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!
But what is Process Street?
Process Street is super-powered checklists. It’s the easiest way to manage your recurring tasks, procedures, and workflows.
Create a checklist template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.