Metrics are placed to monitor the effectiveness of the project, identify what's working and what's not, continue best practices and improve areas of opportunities. Here are the most basic metrics that will always be part of you evaluations in a call center.
What is CSAT?
CSAT stands for Customer satisfaction. Simply put, it is a survey given out to customers which rates your overall performance as a Consultant.
What is First Call Resolution (FCR)?
A metric measures the consultant's ability to resolve the customer's enquiry the first time they call about a specific issue. First Call Resolution has been found to be the most important key challenge to improving Customer Satisfaction and call center operational cost. Therefore, focusing on FCR is like hitting two birds with one stone - improved productivity and customer satisfaction.
What is Average Handling Time (AHT)?
This is basically the average time spent in dealing with the customer. This is measured the moment the call comes in up to the end of the after call work time. The components of AHT are the talk time, Hold time and the after work time. Talk time is simply the minutes spent talking to the caller. Hod time is the minutes the call was placed on hold. And finally, the after call work time is the minutes spent wrapping notations which is basically set by the Management and enforced by the Mission Control.
What is a Transfer Rate?
In as much as we want to get all enquiries resolved, there will always be customers calling about an issue that falls outside our support boundary. These are call s that we need to transfer to another support group. Now transfer rate is monitored so that centers can fix their routing capability or broadening their support boundary by doing up-trainings.
What is Abandon Rate?
Calls are meant to be answered like issues to be resolved. Mind you, call center's gains are also computed based on the number of calls they answered or issues they resolve. Abandon rate can be affected by the length of wait time in queue and factors on the caller's side. Factors on the customer's side is beyond our control but length of wait time in queue is controllable. Let us manage our average handling time (AHT) and we'll somehow get this fixed. Less time in a call means more calls to answer which means more issues to resolve.
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