Call center efficiency matters – there’s no point in having an efficient and effective call center if your overall performance is less than satisfactory. Here are 8 key performance indicators (KPIs) and metrics to help you measure your call center performance, analyze trends, and take action accordingly.
One of the most important call center metrics is customer satisfaction. Call centers that focus on improving customer satisfaction will see higher returns, better relationships with customers, and less employee turnover.
Not all call centers can measure customer satisfaction using a 1-10 scale, but there are plenty of other ways for managers to monitor their employees’ level of customer satisfaction. Employees can be asked for their opinions about certain aspects of their job or about how satisfied they are with the company in general.
NPS is a trusted gauge of customer satisfaction. A positive NPS indicates that customers are happy with the company’s products or services, while negative feedback suggests that they are not.
The NPS is calculated by taking the percentage of customers who would recommend a business versus those who wouldn’t.
To get an accurate view of how satisfied customers are, it’s important to take into account both positive and negative feedback, as well as the number of responses in each category.
Net Promoter Score (NPS) vs. CSAT
Net Promoter Score (NPS) is a metric that measures the likelihood of customers recommending a company’s product or service. It’s calculated by asking one simple question, On a scale of 0-10, how likely are you to recommend our company? Customers who score 9 or 10 are considered promoters, those who score 7-8 are neutrals, and those who score 6 or below are detractors.
CSAT (customer satisfaction) is an individual metric that helps measure customer satisfaction across various channels.
Help Desk Service Level Agreement (SLA)
A Help Desk Service Level Agreement (SLA) is an agreement between a company and its customer which defines the service levels that are expected. It is also often called a Service Level Agreement.
Help Desk SLAs are one of the most important aspects of any help desk. They determine how you will be compensated when you exceed or underperform expectations, so it’s important to have them in place before they’re needed!
What is a Help Desk SLA?
% of Satisfied customers who are repeat customers
In call centers, it’s not just about the satisfaction of current customers – it’s also about retaining them. It is in everyone’s best interest for a business to have as many repeat customers as possible. A call center with a high percentage of satisfied customers who are repeat customers will be better able to retain clients because they are already familiar with the company and its services. They know that if there is ever an issue, they can get in contact with the company again without any effort on their part.
Customer Churn Rate
One of the most important metrics for call centers is customer churn rate. This metric indicates how many customers you’re losing per month. It’s calculated by dividing the number of monthly customers lost by the total number of monthly customers. The lower this metric, the better.