Measuring and analyzing the customer service center’s key performance indicators or, in other words, call center metrics is critical when assessing the effectiveness and efficiency of call center operations. Most customer service center managers know the need to monitor call center KPIs constantly. However, what often needs to be clearified is which customer service centers should measure call metrics and what industry standards are.
Customer service center metrics may vary in standards, depending on the industry to which the call center belongs. There are some global standards and best practices that companies can use, which will help them define team goals and measure call performance.
Technical features of a customer care center:
The Service Level (LS) measures the percentage of calls answered within a specified period. The level of service indicates whether a company has sufficient resources to connect all customers to agents and promptly solve their problems. According to the traditional service level, the operators must answer 80% of the calls in 20 seconds. A customer service center should perceive this common goal.
Average response speed
The Average Response Rate measures the average amount of time customer service center representatives spend taking phone calls (VMR). Operators who don’t answer the calls within 20 seconds are also included in this benchmark. Consequently, a global average of 28 seconds was determined. The value may change depending on the sector and time of day. The high metric can warrant adding more employees.
Resolution on the first call
The First Call Resolution Rate (RPC) is the metric that measures the percentage of calls your agents resolve on the first interaction. RPC means that there is no need to follow up with the customer. In general, the PRC industry benchmark is 70-75%. However, since there are several ways to measure the RPC, the rate will likely change according to the selected method.
Average handling time
The amount of time typically required to handle a call or transaction from beginning to end is known as the average handling time (TMG). It starts from the initiation of the call by the customer, including the waiting and conversation time up to any related activity that could follow to resolve that call. The standard of the TMG is approximately 6 minutes. However, this can vary significantly depending on the sector/size of the business.
Duration of the call
The call duration is the average time agents speak with callers on the phone. According to the global call measure, each call lasts four minutes. The duration of an inbound call is measured from the time the agent answers it until it is concluded. The time frame for an outgoing call begins when the recipient picks up the phone and ends when either party hangs up. The call length is the typical amount of time agents speak with callers. The average call lasts for 4 minutes, according to the call metric. The time spent on a call is calculated from when an agent answers an incoming call until it is disconnected. It lasts from when the person being called picks up the phone until one of the parties hangs up.
Call termination time
Call termination time, also known as after-call work (LPC), is the amount of time an agent takes to perform follow-up activities to complete a customer interaction. This may adding notes to a CRM, filling out forms, consulting a manager with unresolved questions, or anything else associated with the call. The metric, on average, for the call end time is 6 minutes. But there is wide variability between the different sectors.
Empathy, patience and consistency
Some customers will be angry. Others will be full of doubts. And still, others will want to chat. You need to be able to manage them all, ensuring the same level of service every time.
Every client is different; some may appear different from week to week. To provide a good customer support level, you need undergo a continuous learning process. You have to be able to handle surprises, interpret the customer’s mood and adapt accordingly. This also involves a willingness to learn.
Make sure you communicate to customers precisely what you mean. You don’t want the customer to think they’re getting a 50% discount when you offer them 50% more products instead. Maintain composure at all times, speak on excellent terms, and never terminate a conversation until making sure the consumer is happy.
Customers appreciate a representative who takes care of their problem until they find a solution. At the same time, you need to have good time management skills and spend only a little time managing one customer if others are waiting. Stay focused on your goals to strike the right balance.
Customers rely on you and your team to learn how to use the product. Ensure you are knowledgeable enough to answer most inquiries and know who to turn to when questions become too detailed or technical to respond properly. But don’t be scared to say, “I don’t know.” Customers will appreciate your honesty and your effort to find the correct answer.
Whether your team works directly with customers or seeks their feedback via social media, they must always keep customer satisfaction in mind. The customer is always right; you know that, right? The ability to put aside personal pride and accept criticism or negative feedback is crucial.
Do your customer service representatives have the right skills to ensure good service? Conduct a customer survey or interview to see if your team shows all of these characteristics. Conducting a customer feedback survey via your CRM program at the point of sale or when sending the invoice to customers is a very effective way to check if your team’s skills are up to par.