Introduction to Call Center Metrics Calculation:

Call centers are a delicate operation. You need to balance your bottom line, customer expectations, agent needs, and a whole host of metrics from average handling times (AHT) to first call resolution (FCR) and more. 

Pointillist lists a total of 27 essential metrics and KPIs call centers should track.

It'd be easy to get overwhelmed with all those numbers, but a successful call center isn't just about figures. In a report from Microsoft, 97% of consumers listed customer service as a vital factor in brand loyalty and buying decisions.

Focusing too much on calls per hour can negatively impact your customer relationships. On the other hand, only tracking customer satisfaction can cost you in effectiveness and efficiency. 

At Process Street, we've designed this template to help you prioritize the metrics you need when you need them - and don't worry. There aren't anywhere near 27 of them.

This checklist concentrates on the 6 most important metrics and your forecasting accuracy. When you finish the checklist, you'll even be able to export the results into a spreadsheet, or send them directly to your client!

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Enter checklist details

First things first: we need to enter some details about this report. We've included the most basic form fields: date, short text, and email to get you started. 

Marking specific fields as required means the task can't be completed until information is entered into those fields.

You can add, delete, and rearrange fields to suit your needs. Learn more about editing templates here. 

Metrics:

This section focuses on gathering all of your important metrics together in one place. A manager or supervisor can either input these manually or import them from a spreadsheet or another checklist via Zapier integrations. 

Check out the video below for more ways you can automate your workflow with Process Street!

Workflow automation with Process Street

Evaluate first call resolution

FCR is the make or break of call center metrics. For every 1% improvement in FCR, operating costs are reduced by an equal 1%. Not only that, but CSat improves by 1%, and employee satisfaction (ESat) can improve up to 5%.

A good FCR will also increase sales opportunities, reduce at-risk customers, and create higher-performing CSRs. This is one metric you simply cannot afford to overlook.

Review abandon call rate

The abandon rate is the percentage of customers who hang up before their call is answered. This lets you know how satisfied customers are with wait times, as well as serves as an indicator of whether or not your call systems are out of date. 

A good abandon rate is between 5-8 percent, but depending on call volume this number could be as high as 20 percent. 

Enter average speed of answer

Average speed of answer (ASA) is a measure of how long it takes for your customers' call to be answered.

Generally, the aim is to keep this at no more than 28 seconds. The industry standard, on the other hand, averages at 80/20 (80 percent of calls answered in 20 seconds), with some call centers striving towards a 90/15 model. 

A number of reasons could impact your ASA. Your agents may be underperforming, or lack the necessary training. It could also be something as simple as updating their work tools. 

You want to address it quickly, though, so your CSat score doesn't fall too much.

Service level = calls answered within target / total calls * 100

Input average handling time

When optimizing average handling time (AHT), you need to be careful that agents aren't being rushed to finish calls too quickly. As a result, there isn't an overall industry ideal for AHT. 

To determine your target, you want to focus on low handling times with high CSat scores. This will show that issues are being resolved quickly and effectively, without ending calls too early or forcing customers to call back. (Both of which lower FCR and CSat.)

Improving AHT will improve customer experience and operational performance while reducing costs in the process. 

The work doesn't always end when the call does, so it's also good to keep an eye on how much time agents are spending on tasks after the call. 

Determine customer satisfaction score

Customer satisfaction (CSAT) is often a result of several other metrics combined, and will give you an overall picture of how your call center is performing. 

CSAT is a reflection of your FCR, AHT, ASA, and even ESAT scores. Your agents' happiness and job satisfaction directly impact how positive or negative your customers' experiences will be. 

Your Net Promoter Score (NPS) and Customer Effort Score (CES) are closely related to CSAT, and you'll want to keep them in mind when assessing your CSAT score.

Assess employee satisfaction

Call center turnover is a huge problem. It increases recruiting and training costs, impacts occupancy rates, and reduces productivity in every area of the call center. 

Agents have a challenging job. Their days are often repetitive and tedious, customers are usually frustrated and upset, and there is very little room for advancement. 

The more aware you are of employee morale, the more equipped you'll be to handle it head on. 

Examine forecast accuracy

Your forecasts have to be accurate. There's no ifs, ands, or buts about it. 

You need to know how many calls you'll have, when they'll occur, and how long it takes to resolve issues (both during and after the call).

Understanding these metrics will enable you to appropriately schedule your employees, manage both agent and customer satisfaction, and keep your call center running smoothly and efficiently.

Plus, it reduces costs, and that's always a good thing. 

Summary:

An approval task is used in this section.

This task should be assigned to whoever is responsible for verifying the report. 

A stop task has also been added, so the checklist can't be completed until the summary is approved.

Automate your approval workflow with Process Street

Collect metric percentages

This task collects the percentages from all of your metrics to provide a clear, easy to scan assessment of how well the call center is doing.

Using Zapier integrations, you can automatically calculate your metric averages and have them entered into the fields below.

You can also use Zapier to export these results into a spreadsheet for further review.

This will help reduce human error and prevent re-entering the same information over and over. 

Approval: Assign to manager

Will be submitted for approval:
  • Collect metric percentages
    Will be submitted

Send report to client

TEXT

Complete checklist

Congratulations!

You have successfully completed your Call Center Metrics Calculation Checklist!

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