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Call Center Owners: How Software Uses Call Center Metrics to Improve Employee Management

The call center is an essential part of any business. Whether you’re selling a physical product or an intangible service, the customer service department plays a critical role in connecting with potential customers and ensuring they have what they’re looking for at the right price.

Call center owners and managers are tasked with overseeing their employees and ensuring customer satisfaction. Call center agents are typically responsible for interacting with clients, whether sales representatives or technical support agents who help customers troubleshoot issues over the phone.

While it’s essential to retain good employees, it’s also essential to help those lacking in a certain respect. Think of it as preventative damage control.

And how can you achieve this? Well, by analyzing your call center metrics.

What are Call Center Metrics?

Call center metrics and KPIs provide an outline of performance and an overall picture of where your call center is at in terms of efficiency. This data comes from various sources, including customer surveys, agent feedback, training records, service levels, and several other key indicators.

Understanding how these factors come together allows you to make informed decisions about how you will improve your business. It also gives you a benchmark for measuring future improvements. Here’s how some of the best call center software tools use call center metrics to help you manage your employees more effectively.

Loss Ratios Section: The Key Metric Used to Determine Agents’ Performance

Many companies use the loss ratio as a metric used by many companies that measure how often agents handle cases (customer calls or chats) versus how often they return to the queue. It can be calculated as a percentage, in which case it is referred to as an agent’s loss ratio, or on a numeric scale between 0 and 100.

If an agent has a low loss ratio, they handle more cases than were returned to the queue. If an agent has a high loss ratio, they handle fewer cases than were returned to the line. A low loss ratio shows that you are getting results from your employees; however, a high loss ratio may indicate issues in employee training or performance management systems.

Abandoned Calls Section

An abandoned call is any call that an agent never answered. In most cases, these calls ended because your customers got frustrated with being on hold or couldn’t get through in time. By tracking and monitoring abandoned calls, you can identify trends in customer behavior and determine if there are any areas of improvement for your agents.

For example, you might notice a spike in customer abandonments when working specific shifts. This information could reallocate resources more effectively or schedule employees more effectively during high-traffic times.

Average Handle Time Section: Calculating Agent Performance

Agents are often paid based on performance. While it’s tempting to look at how many calls an agent has handled during a shift or day, average handle time is more telling of interpretation. Instead of rewarding agents for taking as many calls as possible, focus on customer satisfaction.

Your call center software will calculate a metric known as average handle time (AHT), simply the average amount of time spent per call by each agent over a certain period.

To Sum It Up

To ensure optimal productivity, management teams must understand how you can use call center metrics in conjunction with workforce management software. Unfortunately, interpreting call center metrics can be a daunting task with such an array of metrics and unlimited ways to view them. This is where top-notch workforce management software comes into play.

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