Call Center Statistics or Performance Metrics.1.Spectrum Call Center Reporting 1Call Center Statistics or Call Center Performance Metrics?There is a difference between statistics and performance metrics. Both are very helpful to the callcenter but are used in two different ways. Statistics are used to show what the current status of theagent or group and performance metrics show how well the agent or group is performing.Statistics can provide a view of what is happening in the call center right now, for the interval or for theday. These statistics are helpful when the agents, team leaders and managers want to know the currentstatus of the call center. Good statistics that show the status of the call center are:. Average Handle Time (AHT) or Average Call Handle Time (ACHT)Calculation: Total talk time + wrap time (After call works)/total calls. Service Level (SL%)Calculation: The percentage of calls answered with a certain amount of time.For example if 80 out of 100 calls were answered within 30 seconds then the service level is 80%.
Mar 04, 2015 An Overview of Call Center Performance Metrics. By Shauna Geraghty. March 4, 2015. Call statistics and call recording analyses for that time period to determine how many issues were resolved on first contact. Service level — the percentage of calls answered within a predefined amount of time. Sales call log and organiser. You will be organised and efficient with this accessible sales call template for tracking sales calls, with worksheets for client contact information and sales call checklist. Call quality is typically monitored by the team leader or quality assurance specialist member. There are commonly two categories of data that are assessed when monitoring QA: Call and customer metrics: these include average response time, handling time, customer satisfaction ratings, NPS ratings, productivity metrics etc.
Somecall centers have a shorter time frame such as 20 seconds or even 10 seconds. Abandon Rate (ABN%)Calculation: Total Abandoned calls / Total incoming callsSome customers are now adding abandon calls from the IVR and Chat sessions to this calculation. Average Speed Answer (ASA)Calculation: The average number of seconds (minutes) it takes to answer a call.If it takes an average of 30 seconds to answer a call then the ASA is 30 seconds. This statistics should bemeasured by interval and for the day. This statistics can change throughout the day depending on thetype of call center. Longest Wait Time (LWT) and Average Wait Time (AWT)Calculation: The Longest Wait Time is the longest a caller has to wait before the call isanswered.
Average Wait time is the average time a caller has to wait before the call is answered. Calls in Queue (CIQ)Calculation: The total number of calls in the queue waiting to be handled by theagents.Some call centers are now adding email and chat queues to the total Calls in Queue.
Stat System Call
Some call centerstrack these statistics separately. ACD Time (ACDT)Calculation: The total talk time by and agent or group (split/skill) spent talking tocustomers.Some call centers view the average talk time to understand the amount of time, on average, that theagent spends on each call.The calculations for each statistic are the industry standard, however, your call center may want or needto measure these statistics in another manner.There are many more statistics that are available and each Call Center manager needs to determinewhat is best for their call center. These statistics and more are available from your ACD. For a completelist of statistics that are available for your call center contact SpectrumSpectrum supports Call Centers by capturing call centers statistics and providing a unique view for theindividual agents, group view for the team leaders and call center view for the managers.
Call Centre Stats Template Excel
Reports canbe generated and displayed on LCD screens, web based reports, desktops dashboards, traditional LEDWallboards, smartphones and email.Agents can improve their efficiencies by knowing how well they are doing compared to their goals andtargets. But, is that enough?Performance metrics provide a different picture of the call center. While statistics show us what is goingon for our call center from our point of view performance metrics will show you what your customersthink of your agents and call center. The team leader or call center manager may be aware of the callcenter status (statistics) but not aware of what the customers think of the call center or how well we aredoing compared to our goals (performance metrics).Performance metrics are used to manage the call center and drive sales, improve efficiencies, andincrease overall customer satisfaction. When the call center performance metrics improve the state ofthe business will improve.
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