7 Call Centre Metrics To Measure Your Customer Service

Monitoring and analysing certain trends and patterns of your customer service is vital when making improvements to the services you offer. These metrics and indicators measure different aspects and areas of a call centre and these are seven call centre metrics to measure your customer service.

Customer satisfaction

One of the key objectives of customer service is customer satisfaction, which is why several companies opt for call centre outsourcing for their inbound lead generation and live chat support services. Customer satisfaction is an important metric that can be used to measure your customer service and a UK call centre may use a Net Promoter Score and other surveying tools to quantify customer satisfaction and obtain customer feedback.

By monitoring customer satisfaction, the business can understand how effective their customer service is. If they find their customer satisfaction measures to be low, a business can consider customer service outsourcing, which will give them access to a range of services like telemarketing and live chat support services.

Service level

A call centre will set service level goals to ensure high customer satisfaction. This is the percentage of calls that are answered within a specific period, for instance, calls answered within 30 seconds. When you study this metric, you can have a better understanding of the resources required to fulfill customer needs, and if your business has them.

If your service level is low, it might be time to consider call centre outsourcing, which will give you access to the resources required to maintain high service levels while also giving you access to additional services like inbound lead generation and outbound lead generation.

Call availability

While it is important to measure how long it takes for a call to be answered, it is also important to measure how often call centre reps are available to answer calls as well as how long it takes for an issue to be resolved. A UK call centre will use this measure to ensure their teams are adhering to their schedule and inquire if a rep was busy or absent on a day when their call availability is low.

This measure is also useful when studying and identifying peak hours of operation and adjusting staffing and scheduling to meet increased demand.

First-call resolution

This is an important metric to measure your customer service as it looks at the percentage of cases resolved during the first call between the call centre and the customer. Low first-call resolution rates indicate a high customer churn rate, which is the rate at which customers stop doing business with an entity.

Studies show that a very small percentage of customers whose issues are resolved during the first call with a customer care centre is likely to churn while this percentage increases significantly when the problem is not resolved during the first call.

Call center companies UK will monitor this metric to measure their customer service.

Contact quality

Call centre companies UK use quality control specialists to analyse random call recordings to see how the rep handled the interaction and the accuracy of the information provided. This measure can be used by a call centre UK to develop a consistent tone and message for every call.

Call centre outsourcing can help you carry out contact quality analysis with their teams of professionals that are equipped with software and tools.

Abandon rate

When a company decides to outsource CCTV monitoring services, lead generation services, or customer centre services, they will study various metrics to identify areas that need adjustment and improvement. Abandon rate, which is the percentage of customer satisfaction of wait times and call experiences, is one such metric.

Abandon rates can give call centres an idea of their calling systems and if they are out of date and need updating. If, for instance, customer satisfaction is high but so are abandon rates, this might be an indication that the call systems of a UK call centre are outdated.

Average handling rateThe average handling rate or AHR is the number of times customers spends on each call with the customer service rep. The lower the AHR, the better the customer service of the call centre. For better average handling rates, consider customer service outsourcing, which will give you access to an array of additional services like inbound lead generation, outbound lead generation, telemarketing, and live chat support services. You can also opt to outsource CCTV monitoring services.