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Inbound call center campaign :silhouettes:, : : - Coggle Diagram
Inbound call center campaign
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1. First-Contact Resolution (FCR)
FCR is the percentage of calls resolved on first contact without escalation or follow-up.
Repeated calls take time and resources.
Handle calls quickly and accurately to save and increase FCR.
2. Average Answer Speed (ASA)
ASA is the time it takes a representative to answer a call after a customer leaves the IVR (interactive voice response).
To reduce abandonment rates, keep this number low.
Increase headcount or adopt an omnichannel strategy to reduce abandonment.
3. Average Handle Time (AHT)
Interaction duration is AHT.
This includes talk time, after-call work, and customer holds.
A low AHT keeps customers happy and staffing low.
4. Abandoned After Threshold
This KPI measures call drops after a certain time.
To identify customer drop-off points, compare this to the total number of dropped calls.
The true measure of dropped call efficiency is this metric, not the total abandonment rate.
5. Customer Satisfaction (CSAT)
Call centre success is usually measured by customer satisfaction.
Repeat customers leave positive reviews.
Post-call surveys measure CSAT.
6. After Call Work (ACW)
After a call, there is usually work to do; includes emailing, taking notes, processing orders, and submitting forms.
These tasks take time, which reduces a representative's ability to take calls.
Keeping this number low will help representatives stay focused and respond to requests.
7. Agent Utilization
Agent Utilization compares the time a representative spends on calls or after-call work to their total time logged in.
This number shows total free time.
Adjust staffing for high or low numbers.
8. Call Arrival Rate
Call arrival rate tracks inbound calls.
This basic call centre metric can help you identify peak hours and seasonal calling trends to hire and schedule staff.
9. Percentage of Calls Blocked
Blocking percentage indicates how many inbound callers hear a busy tone.
This number should be low so all your customers can reach you.
Customers' negative experiences with busy tones put your relationship at risk.
If you have a high percentage of blocked calls, you may need to adjust staffing levels, increase agent productivity, or reconfigure your technology to support your call volumes.
10. Cost per Call (CPC)
CPC shows average call costs. Divide the total cost of all calls (labour, technology, call centre support costs, etc.) by the total number of calls.
Your company's size, product and buying process complexity, and service type determine the best CPC. Thus, reduce your CPC as much as possible.
High CPCs indicate inefficiency. The technology may be costly to maintain. Customer service may be slow. Maybe both.
Call centres cost money. Call centre managers must minimise costs. CPC metrics help them accurately measure costs and predict future costs. These metrics can identify cost-cutting opportunities.
11. Customer Satisfaction Score (CSAT)
CSAT measures customer satisfaction with a company's products, services, and customer service
CSAT scores are calculated from simple call centre customer satisfaction surveys.
12. Customer Effort Score (CES)
CES measures customer problem-solving ease.
Customers will dislike your company more if they have to work harder.
Calculating CES is even easier. Asking customers one question—typically "on a scale of one to five, with one being very difficult and five being very easy, how easy was it to handle your issue?"—determines a CES score. Subtracting the percentage of those who said it was easy (select four and five) from those who said it was difficult gives the score (select one and two). A high CES indicates that more customers find working with you easy than difficult.
13. Net Promoter Score (NPS)
“On a scale from one to 10, with one being unlikely and 10 being likely, how likely are you to recommend this business to a friend?” NPS measures customer loyalty and satisfaction.
Then you subtract the promoters from the detractors. The higher your NPS, the better.
You separate the responses into three segments: promoters (those who select nine or 10), passives (those who select seven or eight) and detractors (those who select six or below), then subtract the total number of promoters from the total number of detractors. As with other customer experience call center metrics, the higher your NPS, the better.
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