much decreases costs, it can surely increase revenue as well!

For example, let’s take the agent from our previous case. For every hour of work, which includes 15 minutes of active speaking, the agent generates 10 euros of revenue per hour. Now imagine this agent speaks double the time and sells double the deals. This will in theory bring in double the revenue.

In this example, the agent generates 10 euros worth of Revenue per hour by spending 15 minutes of Talk time per hour. Increase the Talk Time to 40 minutes, and this results in a revenue of around 26,67 euros (more or less) per hour being generated.

Speaking of revenue, with our calculator you can also find out how much you can increase your margin with increased Talk Time. Using the above example, an agent’s cost per month is 1300 euros, and with an average Talk Time per hour of 15 minutes, they generate 10 euros of revenue per hour for your business. This means that your margin per agent is 380 euros. That’s not bad, but let’s see what happens if you increase the average Talk Time per hour to 40 minutes. Your margin increases from 380 euros to 3186 euros. Yes, that’s a 738% growth for your company!

Now, multiply these by the number of agents in your team, and it becomes clear: the longer your agents speak, the more revenue you will get! But how much exactly? Calculate it below!

 

Do the maths!

This is probably not the first time you read an article about the many theoretical benefits of a particular tool or service. But most of the time it is probably also not clear how the tool can actually in practice help you. Your business is not a theory. It’s real and it needs more than an “Imagine if…” kind of article. This is why we would like to show you how a predictive dialer can actually help your cost and revenue optimization plan, in practice as well as in theory.

For this purpose, we have created three calculators that allow you to estimate your cost and revenue optimization needs. Want to know how much you can save on costs and still achieve the same results? Or how to increase your revenue and margin without having to increase your team or costs? Just fill in the required fields and see for yourself! Calculate your current expenses and profits, and discover the best results for your business.

 

Business is all about making the right decisions, and this needs careful planning. Nobody knows your business better than you do. Instead of simply reading about how a predictive dialer can influence your organization, calculate your own estimations today and work out what your business needs to achieve perfect cost and revenue optimization.

Measuring call centre efficiency

Posted on: October 3rd, 2017 by viktorvarga No Comments

Have you ever wondered whether your contact centre is being as efficient as it should be? Here are the results of our analysis of some actual call centre efficiency statistics from our most successful clients.

There are many methods for measuring call centre efficiency and improving it. As a service provider of innovative contact centre solutions, it is extremely important to us that our customers have access to as much information as possible to help them become successful. This is why we have developed our software in a way that allows you to monitor a variety of statistics with just a few clicks. With its detailed reports and indicators you can check exactly how efficient your agents and projects are at any given moment.

However, many companies find it hard to choose the best indicators for measuring call centre efficiency. This is why we decided to analyse statistics from thousands of calls our most successful clients handle. Based on the results, we have concluded that successful outbound contact centres all use the following measurements as a basis for improving their efficiency.

Measuring outbound call centre efficiency

Outbound contact centres usually deal with the sales and promotion of services and products. The effectiveness of their work directly affecting the success of the company they are supporting. Here are the three outbound contact centre measurements which, based on our analysis, are the most important to consider. For a detailed description on how to examine them using VCC Live, please visit the Global Call Statistics section in our User Guide for Supervisors.

1. How many customers have been reached

The law of numbers proves that the more customers you reach, the more successful deals you can potentially sign. Detailed reports and statistics in VCC Live’s software allow you to check how many customers are being reached at any given moment. If the report shows that within a particular period of time of the day your operators are failing to reach an acceptable amount of customers, it may be better for them to concentrate on other tasks during this time.

Measuring call centre efficiency in VCC Live’s software: this measurement is shown in the Reached column in the Global Call Statistics menu.

2. How many calls end with a successful deal

This statistic can be monitored via daily and hourly breakdowns with average results, helping you measure the efficiency of the whole campaign or team. If the team’s average results do not meet expectations, you may need to review your processes or script. If only a few operators fail to meet results, then you need to take an individual approach with them.

Measuring call centre efficiency in VCC Live’s software: this measurement is shown in the Success and Success/hour column in the Global Call Statistics menu.

3. How much time agents spend speaking

Using a predictive dialler helps operators reach more customers and maximise the amount of time spent speaking with them. VCC Live’s predictive dialler can help agents to increase their Average Talk Time with customers to an average between 40 and 49 minutes per every hour. Taking into consideration the mandatory breaks specified by local labour laws, of course. For example: your local laws specify that agents need to take a 10 minute break per hour of work. Even then, out of the remaining 50 minutes, our predictive dialler can help you achieve between 40 and 49 minutes of active talk time. The remaining time is called Average Available Time – the time agents spend between two calls. In addition to Average Talk Time and Average Available Time, it is also important to measure the Average Handle Time and identify the most optimal average amount of time spent with a customer on the phone.

