Top 10 Call Center Metrics

Posted by ICCS BPO on Saturday 4th of July 2020

Call center executives are the frontline workers for carrying out the business essentials for any business process outsourcing organization. Industry experts believe that it is really important to follow a set of established standards in order to deliver the best services to the customer, over the preferred mode of communication i.e, phone call, messages, email, chatbot etc.

Some of the most commonly used call center metrics are:

Call Center Metrics: 

Call Abandonment Rate

First Call Resolution

Average Handle Time

Service Levels

Adherence Rate

Customer Satisfaction Rate

Average Wait Time

Occupancy Rate

Cost Per Call

Attrition Rate

Call Abandonment Rate:

Call abandonment rate decides the levels of productivity in the business niche. Usually, customer expects to get in touch with customer care executive in the least possible time. Delay to answer the call can result in abandoned calls, which can significantly drop the productivity level of call center services.

Formula for call abandonment rate is mentioned below:

Ar (%) = (Ac / n)*100

Where, Ar= Abandon Rate, Ac=Abandoned Calls, n=Total Number of Calls.

First Call Resolution:

First call resolution means offering the complete resolution to the query raised by the customer, discarding any sort of need for follow-ups calls from the end of executive or customer.

Higher the percentage of first call resolution the better customer satisfaction rate!

First call resolution can be calculated by following the given formula-

FCR (%) = (Number of FCR Calls / Total Number of Calls)*100

Where, FCR= First Call Resolution.

Average Handle Time:

Average Handle Time (AHT) is the sequence of Average Talk Time (ATT) and After Call Work (ACW). Call center service provider actively works on deflating the AHT, which further bolsters in extracting the cost related to the same, in the favour of an organization. Average talk time is the time required for creating the sales and raise a ticket for the required purpose and its subsidiaries.

Formula is mentioned below:

Avh = Avt + Afw

Where Avh=Average Handle Time, Avt=Average Talk Time, Afw=After Call Work.

Service Levels:

The service level can be counted as a percentage of calls answered in the call center company, within the predefined time span.

The more number of calls answered in time, the better will be the service level, which is further responsible for driving successful business and its related benefits.

Several call center service provider affirm the factor that they tend to reach the service level standards to 80/20 i.e; 80% of calls to be attended in the first 20 seconds of a call's ring.

80/20 Service Level Standard i.e; 80% of Calls to be Attended in First 20 Seconds of Call’s Ring

Adherence Rate:

Adherence is one of the important call center metrics used to closely monitor the activities of agents, adhering to their targeted schedule.

The metrics are used to analyse the performance of call center executives by registering the paid hours and paid lunch hours.

Adherence: (AHT + AT) / (Paid Hours – Paid Lunch)

Where, AT= the amount of time an agent is willing to have a call.

Customer Satisfaction Rate:

Customer satisfaction is the most required agenda held by any call center company.

More satisfied customer results in more future sales opportunities. The call center service provider can lay its hand on statistics through conduction of  survey, feedback calls and many more…

Customer Satisfaction Rate (%)= (Number of Satisfied Customers/ Number of Survey Responses)*100


Average Wait Time:

Average wait time is the measures responsible for reducing the wait of the customer in the queue of getting in touch with the real-time executive. The call center service provider prepares to decrease the average wait time over the phone call by advocating the use of Interactive Voice Response (IVR), Automatic Dialer and Predictive Dialer.

The less the average wait time for a caller, the less will be call abandonment rate!

Average Wait Time = (The Total Time Your Customer Wait in Call Queues/ The Total Number of Calls Answered by Agents)

Occupancy Rate:

Occupancy is one of the most important call center metrics used to monitor the productivity of an agent.

Occupancy rate helps in determining the time utilized by the executive and also identifies the depth of responsibility on the shoulder of the executive in the call center company. If the occupancy rate is less than 70%, the executive might not be delivering its best of the services to the organization.

But, if the occupancy rate is more than 80%, it signifies that the executives might be overburdened with the task allotted to him.

OcR = TcT/(TcT+Avt)

Where, OcR=Occupancy Rate, Tct=Total Call Time, Avt=Available Time.

Cost Per Call:

Cost per call can vary on the basis of the number of executives, holding the responsibility of inbound call centers.

Cost Per Call= Call Per Hour/ Executive’s Hourly Income

Attrition Rate:

It is prominent for the call center service provider to measure the percentage of attrition i.e; employees leaving the organization for voluntary or involuntary reasons.

Attrition Rate (%)= Number of People to Leave the Call Center/ Number of Positions in Call Center

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