5 Call Center Metrics You Should Start Tracking Today

- Hey, this is Tom with Nextiva.
In this video, we're gonna list the top five
call center metrics and how they can help you
get a well-rounded understanding
of your call center performance.
Number five, call volume and peak hour traffic.
The call volume metric measures all of your inbound
and outbound calls from your call center
over a given period.
Many organizations categorize call volume into total calls
handled by an agent and the total calls handled by
an automated system.
Peak hour traffic is related to the call arrival rate.
This metric identifies the specific times of day
with higher call volumes.
Knowing peak hour traffic helps companies determine
the resources to handle this traffic.
Number four, CPC or cost per call.
CPC refers to the average cost incurred by a call center
for each call it handles.
This metric shows how much it costs a call center
to run its operations.
It also gives insight into whether a call center
is operating cost efficiently
and allocating its resources well.
Companies commonly set an ideal CPC and work to achieve
and maintain this threshold.
To calculate your CPC, divide the total cost of all calls
by the total number of calls.
Number three is first contact resolution or FCR for short.
FCR refers to the successful resolution of a customer's
issue within the customer's first call.
Solving an issue the first time without a customer
having to call multiple times, contributes to excellent
customer experience and is huge for maintaining
overall customer satisfaction.
This metric is great for assessing the effectiveness
of your call center.
To calculate, divide the total number of reported issues
by the total number of calls
or the total number of first call resolutions
by the total number of calls.
Number two on our list is average handle time,
also known as AHT.
This metric is the average amount of time
to handle a call from start to finish
and includes hold times and after call tasks.
You can use this metric to set team benchmarks
and to discern which agents need further training
to handle customer calls.
To calculate AHT. there is a little bit of math involved.
Take the total talk time, plus the total whole time,
plus the total after minus the call work time
and divide that total by the total number of calls.
And the number one metric to monitor your call center
is your net promoter score or NPS.
This score is perhaps the most accurate measure
of how much your customers love your brand.
It relies on customers ranking your experience
between one and 10.
Promoter scores give nine to 10 while passive
and detractors give seven to eight and zero to six.
The best way to gather NPS is Through
well-timed customer surveys.
If you want to get a full list of call center metrics
you can use to help assess your progress,
take a look at the blog post below.
Also, if you found the information in this video helpful,
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Again, this is Tom with Nextiva and we'll see you next time.