The speed and efficiency of your service
Long waits may indicate an uninvolved agent, but the problem is often just a bit more complicated.
Therefore, speed and effectiveness of service are strong performance indicators for your call center.
Thus, low CSAT scores are not always a symptom of poor performance by your agents.
After all, it may well be that your call center is not as efficient due to workforce issues or that your agents lack some training, causing your wait times and abandonment rates to rise.
Monitoring your call center performance: 5 steps
1. Set goals and hang KPIs on them.
We all know that your call center can be a hectic place. New agents, constant training, challenging call volumes and new technology are all part of an average day.
As a red line in that chaos, you as a call center manager need clear, measurable goals with clear benefits. Why?
Setting goals for your contact center will help you:
- Increase the engagement of your agents.
- Getting the noses of stakeholders, agents, managers and the board in the same direction.
- Enable performance measurement.
Goals should align with your KPIs, such as first contact resolution (FCR), average resolution time, NPS and customer satisfaction.
So in practice that means you can have such goals:
- Improve FCR by 20% in Q4.
- Reduce the number of negative comments on social media by 10% next month.
- Ensure agents score 80% or higher on technical training evaluations this week.
And if you don’t meet those goals? At least then you know where you stand.