Calculating Average Handle Time:
(Total Talk Time + Total Hold Time + Total After-work) / Total number of handled calls* = AHT
(* unanswered calls initiated by a dialler are not included)

Measuring call centre efficiency in VCC Live’s software: this measurement is shown in the AVG call and AVG handle-time column in the Global Call Statistics menu.

Example measurements for outbound sales of products

Reached: 57%
Success: 9% (Success/hour: 1.1 deals per hour)
Average Talk Time: 38 minutes 4 seconds per hour
Average Handle Time: 2 minutes 7 seconds
Average After-call Work: 33 seconds
Average Call Time: 1 minute 34 seconds
Average Available Time (between two calls): 15 seconds

Example measurements for outbound sales of services

Reached: 31%
Success: 47% (Success/hour: 1.4 deals per hour)
Average Talk Time: 37 minutes 12 seconds per hour
Average Handle Time: 4 minutes 3 seconds
Average After-call Work: 1 minute 7 seconds
Average Call Time: 2 minutes 56 seconds
Average Available Time: 18 seconds

For further KPIs relevant in measuring your call centre efficiency, please visit our Key Performance Indicator page.

Measuring inbound call centre efficiency

Inbound call centres typically deal with technical and service support, business support, or TV and catalogue-related sales activities. Based on our investigations it appears that the most successful inbound call centres measure their efficiency with the criteria described below. For further information on how to the examine them, please visit the Global Inbound Call Statistics page in our User Guide for Supervisors.

Customer wait time

While the Target SLA shows the percent of calls accepted within a set timeframe, Average Customer Wait Time shows you the actual time customers have spent waiting for an agent within the IVR. This allows you to check how much time your customers spend waiting, which can be especially helpful if sales targets are not being met.

Measuring call centre efficiency in VCC Live’s software: this measurement is shown in the Time in queue column in the Global Inbound Call Statistics menu.

SLA

All Service Level Agreements normally have a clause that deals with the timeframe within which inbound calls are required to be accepted by an agent (Customer Wait Time) – this is called Target SLA. The achieved SLA is indicated as a percentage, showing what percentage of inbound calls have to be answered within the maximum Customer Wait Time. Based on our analysis, the maximum Customer Wait Time should not be set to more than 1 minute.

Measuring call centre efficiency in VCC Live’s software: this measurement is shown in the SLA column in the Global Inbound Call Statistics menu.

Average Handle Time

As with outbound call centres, the Average Handle Time (AHT) allows you to identify the optimal time your agents spend speaking with customers. AHT shows the average time an operator spends with call-related activities, be it actual speaking, hold time, and any after-call activities and administration. It is calculated by using the following formula:

(Talk Time + Hold Time + After-work) / Total number of handled calls* = AHT
(* unanswered calls initiated by a dialler are not included)

Measuring call centre efficiency in VCC Live’s software: VCC Live’s software automatically shows these results as AVG call and AVG handle-time in the Global Inbound Call Statistics.

Example measurements for inbound B2B support

SLA: 95%
Average Handle Time: 3 minutes 39 seconds
Average Talk Time: 3 minutes 15 seconds
Average After-call Work: 24 seconds
Average Customer Wait Time: 8 seconds

Example measurements for inbound purchase orders

SLA: 80% (missed calls are handled with callback)
Average Handle Time: 6 minutes 11 seconds
Average Talk Time: 5 minutes 3 seconds
Average After-call Work: 1 minute 8 seconds
Average Customer Wait Time: 18 seconds

Example measurements for inbound tech support

SLA: 94%
Average Handle Time: 3 minutes 32 seconds
Average Talk Time: 3 minutes 12 seconds
Average After-call Work: 20 seconds
Average Customer Wait Time: 12 seconds

Call centres are dynamic areas of business which are often closely related to other activities within a company or organisation. Their efficiency can strongly affect results such as sales and customer retention. As such, is of the utmost importance to regularly measure your call centre efficiency and the impact it has on your business. As a service provider it is important for us to help enable your call centre to become more efficient. This is why we aim to make all your operation’s statistics and results easy to access. We hope that the examples mentioned above will help you in the quest to measure your call centre’s efficiency more accurately.