Using call center metrics to motivate agents is essential to improving quality assurance. While many call center metrics can’t be changed, some can be adjusted. Agents should use a data-driven guide to determine optimal call volumes. This guide can include quality assurance metrics and templates.
Key Metrics To Look At
There are a few key metrics to consider when improving your customer service. One of these is average handle time, the amount of time an agent spends on a given call. This metric can help you set standards for your agents and assess their efficiency.
Aiming for a low number of transfers is a worthy goal to ensure your agents are productive. Some agents may need to connect a customer to a supervisor or another department, and some will need to follow up with post-call work. If an agent takes too long to complete a call, this may signal a problem. In this case, you can set up templates that automate some processes and eliminate others.
Aside from call length, another important metric to look at is agent politeness. You want your agents to be able to answer questions and explain things clearly. In addition, you want them to follow scripts and greet callers in a certain way. To avoid these blunders, sales dialers automate the entire process. Your sales rep can make more calls in less time because sales dialers can call multiple numbers at once. Predictive dialers can reduce the time between calls to just 3 seconds, saving your sales reps 45 minutes per day on average.
Self-Service Options Mitigate High Call Volumes
High call volumes can be a significant hindrance to business operations. They can result in frustrated customers, which can cost the company business and damage a brand’s reputation on social media. Companies should look at ways to mitigate high call volumes using technology. For example, natural language processing and Interactive Voice Assistance can help contact centers identify customer intent and route them to self-service options. Self-service options can also improve the customer experience and reduce wait times.
High call volumes add extra stress to support teams, compromising the quality of their service. However, they can also be an opportunity to empower agents and demonstrate that they are meeting customers’ needs during busy times. In addition, self-service options and data optimization can help your business mitigate the impact of high call volumes.
Activity Reports
Activity reports are a valuable tool for monitoring your team’s performance. They let you know how many calls they’ve made, where they’ve been, and how much time they’ve spent on each call. The reports can be viewed for an entire organization or for each individual team member. You can also view trends over time.
It’s easy to monitor the performance of each rep with the help of an activity report. Activity reports can also help you evaluate individual sales reps’ performance. This is particularly helpful if you’ve got multiple agents on your team. Each can see how others perform compared to their peers and quotas.
A sales report will show how many calls each employee made in the previous quarter and the average number of daily calls. The report also shows the percentage of calls answered and created during a given period. Activity reports can also determine how many outbound calls your teams to need to make to meet their goal.
